Lead Customer Advocacy Manager

This is a fully remote position, open to applicants in Australia, +1 more country.

📋 Description

• Celebrate the achievements of GitLab customers by transforming successful clients into influential advocates.

• Oversee the daily development and execution of customer advocacy initiatives within the APJ region.

• Foster trusted relationships with customers and connect them with references, campaigns, events, and executive engagements.

• Set measurable advocacy goals for the region and enhance the visibility of customer outcomes across go-to-market strategies.

• Collaborate with sales, pre-sales, marketing, customer success, product, and global teams to craft compelling customer narratives.

• Develop and implement customer references, case studies, speaking opportunities, and advocacy programs throughout APJ markets.

• Manage the APJ customer story, reference, and proof library along with the associated pipeline.

• Oversee the customer advocacy lifecycle, from the recruitment of advocates to ongoing relationship management.

• Define and monitor advocacy participation, reference fulfillment, pipeline influence, and the impact of customer stories.

• Coordinate advocacy requests that support strategic global and regional initiatives.

• Tailor engagement and storytelling to suit diverse APJ markets, cultures, and customer contexts.

• Continuously enhance programs, content formats, and engagement models using feedback from customers and program data.

⛳️ Requirements

• Proven experience in building or delivering customer advocacy, customer marketing, customer reference, or similar customer story programs in enterprise technology or SaaS environments.

• A strong track record of creating impactful customer stories and proof, along with an advanced understanding of the customer reference lifecycle.

• Demonstrated experience coordinating across multiple markets, with insights into the nuances of serving APJ customers.

• Excellent cross-functional collaboration skills and the ability to influence sales, marketing, customer success, and other stakeholders without direct authority.

• Strong communication and relationship-building abilities, including the confidence to engage with executive stakeholders on both business and technical subjects.

• Proficient program management skills, including the capability to prioritize competing requests, manage details across teams, and deliver consistently in a dynamic environment.

• Ability to work independently and asynchronously in a fully remote setting.

• Competence in defining and reporting on program performance metrics, including customer participation, reference support, pipeline influence, and other regional indicators.

🏝️ Benefits

• Benefits designed to support your health, financial stability, and overall well-being.

• Flexible Paid Time Off.

• Access to Team Member Resource Groups.

• Equity Compensation & Employee Stock Purchase Plan.

• Growth and Development Fund.

• Parental Leave.

• Fully remote work environment.