Customer Advocacy Program Manager

Higher Logic

Customer Advocacy Program Manager responsible for executing and scaling customer engagement programs at Higher Logic. Driving retention, product adoption, and customer satisfaction through advocacy initiatives.

Posted 4/24/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Develop and manage customer advocacy and engagement program, including framework, goals, structure, and success metrics, to drive customer stories, references, and other advocacy opportunities.
Manage, execute, and evolve Customer Advisory Board (CAB) program including planning, facilitation, stakeholder alignment, and customer communications.
Lead strategic management of the online community, including day-to-day operations, content planning and execution, engagement strategies, and performance monitoring.
Organize and facilitate virtual and in-person customer user groups and events to drive engagement, knowledge sharing, product adoption, and impact customer retention.
Partner with cross-functional stakeholders to align program priorities with business objectives, integrate customer insights, and improve customer experience outcomes.
Support and drive the evolution of program best practices by identifying, testing, and implementing new approaches and technologies, including AI.
Define, track, and analyze program performance metrics and customer feedback to identify trends and drive continuous and strategic improvements.
Execute and enhance scalable processes, playbooks, and engagement strategies to support consistent program execution.
Serve as a subject matter resource in customer advocacy and community engagement, providing guidance across teams.
Conduct all business in accordance with Higher Logic policies and procedures.

Requirements

What you’ll need

Direct experience in customer marketing, customer advocacy, or community management in a B2B SaaS environment.
Experience leading or managing customer-facing programs.

Benefits

Comp & perks

Competitive compensation.
Comprehensive health benefits package.
401(k) plan with employer match.
Healthcare and dependent-care flexible spending account.
Company short-term and long-term disability insurance.
Company culture that recognizes its employees.
Room for growth and development and management that cares about your professional growth and will help you achieve your goals.
Significant advancement opportunities for outstanding performers.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer advocacycustomer engagementprogram managementperformance metricscontent planningstakeholder alignmentcommunity managementevent facilitationprocess executionB2B SaaS

Soft Skills

strategic managementcross-functional collaborationknowledge sharingcustomer experience improvementguidancecommunicationleadershiporganizational skillsanalytical skillsadaptability