Customer Advocacy Manager job description.
A Customer Advocacy Manager builds and manages programs that turn satisfied customers into references, case studies, and champions for the business. They work closely with marketing, sales, and customer success to identify advocates, capture testimonials, and run reference programs. This role is common in B2B SaaS and technology companies.
The Customer Advocacy Manager job description · $29
The full editable .docx — role summary, 8 worked responsibilities, qualifications, and skills, formatted for your letterhead. Delivered to your inbox within 24 hours — usually instantly.
Role: Customer Advocacy Manager Reports to: Director of Customer Marketing
A Customer Advocacy Manager builds and manages programs that turn satisfied customers into references, case studies, and champions for the business. They work closely with marketing, sales, and customer success to identify advocates, capture testimonials, and run reference programs. This role is common in B2B SaaS and technology companies.
- Identify and recruit customers for advocacy, reference, and case study programs
- Build and manage a customer reference database and request workflow
- Coordinate case studies, testimonials, and video stories with customers
What's inside the document.
One-paragraph plain-English explanation of the role's outcome and scope.
8 responsibilities phrased the way the work is actually done.
4 qualifications a candidate must have to perform on day 30.
3 qualifications that would make a candidate excellent in year two.
5 skill chips you can copy directly into your ATS.
Director of Customer Marketing
A complete document set.
- Word document (.docx) — fully editable
- PDF — signature-ready
- Google Docs — one-click copy to your Drive
- 12 months of updates to this document
- Commercial-use licence for internal and client work
The work, not the title.
- Identify and recruit customers for advocacy, reference, and case study programs
- Build and manage a customer reference database and request workflow
- Coordinate case studies, testimonials, and video stories with customers
- Partner with sales on reference requests during the deal cycle
- Run customer advisory boards or advocate community programs
- Track and report advocacy program metrics and business impact
- Coordinate advocate participation in events, webinars, and reviews
- Maintain positive, ongoing relationships with key advocate accounts
Required — and what would make a candidate excellent.
- 3+ years of experience in customer marketing, advocacy, or customer success
- Strong relationship-building and communication skills
- Experience coordinating cross-functionally with sales and marketing
- Comfort managing a portfolio of external relationships
- Experience with advocacy or reference management platforms
- Background in B2B SaaS or technology customer marketing
- Public speaking or event coordination experience
Eight steps from download to publish.
- 01Open the Customer Advocacy Manager job description in Word or your one-click Google Docs copy.
- 02Replace placeholders for company name, reporting line, and location with your specifics.
- 03Tighten the summary to one paragraph that names the team's outcome, not just the role.
- 04Edit the responsibilities to match the actual scope of the seat — aim for 6 to 8 items, not 12.
- 05Separate required qualifications from preferred. Required is what a candidate must have to do the work on day 30; preferred is what would make them excellent in year two.
- 06Add salary range guidance using BLS, Payscale, or your own band data — do not copy generic figures.
- 07Have the hiring manager and one peer read it. Cut anything that wouldn't survive a candidate question.
- 08Publish to your ATS, intranet, and external careers page.
The right document at the right moment.
Use this Customer Advocacy Manager job description any time you are opening or reopening a seat at this level. The mid band sets the calibration — copy the document, tighten it to your specific scope, and circulate to the hiring panel before the first interview.
The reporting line (Director of Customer Marketing) and skills list are starting points. Override either if your org structure or stack differs from the norm — the template is a draft, not a contract.
Honest answers before you download.
- How is Customer Advocacy different from Customer Success?
- Customer Success focuses on retention and product adoption, while Customer Advocacy focuses on turning happy customers into public references and champions.
- What background works well for this role?
- Candidates with prior customer success, customer marketing, or public relations experience typically transition well into customer advocacy.
Other documents in this neighbourhood.
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Customer Experience Manager
A customer experience manager owns the strategy and execution of initiatives that improve customer satisfaction across every touchpoint.
Chief Customer Officer
A Chief Customer Officer owns the organization's end-to-end customer experience strategy, aligning support, success, and product teams around retention and satisfaction outcomes.
This Customer Advocacy Manager job description is a professionally drafted starting point for your hiring process and is not legal advice. Hiring practice varies by jurisdiction (e.g. pay-transparency laws differ across US states and AU jurisdictions). Adapt this document for your specific location and have employment counsel review any clauses you add before publishing. Salary varies by region, employer type, and experience. Reference BLS or current industry surveys for ranges. Full disclaimer.