Customer Advocacy Manager

Kaseya is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers and internal IT organizations worldwide. The Customer Advocacy Manager will build meaningful relationships with customers, driving loyalty and trust through innovative advocacy and engagement programs, while showcasing customer success across multiple channels.

Responsibilities:

• Build and manage a pipeline of compelling customer success stories from concept through promotion
• Collect and develop customer testimonials, case studies, success stories, and references in various formats (written case studies, video testimonials, press releases, podcasts, analyst interviews, etc.), and coordinate their use across marketing and sales channels
• Grow and nurture a robust customer advocacy community across all levels of our customer base – from day-to-day IT practitioners to C-level executives
• Partner closely with Sales and Customer Success teams to identify happy customers, cultivate brand advocates in key regions and industries (MSPs, mid-market enterprises, etc.), and maintain direct, trusted relationships with these champions
• Showcase customer stories across diverse channels – including Kaseya’s website, social media, webinars, press/analyst engagements, and industry events – to highlight customer success and thought leadership
• Work with Sales Enablement, Campaigns, and Regional Marketing teams to ensure these stories are effectively shared and utilized internally and externally
• Support and expand Kaseya’s executive sponsor program by strategically pairing Kaseya’s senior leaders with key customer executives
• Foster deeper executive-level relationships, facilitate regular touchpoints, and help elevate customers’ strategic engagement with the Kaseya platform
• Plan, organize, and facilitate customer participation in events
• This includes preparing customers for speaking opportunities at industry conferences (such as Kaseya’s Connect), webinars, user group meetups, and panel discussions – amplifying their expertise and reinforcing Kaseya’s thought leadership in the community
• Enhance and manage our customer reference program and database
• Ensure we efficiently track and leverage customer references for sales opportunities and identify ways to improve the program through process enhancements and automation
• You’ll continually refine how we gather and use customer feedback and endorsements (potentially leveraging new tools or AI-driven solutions) for maximum impact
• Grow Kaseya’s presence on customer review platforms (e.g., Gartner Peer Insights, G2, etc.)
• Drive initiatives to encourage satisfied customers to share their experiences on third-party review sites and collaborate with internal teams on campaigns that maintain a strong, positive reputation in the marketplace
• Own and scale Kaseya’s customer referral program
• Work with Sales and Marketing to increase customer participation in referrals and track program performance – including metrics such as referral volume, pipeline contribution, closed-won business from referrals, and the overall impact on revenue and deal velocity
• Plan and execute creative customer recognition and reward programs, such as customer awards, loyalty incentives, and “surprise and delight” moments
• Celebrate our customers’ successes and show appreciation for their partnership, strengthening their loyalty and connection to the Kaseya community
• Work seamlessly with cross-functional teams – Sales, Customer Success, Product Marketing, Regional Marketing, Operations, and Executive Leadership – to ensure the customer advocacy program aligns with company goals
• Coordinate with these teams to integrate customer advocacy activities into broader company initiatives, product launches, and community-building efforts
• Define, track, and report on key customer advocacy KPIs
• Monitor metrics such as reference utilization, advocacy content engagement, referral-generated pipeline/revenue, customer participation rates, and overall program ROI
• Use data-driven insights to continually optimize advocacy programs, demonstrating their impact on customer satisfaction, retention, and growth

Requirements:

• 5+ years of experience in customer advocacy, customer marketing, customer community management, or related roles
• Proven success in building and scaling customer advocacy programs or similar high-visibility customer-focused initiatives
• B2B marketing experience is required
• Demonstrated ability to work closely with cross-functional teams
• Excellent written and verbal communication skills
• Able to craft compelling narratives that highlight customer success and clearly convey program value
• Self-starter who can manage multiple projects and deadlines in a fast-paced, high-volume environment
• Highly organized and detail-oriented, with the ability to coordinate activities across global teams and time zones
• Ability to think strategically about how customer advocacy supports broader business goals
• A genuine enthusiasm for engaging with customers and helping them succeed
• Ability to travel approximately 10-15% (as needed) to visit customer sites or manage on-site customer activities and events
• Proficiency with CRM and marketing tools (e.g., Salesforce), project management software (e.g., Asana or similar), and customer advocacy or reference management platforms (such as Sendoso, TechValidate/SlapFive, or similar) is highly desirable
• Experience in fast-growing SaaS or technology companies is strongly preferred
• Familiarity with the IT management, cybersecurity, or networking industry – especially working with Managed Service Providers (MSPs) or IT professionals – is a plus