Melanie Paddock

Sr Manager - Customer Marketing and Advocacy @Gainsight

San Diego, CA, US

As a Senior Manager of Customer Advocacy & Marketing, I specialize in building and scaling programs that elevate customer voices and drive business impact. Leading a team of customer marketing managers, I focus on creating meaningful connections between customers and our brand through innovative advocacy and recognition initiatives.Key Accomplishments:Advocacy Program Leadership: Designed and launched the Gainstar Customer Recognition Program, a global initiative spanning the U.S, Japan, and Europe. This program fosters customer engagement through a dedicated community, exclusive VIP experiences at our Pulse User Conference, quarterly virtual events, and in-person happy hours.Operational Excellence: Revamped the sales reference process by implementing a new software solution, cutting reference time by 50%, and improving efficiency.Content Strategy: Developed a cross-functional strategy with PMM, leading to the publication of 32 customer stories in FY25 that align with business needs.Customer Voice Campaigns: Drove impactful campaigns on G2, TrustRadius, and Gartner, influencing buyer decisions and enhancing our market presence.Advocate Identification & Engagement: Implemented a process to identify customer advocates, their interests, and expertise, enabling seamless 1:1 matching for advocacy activities.Executive Advocacy Program: Designed and executed a program to strengthen relationships with executive advocates.Cross-Department Collaboration: Partnered with teams across the organization to identify advocacy needs and launch targeted campaigns, driving growth in advocate participation.I am passionate about turning customer advocacy into a strategic advantage, creating programs that drive engagement, influence, and measurable outcomes.

Arizona State University

Bachelor of Arts (BA), English Language and Literature, General