Sr. Director – Customer Advocacy

Sr. Director – Customer Advocacy

Requirements

• Bachelor’s degree in Marketing, Communications, Business Administration, or a related field. MBA a plus.
• 10+ years in customer advocacy, public relations, or corporate communications within the technology or SaaS industry
• Proven track record of developing successful advocacy programs that drive business growth
• Strong storytelling abilities with experience crafting narratives tailored to diverse audiences
• Experience working in B2B SaaS or technology companies
• Familiarity with tools for managing advocacy programs (e.g., Salesforce, HubSpot)
• Knowledge of industry trends and competitive landscape relevant to SaaS solutions

Responsibilities

• Developing and executing a comprehensive customer advocacy strategy aligned with company goals and go-to-market initiatives
• Leading cross-functional efforts to identify and amplify customer success stories through various channels, including events, case studies, webinars, and social media
• Establishing and managing referral programs to generate new business opportunities by leveraging existing customer relationships
• Building strong relationships with key customers at all levels, from executives to operational teams, ensuring mutual benefits from advocacy efforts
• Gathering and interpreting customer feedback to shape storytelling opportunities and improve brand positioning in strategic markets
• Creating programs that encourage customers to share their experiences through testimonials, speaking engagements, videos, and other advocacy platforms
• Partnering with sales, marketing, product teams, and customer success teams to align advocacy strategies with corporate priorities
• Working closely with creative teams to develop compelling assets such as videos, presentations, and marketing materials that highlight customer success stories
• Collaborating with field marketing teams to integrate advocacy efforts into lead generation and sales enablement initiatives
• Defining key performance indicators (KPIs) for advocacy programs, including engagement metrics, conversion rates, and ROI
• Tracking program performance and provide regular reporting to senior leadership with actionable insights for optimization
• Building and leading a high-performing customer advocacy team that drives measurable results
• Mentoring team members to foster professional growth while maintaining a collaborative culture focused on delivering exceptional customer value

Preferred Qualifications

• Exceptional communication skills for presenting at all organizational levels
• Analytical mindset with the ability to interpret data and optimize strategies based on insights
• Expertise in managing multiple projects simultaneously while maintaining attention to detail
• Strategic thinker with a passion for building meaningful customer relationships
• Team-oriented leader who thrives in cross-functional environments
• Adaptable and innovative problem-solver with a focus on delivering results