Senior Customer Advocacy & Community Manager

What You’ll Do

We’re searching for a builder-at-heart who can transform enthusiastic customers into a powerful flywheel for Tekmetric’s growth. As our Senior Customer Advocacy & Community Manager, you’ll design a sustainable program that celebrates customer wins, fuels referrals and reviews, maximizes lifetime value and boosts long-term retention. Working side-by-side with our VP of Customer Success and partnering across Product, Sales, and Marketing, you’ll connect and amplify our users’ voices—architecting programs, platforms, and stories that elevate both our customers and the brand. This role reports to the Senior Director of Brand and Community. If you enjoy building systems that let great stories spread on their own, leveraging customer insights to inform your strategy, and standing up a powerful customer advocacy engine from the ground up, we’d love to talk.

• 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.

What You’ll Bring

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