Customer Advocacy Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and oversee the comprehensive customer advocacy strategy

• Create scalable advocate journeys and engagement pathways

• Take full ownership of the customer reference program, which includes recruitment, qualification, matching, fulfillment, tracking, and recognition

• Manage customer review initiatives across pertinent third-party review platforms

• Design and enhance customer referral programs while monitoring advocacy-sourced leads, pipeline, and revenue

• Identify customers with notable outcomes and collaborate with Product Marketing and Communications to generate case studies, testimonials, videos, and other customer-driven content

• Maintain a centralized, searchable repository of customer advocates, narratives, proof points, and approved assets

• Oversee the customer advocacy technology stack, including the management of advocate profiles, permissions, and engagement data

• Develop workflows and integrations that connect advocacy data with CRM and marketing automation systems

• Support customer peer groups, advisory councils, and executive engagement initiatives

• Recruit and manage customer participation for Customer Advisory Boards and speaking engagements

• Set KPIs and report on the performance of the advocacy program

• Analyze the impact of advocacy on acquisition, retention, expansion, and sales velocity, using data to prioritize investments

• Collaborate with Customer Marketing, Customer Success, Sales, Product Marketing, and Events throughout the customer lifecycle

⛳️ Requirements

• 4–6 years of experience in customer marketing, advocacy, lifecycle marketing, community management, or customer success marketing, preferably in a B2B SaaS environment

• Proven experience in building or managing customer advocacy programs, including references, reviews, referrals, customer stories, or advocate communities

• Experience in managing a customer reference program at scale

• Strong knowledge of CRM and marketing automation systems

• Experience in developing repeatable processes and operational frameworks

• Excellent analytical skills; capable of establishing KPIs, creating reports, and demonstrating program ROI

• Outstanding written and verbal communication abilities

• Strong project management capabilities with exceptional attention to detail

• Ability to manage multiple programs and stakeholders simultaneously

• Proven capacity to work across various functions such as Sales, Customer Success, Product Marketing, Product, Events, and Communications

• Strong judgment and empathy towards customers

• Capability to work in a general office environment

• Ability to manage extended periods of computer-based work, including telephone communication

• Domestic and/or international travel required, estimated up to 10%

• Preferred: practical experience with customer advocacy, community, gifting, referral, or review marketing technology

• Preferred: experience with Salesforce

• Preferred: experience in managing Customer Advisory Boards or executive customer engagement programs

• Preferred: experience in faith-based, non-profit, or association sectors

🏝️ Benefits

• Comprehensive healthcare options

• Flexible paid time off

• Adaptable work schedules

• Paid time off for vacations

• Up to 80 hours of paid sick/safe leave

• 11.5 days of fully paid holidays

• 401(k) matching: 100% of contributions up to 3%

• Paid parental leave

• Employee Assistance Program offering free in-person or virtual counseling

• Reimbursement for professional development

• Employee recognition and rewards through Nectar, including kudos, redeemable reward points, and contribution highlights