Customer Advocacy Program Manager

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
• 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
• implementation of a customer advocacy and champion program platform — incorporating gamification, tiered rewards
• 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
• deeper engagement that strengthens the advocate relationship over time.
• Develop customer stories, case studies
• testimonials: Source and coordinate the creation of advocacy-led content — including written case studies, video testimonials
• customer quotes — for use across sales, marketing
• 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
• 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
• Customer Success to identify advocate candidates, align on customer health and retention
• 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
• 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
• renewal revenue influenced — using Salesforce, Reference Edge
• 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
• 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
• similar) — using them to accelerate content creation, streamline outreach, analyze program data
• 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
• 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
• 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
• 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: $83,600.00 - $125,400.00 8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
• For 8x8 jobs located in the US: 8x8 participates in the E-Verify program .
• View the Participant Poster in English and Español.
• View the Right to Work Poster in English and Español.
• We also provide reasonable accommodation to individuals with disabilities in accordance with applicable laws.
• Learn more or email us at careers@8x8.com (Include “Reasonable Accommodation” in the subject line) Our Job Applicant Privacy Notice can be found here .
• Learn more on our company website at www.8x8.com follow our pages on LinkedIn , Twitter , Facebook and Instagram .