Customer Advocacy Manager

Job Description

Posted on: 
February 23, 2024

Own is seeking a dynamic and dedicated Customer Advocacy Manager to join our Growth Marketing team. In this role, you will play a key part in sourcing customers for advocacy activities such as case studies, video testimonials, review generation, speaking engagements, both virtual and in-person, and more. Your responsibilities will also include planning and executing in-person community events like user meetups, lunch and learns, and customer appreciation gatherings. To enhance the customer experience, you will oversee our swag and gifting program, collaborating closely with the Customer Success team.  Join us on this exciting journey of growth and success!

Job Responsibilities

  • Manage the recruitment of new advocates into the advocacy program.
  • Source speakers for relevant events and webinars.
  • Manage a library of up-to-date customer success stories.
  • Oversee reference activities in Salesforce, ensuring accurate and up-to-date records per customer account.
  • Collaborate with the Customer Advocacy Specialist to maintain an advocate pipeline for concurrent programs.
  • Develop and execute plans for in-person community events and create and promote post-event follow up content.
  • Maintain the community content calendar and collaborate with teams across the organization on various community activities.
  • Ensure program content and engagement activities meet established KPIs.
  • Prepare and deliver weekly customer reference and advocacy leads to team stakeholders.
  • Serve as the point of support for internal/stakeholder teams with timely responses.
  • Manage the gifting program in collaboration with Customer Success and execute the end-of-year holiday gift.

Job Requirements

  • 3-5 years of experience in customer marketing, customer advocacy or similar function.
  • Experience creating and executing marketing campaigns and programs that drive customer engagement and advocacy.
  • Experience partnering closely with marketing, sales and customer success teams
  • Exhibit strong organizational, communication, time management, and relationship building skills.
  • Proficient in Salesforce, specifically with building campaigns and reports.
  • Experience working with Gainsight or a gifting platform is a plus

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