Senior Customer Advocacy & Community Manager

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Tekmetric

📍Remote - Worldwide

Summary

Join Tekmetric as our Senior Customer Advocacy & Community Manager and build a sustainable program that celebrates customer wins, fuels referrals and reviews, maximizes lifetime value, and boosts long-term retention. Working with the VP of Customer Success and various teams, you will connect and amplify user voices, architecting programs and platforms that elevate both customers and the brand. You will build advocacy engines, grow and nurture the community, own customer communications, boost retention and expansion, capture and curate customer proof, drive referrals and reviews, champion the voice of the customer, and measure and report impact. This role requires 5+ years of experience in customer marketing, community building, or related fields, ideally in high-growth SaaS or customer-centric industries. You should be customer-obsessed, deeply familiar with engagement strategies, and comfortable working cross-functionally. Tekmetric offers competitive salaries, generous PTO, paid parental leave, comprehensive health benefits, 401k matching, and wellness programs.

Requirements

  • 5+ years of experience in customer marketing, community building, customer advocacy or related fields, ideally within high-growth SaaS or customer-centric industries
  • Proven track record bootstrapping Champions/CAB programs as a team of one (or very small team)
  • Must be customer-obsessed with a desire to learn what motivates them, how they think, and what they like
  • Deeply familiar with engagement strategies and channels
  • Proven success working cross-functionally with internal business partners, including customer success, product marketing, content, sales, and data analytics teams
  • Comfortable using data to inform your strategy with the ability to determine the success or failure of an initiative based on what the data says, and how to communicate that insight to leadership
  • Excellent written and verbal communication skills with the ability to tailor a message for a specific audience
  • A community-first marketer who believes that the people behind the product are the heartbeat of any brand, and knows how to celebrate and engage them
  • Self-starter attitude with a bias for action and ownership — comfortable navigating ambiguity and ability to create structure and process in a fast-paced environment

Responsibilities

  • Build Advocacy Engines: Create a tiered loyalty framework that tracks power users, rewards them with perks, and surfaces new champions for referrals, reviews, and references—maximizing customer lifetime value
  • Grow & Nurture Community: Upgrade our user group into a vibrant, inclusive hub for peer learning and feedback, partnering with the VP of CS to keep the conversation thriving online and at industry events
  • Own Customer Comms: Develop a style guide and segmentation calendar so every customer touchpoint, from product updates and newsletters to education drips, hits the right audience at the right moment
  • Boost Retention & Expansion: Analyze usage data to spot positive or negative intent signals, then—in partnership with Demand Gen and Customer Success—launch the right follow-up: adoption workshops and in-app guides for at-risk shops, or cross-sell campaigns and ROI content for growth-ready accounts
  • Capture and Curate Customer Proof: Gather authentic customer wins (e.g. quotes, statistics, raw clips, photos, case studies) and load them into a searchable evidence library, then route standout stories to Content, Design, and Social for polishing so Sales, Marketing, and Product always have compelling proof at their fingertips
  • Drive Referrals & Reviews: Make it effortless for advocates to spread the word via self-serve workflows, and recognize their efforts through a structured Champions program
  • Champion Voice of Customer: Create structured feedback loops (think: shop-owner councils, listening sessions, quick-pulse surveys) and channel those insights to Product and CX while driving a cross-functional task force to smooth out the customer journey
  • Measure & Report Impact: Set the north-star metrics for advocacy and retention (e.g. advocate engagement, referral volume, influenced revenue, and NPS), track them in live dashboards, and translate results into clear, actionable insights for leadership in regular executive reviews

Preferred Qualifications

Familiar with marketing technologies (experience with Postal.io, Pendo, and Hubspot a plus) and can ramp on our product quickly

Benefits

  • Enjoy the flexibility of remote work
  • Competitive base salaries that reflect your value
  • Generous Paid Time Off, because we know you do your best work when you're well-rested
  • Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones
  • Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families
  • Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp
  • 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you
  • Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further
  • Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind
  • Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best
  • After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you
  • Keep growing with support for continuing education - we’re invested in your development

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