Own the global customer advocacy and reference program
Define and maintain clear standards, workflows, and guidance for how customer advocacy is sourced, managed, and used.
Create and manage a centralized, trusted library of reference customers and advocacy assets, including written and video case studies, testimonials, event speakers, peer reviews, and third-party validation.
Partner with Sales, Customer Success, and Product Marketing to identify, qualify, and onboard high‑value customer advocates across regions, segments, and strategic product areas.
Own the end-to-end coordination of customer advocacy content, from intake and story development through approvals and final delivery.
Ensure all customer advocacy assets meet quality, accuracy, and brand standards.
Design and run repeatable, scalable workflows for intake, reference matching, approvals, fulfillment, and tracking.
Track and report on program effectiveness, including utilization, SLA performance, coverage gaps, advocate health, and business impact.
Enable internal teams on how to request, access, and use customer advocacy appropriately and consistently.

4–7+ years of experience in Customer Marketing, customer references, or B2B advocacy programs.
Proven experience owning and scaling customer reference programs, with a strong understanding of how to combine people, process, and technology to operate at global scale.
An operational mindset, with strong program management, prioritization, and systems thinking.
Hands‑on ownership of program tooling and data quality, including CRM or reference platforms, intake mechanisms, tagging and taxonomy, dashboards, and reporting.
Experience applying automation and AI‑enabled tools to improve operational efficiency, signal quality, and scalability, with appropriate governance and oversight.
Strong understanding of customer reference governance, including consent, approvals, communications hygiene, advocate usage limits, and brand risk management.
Excellent stakeholder management skills, with confidence partnering across Sales, Marketing, Product, PR, and Executive teams.
Exceptional written and verbal communication skills, with the ability to represent customer voices authentically and accurately.
Experience in cybersecurity, enterprise SaaS, or a technical B2B environment is a plus.

Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach.
Employee-led diversity and inclusion networks that build community and provide education and advocacy
Annual charity and fundraising initiatives and volunteer days for employees to support local communities
Global employee sustainability initiatives to reduce our environmental footprint
Global fitness and trivia competitions to keep our bodies and minds sharp
Global wellbeing days for employees to relax and recharge
Monthly wellbeing webinars and training to support employee health and wellbeing

Customer Advocacy & Reference Program Manager

Key skills