Customer Advocacy Program Manager

8x8 is a company that empowers CX leaders with performance and insights to make smarter decisions. They are seeking a Customer Advocacy Program Manager to design, launch, and scale customer advocacy programs that transform customer experiences into lasting brand champions.

Responsibilities:

• Own end-to-end reference program operations: Manage a high-volume customer reference program — matching prospects to the right references, coordinating outreach, scheduling reference calls, and logging all activity in the reference management platform
• Support RFP: Identify and prepare customer references RFP submissions for enterprise sales deals
• Facilitate reference calls that accelerate pipeline: Coordinate and manage customer reference calls as a key lever in active sales cycles — connecting the right customer voices at the right moment to accelerate pipeline velocity and help bring deals across the finish line
• Grow and maintain the reference and advocate roster: Build a curated pool of high-impact customer references and advocates across key industries — supporting the team goal to target +10% year-over-year growth in the total advocacy pool
• Launch a global customer advocacy platform: Lead the evaluation, selection, and implementation of a customer advocacy and champion program platform — incorporating gamification, tiered rewards, and a centralized customer hub. Evaluate vendors for advocacy platforms
• Build and scale a customer advocacy newsletter: Own the content strategy, editorial calendar, and distribution of a customer newsletter that keeps advocates engaged, informed, and connected to the 8x8 community
• Drive online community participation: Work cross-functionally to grow the 8x8 customer community — connecting advocacy program participation with community engagement and ensuring a seamless customer experience across all touch points
• Manage Customer Reference Forums and events: Identify customer speakers, pair with internal subject matter experts, manage logistics, and partner with Marketing Operations on event setup, promotion, and follow-up
• Host regular advocate user meetings: Plan and facilitate ongoing meetings with active customer advocates — creating a forum for product feedback, peer connection, program updates, and deeper engagement that strengthens the advocate relationship over time
• Develop customer stories, case studies, and testimonials: Source and coordinate the creation of advocacy-led content — including written case studies, video testimonials, and customer quotes — for use across sales, marketing, and demand generation
• Manage peer review site campaigns: Lead ongoing outreach and campaign management across review sites — coordinating with Net Promoter Score (NPS) data sources, running targeted review campaigns, and maintaining relationships with platform contacts
• Scale customer advocacy across social media: Partner closely with the Social Media team to amplify customer content and advocate stories across all channels, maintaining an always-on customer advocacy presence that keeps customers at the center of the 8x8 brand
• Partner across the 8x8 organization: Collaborate closely with Sales, Customer Support, and Customer Success to identify advocate candidates, align on customer health and retention, and ensure customers participating in the advocacy program have an exceptional experience
• Maintain Account Manager and CSM relationships: Lead regular standing calls with Account Managers (AMs) and Customer Success Managers (CSMs) to surface new reference and advocate candidates and maintain a healthy, growing program pipeline
• Report on advocacy-influenced revenue: Track and report on the revenue and pipeline impact of customer advocacy activities — including reference calls, peer reviews, case studies, and advocate-led content — demonstrating the direct ROI of the advocacy program to leadership
• Deliver end-of-quarter program reporting: Maintain accurate, on-time reporting on reference program performance, review site metrics, advocacy-led asset activity, and renewal revenue influenced — using Salesforce, Reference Edge, and the advocacy-led assets tracker
• Leverage AI to execute and scale: Use AI tools to increase the speed and impact of the advocacy program — including drafting customer outreach, generating content for the newsletter and case studies, analyzing advocate data, and automating repetitive workflows so more time can be spent on relationship-building and program strategy
• Identify and implement process improvements: Proactively surface gaps in customer advocacy workflows and recommend scalable improvements to processes, documentation, and marketing technology (MarTech) tooling

Requirements:

• Bachelor's degree and 4+ years of experience in customer marketing, customer advocacy, advocacy marketing, or customer success in a B2B SaaS environment
• Demonstrated experience managing a customer reference program, customer champion program, or customer advocacy program end to end
• Proven ability to manage high-volume, detail-intensive programs independently — organized, responsive, and deadline-driven with strong project management skills
• Strong relationship-building and stakeholder management skills — able to engage customers, Sales, Customer Success, and cross-functional teams with confidence and credibility
• Hands-on experience with peer review platforms and CRM tools; familiarity with reference management software
• Experience reporting on program KPIs and marketing-influenced revenue, with the ability to translate data into actionable insights and executive-ready reporting
• Entrepreneurial mindset — a builder who has launched or significantly grown programs, not just maintained them
• Comfort and curiosity with AI tools (such as Claude, ChatGPT, or similar) — using them to accelerate content creation, streamline outreach, analyze program data, and scale execution without proportional increases in headcount or resources
• Excellent written and verbal communication skills, including the ability to write compelling customer outreach, case study briefs, and executive reports
• Launching or scaling a customer advocacy, champion, or loyalty program from scratch — including platform selection and gamification strategy
• Working with customer advocacy platforms such as Influitive, UserEvidence, Base, SlapFive, or similar MarTech tools
• Supporting enterprise or government RFP processes
• Customer marketing or customer success in the CCaaS, UCaaS, or cloud communications industry
• Online community management and digital customer engagement strategy
• Fluency in Google Suite, Asana, Salesforce, Tableau, and reference management software