Senior Manager, Customer Advocacy

About the Role

Step into a high-impact interim leadership role overseeing our Customer Advocacy programs to celebrate and elevate our customers as brand champions. This exciting position combines hands-on program ownership with guiding a small team to ensure continuity and drive strategic advocacy initiatives.

Responsibilities

• Provide day-to-day interim leadership and mentorship for the advocacy team during a director's leave.
• Ensure business continuity and momentum across all critical advocacy initiatives.
• Serve as the primary cross-functional point of contact for Marketing, Sales, Customer Success, and Product regarding advocacy matters.
• Oversee the health and execution of key programs including the case study/video pipeline, reference fulfillment, and sales reference programs.
• Drive the strategy and execution for long-term programs such as building a global Champion Community, launching an annual Awards Program, and managing review site strategy (G2, Gartner Peer Insights).
• Define success metrics, track engagement, report on advocacy ROI, and ensure insights feed into Go-To-Market strategy.

Requirements

• 8+ years of experience in customer advocacy, customer marketing, or community roles, preferably within B2B SaaS or technology.
• Proven track record of building, scaling, and managing advocacy programs (e.g., references, case studies, executive boards).
• Experience managing people, including strong coaching and mentoring capabilities.
• Excellent project management skills, with the ability to juggle multiple complex, cross-functional initiatives and deadlines.
• Strong communication skills and executive presence, comfortable engaging with customers from practitioners to C-level executives.
• Hands-on experience utilizing advocacy platforms such as SlapFive, Gainsight, and Salesforce.

Nice-to-Haves

• Creative thinking skills focused on designing customer experiences that inspire loyalty and advocacy.
• Strategic mindset capable of balancing short-term execution needs with long-term scalability planning.
• Experience overseeing logo acquisition programs and managing advocacy content strategy for website refreshes.