Senior Manager, Customer Advocacy

Summary

Join Samsara, a leader in the Connected Operations™ Cloud, as a Senior Manager, Customer Advocacy. Lead the development and evolution of a strategic portfolio of customer advocacy initiatives, including scaling existing programs like customer references and storytelling. Collaborate with various teams to amplify the customer voice and drive business outcomes. Boost customer participation, leverage data-driven insights, and optimize program performance. This role offers a unique opportunity to expand on established advocacy programs, driving loyalty and growth. The position is open to candidates residing in Canada.

Requirements

• 10+ years of experience at a high-growth, fast-paced global company on customer advocacy marketing team, including 2+ years of direct people management, with a proven ability to drive cross-functional initiatives in dynamic environments
• Strong leadership and problem-solving skills, with the ability to mobilize teams and drive impactful outcomes in a fast-paced environment
• Deep customer focus, with the ability to understand customer behaviors, motivations, and goals, and apply insights to effective decision-making
• Strategic thinker with a solid foundation in program management and a passion for coaching and team development
• Results-driven and detail-oriented, with strong analytical skills to measure advocacy program effectiveness and ROI
• Expertise in crafting compelling, concise storytelling to amplify the customer voice across channels
• Exceptional communication skills and executive presence, paired with strong empathy, excellent listening skills, and interpersonal abilities to build authentic relationships
• Experience with tools like Salesforce, ReferenceEdge, Airtable, etc. to manage and optimize workflows
• Bachelor’s degree from a 4-year institution

Responsibilities

• Develop and scale our strategic advocacy program portfolio: Lead the growth of our advocacy and loyalty programs, including awards, strategic partnerships, digital reputation, storytelling, and distribution initiatives. This involves building strong partnerships with leadership teams across Field Operations, Marketing, and Product to launch and evolve programs that foster authentic and lasting customer relationships with key accounts. Additionally, you will incorporate innovative solutions, such as AI-driven sentiment analysis and predictive analytics, to identify new advocacy opportunities and enhance program outcomes, ensuring their scalability and impact
• Uncover and elevate the customer voice: Oversee the discovery of impactful customer stories through both programmatic and on-demand sources, ensuring a steady pipeline of compelling narratives. Collaborating closely across Marketing teams, you will amplify these stories across integrated campaigns, brand initiatives, events, social media, web, press, and key proprietary moments such as our annual customer conference. Leveraging AI-powered tools, you will identify emerging trends and themes from customer feedback, using these insights to inform and enhance storytelling efforts across channels
• Drive the next phase of Customer Reference Program and self-service story hubs: Scale the existing Customer Reference Program by optimizing processes and workflows to effectively identify, recruit, track, and activate customer advocates. Empower customers to share their stories through reviews, referrals, reference calls, speaking engagements, and social media
• Conceptualize and execute innovative programs and campaigns: Spearhead new innovative programs and campaigns to support Customer Success and Go-to-Market (GTM) teams. This includes leveraging technology to personalize engagement and optimize program effectiveness, ensuring alignment with evolving business needs and market opportunities
• Refine team processes and establish a scalable operating model: Work collaboratively with cross-functional leaders and team members to mature and refine the team’s operating model, enabling scalable growth on a global level. This includes integrating automation to enhance operational efficiency and streamline processes. Embed Samsara’s values into the team’s practices and prioritize fostering the professional development of your team
• Drive cross-functional alignment and cohesive communication: Proactively align with key stakeholders across the customer journey to create seamless experiences, enable internal teams on tools and programs, and ensure initiatives align with top-line business goals and market demands
• Measure and share program effectiveness: Partner with Marketing Operations and Analytics to establish a robust reporting framework, leveraging advanced tools to measure the ROI and impact of advocacy programs on sentiment, retention, engagement, and growth outcomes
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices
• Hire, develop and lead an inclusive, engaged, and high-performing team

Preferred Qualifications

• Experience scaling customer advocacy or reference programs globally, with a focus on optimizing processes to support diverse international markets
• Familiarity with advanced technologies such as sentiment analysis or predictive analytics to uncover new advocacy opportunities and drive program outcomes
• Proven success in overseeing or coordinating large-scale customer events, conferences, or similar initiatives to amplify customer stories and strengthen relationships
• Exceptional collaboration, storytelling, and adaptability skills, paired with a growth mindset to thrive in a fast-paced, and evolving environment

Benefits

Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more