Senior Customer Advocacy Program Manager

Temporal is hiring a Senior Customer Advocacy Program Manager to build and operate its customer advocacy and reference systems. The role develops advocate relationships, manages customer references and evidence, partners across teams to activate customer stories, and measures advocacy’s impact on the business.

Responsibilities:

• Be the trusted point of contact. Become the person advocates and Sales both go to. Know each advocate's story, relationship owner and comfort level, and know what the field needs next, so the right customer is matched to the right moment and nobody is asked cold
• Run the reference program. Help shape how references are requested, matched to opportunities, tracked, prepared and thanked. Operate the day to day, so Sales can get the right customer in front of a prospect quickly and customers aren't over-asked
• Source, nurture and track advocates. Identify champions across Sales, Tech Services, DevRel, Product and the community, and maintain a clear record of who they are, their relationship owner, what they've done for us, what they're open to, and how healthy the relationship is
• Help build the intake and consent model. Partner with the Director to put a clear process in place for intake, prioritization, approvals and customer permissions, and work with Legal and account teams early so approvals stop surfacing at the last minute
• Reconcile before you migrate. Audit the stories, quotes, use cases and proof points scattered across Notion, Drive, Slack and individual relationships. Decide what is current, what is prior art and what should be retired, then propose and stand up one trusted source of truth with owners, permissions and last-validated dates
• Partner across Marketing to activate the right customers at the right moments. Manage a pipeline of advocate customers and work with Product Marketing, Content, Creative and PR to decide when each is best placed to contribute, whether as a launch quote, case study, technical deep dive, video, or event and keynote narrative.Help stories travel across formats while keeping the customer's own voice and technical truth intact
• Partner with PR, Analyst Relations and Events. Make sure Communications always knows who is ready and willing for press, speaking, analyst and awards opportunities, and that no one is pitched before the relationship is ready
• Bridge developer and customer advocacy. Work with DevRel and community leaders (including Constellation and DevDays) to move engaged developers and internal champions toward the senior engineering leaders who can advocate for Temporal and help carry adoption from open source to Cloud. The developer stays the hero of the story
• Support advocacy reporting. Track references, stories and evidence to deals, pipeline, retention and expansion, and track advocate health, reference readiness, field usage and story range against the measures the Director sets. Prepare regular reporting for leadership. The volume of case studies is not the measure of success
• Feed customer insight back. Create a simple loop so what we learn from advocates reaches Product, PMM, Sales and leadership
• Use AI to scale. Build, or partner with teams who can build, agents that match references to prospects, surface advocates we haven't tapped yet and speed up story drafting, with human judgment on every customer-facing output

Requirements:

• 7+ years in customer advocacy, customer marketing, product marketing, or related program management, including experience creating a program or function from scratch rather than only running one that already existed
• You have built or run a reference program with deal matching and tracking, and you know how to serve Sales while protecting customer relationships and avoiding over-asking
• You can direct or write a strong, metrics-backed customer story, and you can run the tracker, process and project plan behind it
• You've built and maintained a customer evidence library and driven real adoption by Sales and other GTM teams
• You're comfortable in a CRM (we use Salesforce) and reporting tools, and can show advocacy's influence on pipeline and revenue
• You get results across Sales, Marketing, Product, PR, Content and community teams without direct authority
• You use AI and automation to scale your work and have built or shipped agents or workflows that save other teams time
• You're willing to learn how durable execution works and why developers and enterprises care, well enough to recognize a strong Temporal story and tell it accurately. You ask questions rather than pretend to know
• Experience with a developer, infrastructure, security or other deeply technical product and audience
• Experience running or supporting a Customer Advisory Board, champions program or executive advisory group
• Experience with Gong or other conversation intelligence, and with advocacy or reference platforms
• Experience partnering with PR on press, analyst and speaking programs, or running an awards program
• PMP, Six Sigma or similar program management credential