As Customer Advocacy Manager, you'll build and scale the programs, processes, and customer relationships that turn satisfied Ministry Brands customers into active advocates - powering the references, reviews, referrals, and stories that give prospects and the market proof of what our software makes possible. Great advocacy creates value for the customer while also driving measurable business impact across acquisition, expansion, retention, and brand reputation. You'll partner closely with Customer Marketing, Customer Success, Sales, Product Marketing, and Events to identify advocates and activate them at the right moments throughout the customer lifecycle.
- Build and manage the overall customer advocacy strategy, including customer references, reviews, referrals, customer stories, speaking opportunities, advisory programs, and peer engagement.
- Develop scalable advocate journeys and participation pathways based on customer interest, relationship strength, product usage, segment, and lifecycle stage.
- Own the end-to-end customer reference program - advocate recruitment, qualification, matching, fulfillment, tracking, and recognition - while protecting advocates from overuse.
- Own customer review programs across relevant third-party review platforms, driving both volume and quality of reviews at key moments in the customer journey.
- Build and optimize customer referral programs designed to generate qualified new-customer pipeline, tracking advocacy-sourced leads, pipeline, and revenue.
- Identify customers with compelling outcomes and stories, and partner with Product Marketing and Communications to produce case studies, testimonials, videos, and other customer-led content.
- Maintain a centralized, searchable library of customer advocates, stories, proof points, and approved assets that Sales and Marketing can access on demand.
- Own the customer advocacy technology stack, serving as the internal subject matter expert and maintaining accurate advocate profiles, permissions, and engagement data.
- Build workflows and integrations that connect advocacy data with CRM and marketing automation systems.
- Support the development of customer peer groups, advisory councils, and executive engagement programs, recruiting and managing customers for Customer Advisory Boards and speaking opportunities.
- Establish KPIs for customer advocacy and report on program performance, including advocate growth, reference fulfillment, review volume, referrals, and advocacy-sourced pipeline.
- Measure the influence of advocacy programs on acquisition, retention, expansion, and sales velocity, and use the data to prioritize where to invest next.
What We're Looking For - 4-6 years of experience in customer marketing, customer advocacy, lifecycle marketing, community, or customer success marketing, ideally within B2B SaaS.
- Demonstrated experience building or managing customer advocacy programs including references, reviews, referrals, customer stories, or advocate communities.
- Experience managing a customer reference program at scale.
- Strong understanding of CRM and marketing automation systems.
- Experience building repeatable processes and operational infrastructure, not simply executing individual campaigns.
- Strong analytical skills and comfort establishing KPIs, building reporting, and demonstrating program ROI.
- Excellent written and verbal communication skills, with the ability to engage credibly with customers ranging from day-to-day users to senior executives.
- Strong project management skills and exceptional attention to detail, with the ability to manage multiple programs and stakeholders simultaneously.
- Proven ability to work cross-functionally with Sales, Customer Success, Product Marketing, Product, Events, and Communications.
- Strong judgment and customer empathy, particularly when determining when and how customers should be asked to participate.
Preferred - Hands-on experience administering customer advocacy, community, gifting, referral, or review marketing technology.
- Experience running Customer Advisory Boards or executive customer engagement programs.
- Experience in faith-based, non-profit, or association markets.
Physical Considerations - Ability to work in a general office environment.
- Ability to handle extended periods of computer-based work, including telephone.
Travel Considerations - Domestic and/or international travel required, estimated up to 10%.
Benefit offerings designed to promote a life of balance! At Ministry Brands, we recognize that your career is just one important piece of your dynamic life. We offer a robust range of benefit offerings designed to cultivate a lifestyle of balance and personal success.
Robust healthcare options - Employees have several healthcare options to choose from in order to find what works best for them.
Flexible paid time off - There is no perfect, one size fits all balance between work and home. We provide flexible work schedules, PTO for vacation, and up to 80 hours of paid sick/safe leave. We also feature 11.5 days of fully paid holidays!
Invest in your future - Ministry Brands matches 100% of your 401(k) contributions, dollar-for-dollar, up to 3%. Contribute 3%, and we add another 3%. It's well-earned money working toward your retirement from day one.
Paid parental leave - Adding a new child to the family is a big adjustment! We provide the time and income to allow parents to adjust to their new normal in the healthiest way possible.
Mental health support -Ministry Brands is a stigma free company with the National Alliance on Mental Illness. Associates are supported through an Employee Assistance Program which provides access to in-person or virtual counseling at no cost.
Professional development reimbursement -Ministry Brands aims to support your professional development and empower you to drive your career by providing financial assistance to our associates seeking to further their education and career.
Employee Recognition & Rewards - At Ministry Brands, we use Nectar to celebrate achievements and strengthen our culture of recognition. This social platform empowers employees to send meaningful kudos, award points redeemable for rewards, and highlight contributions that exemplify our values. Through Nectar, we foster engagement and appreciation while providing tangible ways to recognize great work.
