Customer Advocacy Manager

Netskope is a market-leading cloud security company focused on redefining Cloud, Network, and Data Security. They are seeking a Customer Advocacy Manager to build meaningful relationships with customers, ensuring their voices are heard while driving awareness and growth through advocacy programs.

Responsibilities:

• Build and manage a pipeline of customer stories, owning the process from inception through amplification. This includes developing references, case studies, speaking engagements, pull quotes, videos, media interviews, press releases, analyst engagements, podcasts, and testimonials
• Develop a robust customer advocacy network across all levels of the account—from practitioners to executives. Partner closely with sales and customer success while building direct, trusted relationships with customers to identify and nurture advocates across key industries and global / regional brands
• Create and amplify customer stories across multiple channels, including web, social, events, press, and analyst programs. Collaborate with sales enablement, campaigns and global and regional marketing teams to ensure stories are effectively shared and utilized with both internal and external audiences
• Develop and deliver programs that educate our customers on the full capabilities of the Netskope One platform, working hand in hand with other teams focused on upsell, retention, executive programs and advisory boards, and customer success
• Support the expansion of an executive sponsorship program, strategically matching our executive leaders with key customer stakeholders to foster deeper relationships, and elevate their knowledge of the Netskope One platform
• Organize and facilitate customer involvement in events (including hybrid formats), panel sessions, and conference presentations to amplify their voices and expertise
• Elevate our reference program focused on the customer reference database and program enhancements (AI & automation), ensuring efficient operations and continuous improvement
• Grow Netskope's presence on third-party review sites (such as Gartner Peer Insights), assisting with internal campaigns to drive positive ratings and maintain a strong competitive position
• Own and scale a customer referral program, partnering with sales and marketing to drive participation and adoption, while tracking and reporting on KPIs such as referral volume, pipeline influence, revenue impact, and deal acceleration
• Plan and execute customer recognition programs, including awards, “surprise and delight” initiatives, and other appreciation initiatives
• Collaborate seamlessly with cross-functional teams including Sales, Customer Success, Marketing, Operations, and E-staff to deliver a world-class customer advocacy and marketing program that aligns with business objectives
• Track, and report on customer advocacy KPIs, including reference utilization, referrals, pipeline and revenue influence, content performance, customer advocacy engagement, and program ROI, using insights to optimize programs and demonstrate business impact

Requirements:

• 5+ years in customer advocacy, customer marketing, and/or executive programs
• Self-starter with proven experience managing, and scaling highly visible customer programs
• B2B experience required
• Proven experience working on a daily basis with sales leaders and fellow subject matter experts to ideate, generate, and execute customer advocacy strategy, content ideas, and deliverables with measurable value to business outcomes
• Operates effectively in a high-volume, fast-paced environment, and can succinctly and convincingly communicate strategy to different stakeholders
• Comfortable managing deadlines with stakeholders in multiple international time zones, and advancing decisions from collaborative groups with many workstyles and viewpoints
• Passion for understanding customers and creating stories that highlight their business impact and thought leadership
• Travel 10-15%+, including being comfortable visiting customer sites and onsite management of customer-focused events
• Fast-growth SaaS company experience strongly preferred
• Security, Networking, or general technology industry experience preferred
• Managing customer advocacy, involved in supporting a user conference, and/or executive programs and advisory boards is a big plus
• Knowledge with CRM systems, project management, and reference management systems including: Salesforce, Asana, Sendoso, Slap5 or equivalent customer reference database experience is a plus
• Bachelors degree preferred