Sr Director, Customer Advocacy

Pluralsight

93d • $164,000 - $227,000

About The Position

We are seeking a Senior Director of Customer Advocacy & Voice of the Customer (VoC) to be the strategic leader reporting to the Global SVP of Customer Success. This high-impact role is the engine of customer-centricity for our organization. You will design, scale, and lead world-class programs—from our exclusive Customer Advisory Board (CAB) to our flagship customer event, Shift—that capture, amplify, and utilize the customer perspective to drive company strategy. If you thrive on cross-functional influence and have a passion for embedding the customer's voice into every aspect of our business, this is your opportunity to define how we innovate and grow.

Requirements

• 10+ years of experience leading high-impact programs in Customer Advocacy, Customer Experience, or Marketing within a technology or enterprise software (SaaS) environment.
• Proven track record of building, running, and scaling high-profile customer events, including leading executive-level Customer Advisory Boards (CABs) and managing programming for flagship customer conferences.
• Demonstrated success in designing and implementing robust VoC and feedback loop programs that resulted in tangible changes to product, services, or Go-to-Market strategy.
• Expertise in utilizing advocacy and VoC platforms (e.g., Gainsight, Influitive, Medallia, Qualtrics) to capture and action customer data.
• Exceptional analytical skills combined with the ability to create compelling customer content (case studies, videos, testimonials) and influence executive-level thinking.
• A strong ability to build, mentor, and lead a high-performing team while fostering a culture of customer obsession.

Responsibilities

• Define and execute a comprehensive advocacy strategy that systematically turns successful customers into enthusiastic references, media participants, and industry thought leaders.
• Lead and grow our premier customer programs, including the Customer Advisory Board (CAB) to guide executive strategy, Shift (our flagship customer event) advocacy programming, and regional user groups.
• Partner deeply with Marketing to leverage customer stories for campaigns, product launches, and media opportunities.
• Design and manage a robust VoC program that captures and synthesizes customer sentiment from across all touchpoints: NPS/CSAT, support interactions, product usage data, and advisory boards.
• Deliver actionable, executive-level insights on customer trends, sentiment, and retention risks directly to the Product, CX, and Go-to-Market teams.
• Establish rigorous closed-loop processes to ensure customers see measurable outcomes and improvements based on the feedback they provide.
• Be the key partner to Product Management to ensure customer insights directly shape the development roadmap.
• Collaborate seamlessly with Sales and Customer Success to mobilize advocates for reference calls, speaking engagements, and success stories that drive revenue and retention.
• Present the impact of advocacy and VoC programs to the executive team and board on a regular basis.

Benefits

• Competitive compensation packages
• Medical coverage
• Unlimited PTO
• Wellness reimbursements
• Pluralsight subscription
• Professional development funds

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 1,001-5,000 employees