Customer Advocacy & Reference Program Manager

📋 Description

• Take charge of the global customer advocacy and reference program.

• Establish and uphold clear standards, workflows, and guidelines for sourcing, managing, and utilizing customer advocacy.

• Develop and oversee a centralized, reliable library of reference customers and advocacy materials, including written and video case studies, testimonials, event speakers, peer reviews, and third-party validations.

• Collaborate with Sales, Customer Success, and Product Marketing to identify, qualify, and onboard high-value customer advocates across various regions, segments, and strategic product areas.

• Manage the complete coordination of customer advocacy content, from initial intake and story development through approvals to final delivery.

• Ensure that all customer advocacy assets adhere to quality, accuracy, and brand standards.

• Create and implement repeatable, scalable workflows for intake, reference matching, approvals, fulfillment, and tracking.

• Monitor and report on program effectiveness, including utilization, SLA performance, coverage gaps, advocate health, and business impact.

• Educate internal teams on how to request, access, and utilize customer advocacy consistently and appropriately.

⛳️ Requirements

• 4–7+ years of experience in Customer Marketing, customer references, or B2B advocacy programs.

• Demonstrated experience in owning and scaling customer reference programs, with a solid understanding of combining people, processes, and technology to operate on a global scale.

• An operational mindset, showcasing strong program management, prioritization, and systems thinking skills.

• Direct ownership of program tools and data quality, including CRM or reference platforms, intake mechanisms, tagging and taxonomy, dashboards, and reporting.

• Experience in applying automation and AI-enabled tools to enhance operational efficiency, signal quality, and scalability, ensuring appropriate governance and oversight.

• Strong comprehension of customer reference governance, covering consent, approvals, communications hygiene, advocate usage limits, and brand risk management.

• Excellent stakeholder management abilities, with confidence in collaborating with Sales, Marketing, Product, PR, and Executive teams.

• Outstanding written and verbal communication skills, capable of authentically and accurately representing customer voices.

• Background in cybersecurity, enterprise SaaS, or a technical B2B environment is a plus.

🏝️ Benefits

• Sophos operates with a remote-first working model, making remote work the primary option for most employees; however, some positions may require a hybrid approach.

• Employee-led diversity and inclusion networks that foster community, education, and advocacy.

• Annual charity and fundraising initiatives along with volunteer days for employees to engage with local communities.

• Global employee sustainability initiatives aimed at reducing our environmental footprint.

• Global fitness and trivia competitions designed to keep our bodies and minds sharp.

• Global well-being days for employees to unwind and recharge.

• Monthly well-being webinars and training sessions to promote employee health and well-being.