Senior Customer Advocacy Manager

Commerce•Austin, TX

3d•Hybrid

About The Position

At Commerce, our mission is to empower businesses to innovate, grow, and thrive with our open, AI-driven commerce ecosystem. As the parent company of BigCommerce, Feedonomics, and Makeswift, we connect the tools and systems that power growth, enabling businesses to unlock the full potential of their data, deliver seamless and personalized experiences across every channel, and adapt swiftly to an ever-changing market. We believe in harnessing AI responsibly to unlock new possibilities, and we’re looking for individuals who use it intentionally to solve problems, accelerate outcomes, and expand what’s possible in their role. Our purpose is to help businesses confidently solve complex commerce challenges so they can build smarter, adapt faster, and grow on their own terms. If you want to be part of a team of bold builders, sharp thinkers, and technical trailblazers who shape the future of commerce, this is the place for you. We are looking for a Senior Customer Advocacy Manager to build and lead a world-class customer advocacy program. In this highly visible role, you will be the champion for our customers' voices, transforming their success stories into compelling content, driving a robust presence across peer review platforms, and launching a scalable advocacy program that powers pipeline and brand trust. This is a unique opportunity to build a program from the ground up, influence go-to-market strategy, and work cross-functionally with Sales, Customer Success, Product, and Marketing to elevate our customers at every stage of the buyer journey.

Requirements

5–7 years of experience in customer marketing, customer advocacy, or a closely related B2B marketing role
Proven track record of building or scaling customer advocacy or reference programs, ideally in a SaaS or Commerce technology environment
Hands-on experience managing peer review platforms such as G2, Gartner Peer Insights, and/or TrustRadius
Experience implementing or managing a customer advocacy tool or platform
Exceptional storytelling and written communication skills with demonstrated ability to produce customer case studies and content
Strong project management skills with the ability to manage multiple priorities and stakeholders simultaneously
Data-driven mindset with experience building program metrics, dashboards, and executive reporting
Comfortable leveraging AI-powered tools (e.g., ChatGPT, Claude, or similar) to accelerate content creation, draft customer stories, and streamline workflows across the advocacy program
Ability to critically evaluate and refine AI-generated content to ensure it meets brand standards, accuracy requirements, and customer-approved messaging
Proactively identifies opportunities to incorporate AI into repeatable program workflows such as review monitoring, reporting, and advocate outreach to improve efficiency and scale

Nice To Haves

Familiarity with tools such as Deeto or similar advocacy platforms
Experience collaborating with Sales on reference and referral programs
Background working in a high-growth or enterprise SaaS environment

Responsibilities

Identify, develop, and manage a pipeline of compelling customer case studies, video testimonials, and success stories across Commerce segments and verticals
Partner with the Sales, Customer Success, and Product Marketing to surface high-impact customer wins and translate them into polished, multi-format content assets
Partner with the content team to write and edit customer-facing narratives that clearly articulate business outcomes, ROI, and transformative results
Maintain a content library of approved customer stories and ensure assets are accessible and activated across Sales, Marketing, Social and web channels
Manage the bi-weekly Customer Stories Taskforce meeting and maintain all projects in Asana.
Own strategy and execution for key peer review platforms including G2, Gartner Peer Insights, TrustRadius.
Drive review volume and ratings quality through targeted campaigns and customer outreach programs
Monitor and analyze review trends, competitive positioning, and sentiment; deliver regular reporting to leadership
Collaborate with Product and CX teams to respond to feedback trends and close the loop with customers
Design, launch, and scale a formal customer advocacy program, defining the framework, tiers, incentive structures, and engagement model from scratch
Evaluate, implement, and manage a dedicated customer advocacy platform (e.g.,Deeto, ReferenceEdge, etc), owning vendor relationships and ROI measurement
Build and nurture a community of enthusiastic brand advocates, creating meaningful opportunities for engagement including speaking engagements, advisory boards, and reference calls
Develop advocacy program metrics and dashboards; consistently report on impact to pipeline, win rates, and brand awareness
Own the process for obtaining and managing customer branding and logo usage rights across all marketing channels and assets
Maintain an up-to-date registry of approved customer logos, trademarks, and co-branding guidelines
Partner with Legal and Brand teams to ensure all usage is compliant with customer agreements and brand standards
Proactively expand the library of approved customer logos and brand assets in partnership with Account Management and Sales
Manage the churned merchant process to remove stories or logos from marketing materials and websites of merchants who have churned.
Define, track, and report on the metrics that demonstrate advocacy's direct contribution to business outcomes.
Partner closely with Sales, Revenue Operations, and Marketing Analytics to attribute influenced and sourced pipeline to specific advocacy touchpoints, and establish a reporting cadence that keeps leadership informed of program ROI.
Monitor engagement health across the advocate community, tracking participation rates, reference utilization, and content performance to continuously optimize the program.
Develop executive-ready reporting that ties advocacy impact to brand trust metrics, competitive positioning on peer review platforms, and renewal and expansion rates making the case for advocacy as a revenue-driving function, not just a marketing asset.