Customer Advocacy Program Manager

Higher Logic exists to connect people, knowledge, and ideas to improve lives and organizations. The Customer Advocacy Program Manager is responsible for executing and scaling customer engagement programs that drive retention, product adoption, and customer satisfaction while working cross-functionally to strengthen customer relationships and elevate the customer voice.

Responsibilities:

• 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:

• Strong program management skills with the ability to manage multiple initiatives simultaneously and drive programs from concept through execution
• Ability to analyze data, identify trends, and translate insights into actionable and strategic improvements
• Strong communication, collaboration, and stakeholder management skills, with the ability to partner and lead cross-functional teams
• Demonstrated problem-solving skills with the ability to adapt approaches, operate in ambiguity, and define new solutions
• Strong organizational skills and attention to detail, with the ability to balance competing priorities effectively
• Ability to work independently while operating within defined guidelines and broader strategic direction
• Direct experience in customer marketing, customer advocacy, or community management in a B2B SaaS environment
• Experience leading or managing customer-facing programs