Customer Advocacy Program Manager

About the Role

Key Responsibilities

• Act as a matchmaker between internal teams and customer advocates, ensuring alignment with stakeholder needs across sales, marketing, social, PR, and product functions.
• Conduct intake conversations with nominated customers to understand their UKG journey, comfort level (e.g., video, speaking, social), and areas of expertise.
• Build detailed customer profiles to support strategic match-making for campaigns, reference requests, and speaking opportunities.
• Partner with CSMs and customer-facing teams to recruit and onboard new advocates, proactively identifying strong candidates within target accounts.
• Manage customer participation in programs such as sales references, peer reviews, case studies, speaking engagements, and social media content.
• Maintain accurate data and activity tracking using tools like Salesforce, Power BI, and Upland RO Innovation.
• Collaborate with agency and internal creative partners to support customer storytelling efforts.
• Provide recommendations on which customers best align with specific marketing or sales goals, and assist in match-making across various advocacy initiatives.
• Serve as an internal point of contact for reference requests, responding quickly, thoughtfully, and strategically.

Requirements

• 3-5 years of experience in customer advocacy, customer success, marketing, or relationship management, ideally within the SaaS or high-tech industry.
• Familiarity with tools like Salesforce, Power BI, Excel, SharePoint, and Upland RO Innovation (or similar reference platforms).
• Experience supporting large B2B sales cycles through customer reference programs or case study development at a technology company.

Nice to Have

• High comfort level working with customers on video, in interviews, or prepping for public appearances.
• Demonstrated success in building relationships and telling compelling customer stories.
• Strong communication skills—comfortable leading intake calls, interviewing customers, and collaborating with cross-functional teams.
• Confident, curious, and able to stand your ground in stakeholder conversations while advocating for both the customer and the business.
• Strategic thinker with a bias for action and ability to manage multiple, fast-moving projects.
• Comfortable with ambiguity, able to generate and share new ideas, and help evolve the program structure as the business grows.
• Enthusiastic and proactive team player with a solutions-first mindset and a collaborative approach.
• Prior experience working with global teams or international campaigns.
• Willingness to travel a few times per year, as needed.

Qualifications

• Educational background is not explicitly specified, but relevant experience is emphasized.

Benefits & Perks

• Competitive salary range of $70,100 to $100,800, with potential short-term and long-term incentives.
• Comprehensive benefits package available on UKG's careers site.
• Wellness programs, tuition reimbursement, and a customizable expense reimbursement program called U Choose.
• Inclusive culture with active employee resource groups and supportive leadership.