Customer Advocacy Program Manager

Also known as: Customer Marketing Manager | Advocacy Marketing Manager | Customer Champion Program Manager

Location:Remote — United States

About the Role:

Do you believe that customers are the most powerful voice a brand has? Are you energized by building customer advocacy programs that turn great customer experiences into lasting brand champions? At 8x8, we are looking for a remote Customer Advocacy Program Manager to join our growing Customer Advocacy & Engagement team. Reporting to the Director of Customer Advocacy & Engagement, this role sits at the heart of how we tell our customer story — through customer reference programs, peer review sites, social media advocacy, customer testimonials, case studies, and a brand-new gamified advocacy platform built from the ground up.

This is your opportunity to own a program that directly influences pipeline and revenue. From launching a customer champion program with rewards and gamification to scaling an always-on customer community, you will be the driving force behind turning our customers into lifelong 8x8 advocates. If you are ready to build something meaningful and measurable, we would love to hear from you.

This is a builder role. Yes, you will manage the day-to-day operations of a high-volume reference program — but your real mandate is to design, launch, and scale an advocacy engine that does not yet exist in its full form. We are looking for someone who sees the operational work as the foundation, not the ceiling, and who is energized by the opportunity to create something lasting.

What You'll Do:

Customer Reference Program Management

• 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.

• Support RFP: Identify and prepare customer references RFP submissions for enterprise sales deals.

• Facilitate reference calls that accelerate pipeline: 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.

• Grow and maintain the reference and advocate roster: 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.

Advocacy Program Launch & Scale

• Launch a global customer advocacy platform: Lead the evaluation, selection, and implementation of a customer advocacy and champion program platform — incorporating gamification, tiered rewards, and a centralized customer hub. Evaluate vendors for advocacy platforms.

• Build and scale a customer advocacy newsletter: Own the content strategy, editorial calendar, and distribution of a customer newsletter that keeps advocates engaged, informed, and connected to the 8x8 community.

• Drive online community participation: 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.

• Manage Customer Reference Forums and events: Identify customer speakers, pair with internal subject matter experts, manage logistics, and partner with Marketing Operations on event setup, promotion, and follow-up.

• Host regular advocate user meetings: 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.

• Develop customer stories, case studies, and testimonials: 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.

Review Site & Social Media Advocacy

• Manage peer review site campaigns: 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.

• Scale customer advocacy across social media: 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.

Cross-Functional Collaboration

• Partner across the 8x8 organization: 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.

• Maintain Account Manager and CSM relationships: 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.

Reporting & Revenue Impact

• Report on advocacy-influenced revenue: 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.

• Deliver end-of-quarter program reporting: 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.

• Leverage AI to execute and scale: 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.

• Identify and implement process improvements: Proactively surface gaps in customer advocacy workflows and recommend scalable improvements to processes, documentation, and marketing technology (MarTech) tooling.

You'll Have Accountability For:

• Advocacy pool growth: Drive +10% year-over-year growth in active customer advocates and references across all program tiers.

• Reference program health: Maintain high reference availability, fast turnaround times, and strong satisfaction scores from sales and prospects.

• Peer review site performance: Improve volume and quality of customer reviews on G2, Gartner Peer Insights, and TrustRadius quarter over quarter.

• Advocacy platform launch: Successfully evaluate, select, and implement a customer advocacy platform within the first year.

• Revenue influence reporting: Track and present advocacy-influenced pipeline and closed revenue to demonstrate measurable business impact.

• Cross-functional alignment: Build trusted partnerships across Sales, Customer Success, Support, and Social Media to keep customers at the center of every program.

• Content and asset production: Coordinate the delivery of customer case studies, testimonials, and advocacy-led content that supports demand generation and sales enablement.

The Essential Requirements of the Job Include:

• 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.

It Would Be a Plus If You Also Possess Experience In:

• Launching or scaling a customer advocacy, champion, or loyalty program from scratch — including platform selection and gamification strategy.

• Working with customer advocacy platforms such as Influitive, UserEvidence, Base, SlapFive, or similar MarTech tools.

• Supporting enterprise or government RFP processes.

• Customer marketing or customer success in the CCaaS, UCaaS, or cloud communications industry.

• Online community management and digital customer engagement strategy.

• Fluency in Google Suite, Asana, Salesforce, Tableau, and reference management software.

Key Skills & Technologies:

AI-Powered Marketing | Generative AI Tools | Customer Advocacy | Customer Reference Programs | Advocacy Marketing | Customer Marketing | Customer Champion Programs | B2B SaaS | Program Management | Gamification | Peer Review Management | Net Promoter Score (NPS) | CRM | Reference Tools | Asana | Community Management | Content Strategy | Case Studies | Customer Testimonials | Social Media Advocacy | Cross-Functional Collaboration | Pipeline Acceleration | Revenue Influence Reporting | Marketing Technology (MarTech) | Customer Success | Customer Engagement | Customer Retention | Stakeholder Management | Data Analysis | Customer Lifecycle Marketing

Join us at 8x8 and help build a customer advocacy program that puts our customers front and center — celebrating their success, amplifying their voices, and turning their stories into the most powerful growth engine we have. If you are ready to launch something that grows, resonates, and delivers measurable results, we would love to hear from you.

The compensation range reflects the Company’s good faith belief at the time of posting. 8x8 has different base pay ranges for different work locations within the United States, which allows us to pay employees competitively and consistently in different geographic markets. The range above reflects the potential base pay across the U.S. for this role; the applicable base pay range will depend on what ultimately is determined to be the candidate’s primary work location. Further, individual base pay depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience, knowledge, success, education and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time. Certain roles are eligible for additional rewards, including discretionary merit increases, bonus and/or stock. Certain roles have the opportunity to earn sales variable compensation incentives based on the terms of the plan and the employee’s role.

Salary Ranges: