Customer Advocacy Senior Manager

We are seeking a strategic and collaborative senior team member to join our Global Customer Advocacy team. This individual will bring a strong understanding of technology and a passion for storytelling, along with a proven track record of scaling and managing customer advocacy programs across both marketing and sales.

In this role, you will grow and enhance our customer advocacy efforts in EMEA, engaging directly with customers through programmatic outreach and relationship management. You’ll help operationalize a top-tier advocacy program that places the customer at the center, while driving business and revenue growth. You’ll also bring a strategic mindset to expanding advocacy programs regionally, while aligning with global objectives and navigating a complex stakeholder environment.

Responsibilities

• Bring a strategic mindset to both scale existing customer advocacy programs and ideate and implement fresh initiatives, including sales reference programs, storytelling campaigns, and cross-functional marketing engagement
• Operate autonomously and make decisions confidently in a fast-paced environment
• Work closely with EMEA leadership to support regional business needs while not losing focus on global objectives
• Recruit and manage F500/G2000 customer references; create impactful stories in written and video formats
• Develop monthly/quarterly reports and communications for stakeholders
• Support the CAB Program Manager with recruiting, proposing new customers, collaborating on tasks when/where needed
• Engage directly with customers—from C-level executives to technologists—to build strong relationships focused on win-win outcome
• Partner with sales teams to expand the pool of references, fulfill reference requests and track activity and outcomes
• Collaborate cross-functionally and across the region to drive program adoption and usage of customer success assets
• Partner with Investor Relations and the CEO office to identify and secure customer citations for quarterly earnings
• Collaborate with PR to secure customer participation in media storytelling opportunities
• Serve as a trusted advisor to the CRO organization, guiding sales, marketing, brand, and customer experience teams on reference usage
• Develop integrated customer engagement strategies using various formats: written stories, videos, quotes, case studies, and presentations
• Oversee content creation with internal and external agencies, including translation and localization
• Highly skilled communicator both in written and oral form
• Create and maintain detailed customer profiles using tools like Smartsheets, Salesforce (SFDC), and internal AI platforms

Qualifications

• Proven years of experience in customer advocacy, customer marketing, or a related B2B field
• Proven track record of managing advocacy programs across sales and marketing disciplines
• Strong stakeholder management and communication skills within complex environments
• Intellectually curious and passionate about understanding customer needs and motivations
• Comfortable in a fast-paced, matrixed organization; adaptable and resilient in the face of change; ability to thrive in a team and autonomously
• Excellent verbal and written communication skills in English
• Strong presentation and client-facing skills, especially with executive-level audiences
• Skilled in project and program management
• Creative, analytical, and highly adaptable
• Tech-savvy and quick to learn new tools (e.g., Microsoft Office, Smartsheets, Salesforce, CRM platforms)
• Willingness to travel (~15%)