Customer Advocacy Program Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $83.6k - $125.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📋 Program Manager

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8x8

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1996

☁️ SaaS

📡 Telecommunications

🏢 Enterprise

💰 $121.9M Post-IPO Equity on 2022-01

SaaS • Telecommunications • Enterprise

8x8 is a comprehensive platform and partner designed to enhance customer experience (CX) by unifying business communications and interaction data. Trusted by over 3 million business users, 8x8 provides solutions such as contact centers, unified communications, and no-code APIs to address complex communication challenges. By integrating artificial intelligence into their platform, 8x8 helps businesses connect teams and customers, gain insights, and drive impactful results. The platform aims to modernize operations, mitigate risks, and build customer loyalty, offering a seamless and efficient experience for enterprises.

📋 Description

• 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. • Identify and prepare customer references RFP submissions for enterprise sales deals. • 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. • 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. • Lead the evaluation, selection, and implementation of a customer advocacy and champion program platform — incorporating gamification, tiered rewards, and a centralized customer hub. • Own the content strategy, editorial calendar, and distribution of a customer newsletter that keeps advocates engaged, informed, and connected to the 8x8 community. • 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. • Identify customer speakers, pair with internal subject matter experts, manage logistics, and partner with Marketing Operations on event setup, promotion, and follow-up. • 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. • 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. • 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. • 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. • 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. • 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. • 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. • 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. • 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. • 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.

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible working hours • Paid time off • Remote work options