Customer Advocacy Program Manager

Role Overview

• Develop and manage customer advocacy and engagement program, including framework, goals, structure, and success metrics, to drive customer stories, references, and other advocacy opportunities.
• Manage, execute, and evolve Customer Advisory Board (CAB) program including planning, facilitation, stakeholder alignment, and customer communications.
• Lead strategic management of the online community, including day-to-day operations, content planning and execution, engagement strategies, and performance monitoring.
• Organize and facilitate virtual and in-person customer user groups and events to drive engagement, knowledge sharing, product adoption, and impact customer retention.
• Partner with cross-functional stakeholders to align program priorities with business objectives, integrate customer insights, and improve customer experience outcomes.
• Support and drive the evolution of program best practices by identifying, testing, and implementing new approaches and technologies, including AI.
• Define, track, and analyze program performance metrics and customer feedback to identify trends and drive continuous and strategic improvements.
• Execute and enhance scalable processes, playbooks, and engagement strategies to support consistent program execution.
• Serve as a subject matter resource in customer advocacy and community engagement, providing guidance across teams.
• Conduct all business in accordance with Higher Logic policies and procedures.

Requirements

• Direct experience in customer marketing, customer advocacy, or community management in a B2B SaaS environment.
• Experience leading or managing customer-facing programs.

Benefits

• Competitive compensation.
• Comprehensive health benefits package.
• 401(k) plan with employer match.
• Healthcare and dependent-care flexible spending account.
• Company short-term and long-term disability insurance.
• Company culture that recognizes its employees.
• Room for growth and development and management that cares about your professional growth and will help you achieve your goals.
• Significant advancement opportunities for outstanding performers.