Customer Advocacy Program Manager

8x8 connects our customers and teams globally, empowering CX leaders with performance and insights to make smarter decisions, delight customers, and drive lasting business impact. Customer Advocacy Program Manager Also known as: Customer Marketing Manager | Advocacy Marketing Manager | Customer Champion Program Manager Location: Remote — United States About the Role: Do you believe that customers are the most powerful voice a brand has? Are you energized by building customer advocacy programs that turn great customer experiences into lasting brand champions? At 8x8, we are looking for a remote Customer Advocacy Program Manager to join our growing Customer Advocacy & Engagement team. Reporting to the Director of Customer Advocacy & Engagement, this role sits at the heart of how we tell our customer story — through customer reference programs, peer review sites, social media advocacy, customer testimonials, case studies, and a brand-new gamified advocacy platform built from the ground up. This is your opportunity to own a program that directly influences pipeline and revenue. From launching a customer champion program with rewards and gamification to scaling an always-on customer community, you will be the driving force behind turning our customers into lifelong 8x8 advocates. If you are ready to build something meaningful and measurable, we would love to hear from you. This is a builder role. Yes, you will manage the day-to-day operations of a high-volume reference program — but your real mandate is to design, launch, and scale an advocacy engine that does not yet exist in its full form. We are looking for someone who sees the operational work as the foundation, not the ceiling, and who is energized by the opportunity to create something lasting. What You'll Do: Customer Reference Program Management Own end-to-end reference program operations: Manage a high-volume customer reference program — matching prospects to the right references, coordinating outreach, scheduling reference calls, and logging all activity in the reference management platform. Support RFP: Identify and prepare customer references RFP submissions for enterprise sales deals. Facilitate reference calls that accelerate pipeline: Coordinate and manage customer reference calls as a key lever in active sales cycles — connecting the right customer voices at the right moment to accelerate pipeline velocity and help bring deals across the finish line. Grow and maintain the reference and advocate roster: Build a curated pool of high-impact customer references and advocates across key industries — supporting the team goal to target +10% year-over-year growth in the total advocacy pool. Advocacy Program Launch & Scale Launch a global customer advocacy platform: Lead the evaluation, selection, and implementation of a customer advocacy and champion program platform — incorporating gamification, tiered rewards, and a centralized customer hub. Evaluate vendors for advocacy platforms. Build and scale a customer advocacy newsletter: Own the content strategy, editorial calendar, and distribution of a customer newsletter that keeps advocates engaged, informed, and connected to the 8x8 community. Drive online community participation: Work cross-functionally to grow the 8x8 customer community — connecting advocacy program participation with community engagement and ensuring a seamless customer experience across all touch points. Manage Customer Reference Forums and events: Identify customer speakers, pair with internal subject matter experts, manage logistics, and partner with Marketing Operations on event setup, promotion, and follow-up. Host regular advocate user meetings: Plan and facilitate ongoing meetings with active customer advocates — creating a forum for product feedback, peer connection, program updates, and deeper engagement that strengthens the advocate relationship over time. Develop customer stories, case studies, and testimonials: Source and coordinate the creation of advocacy-led content — including written case studies, video testimonials, and customer quotes — for use across sales, marketing, and demand generation. Review Site & Social Media Advocacy Manage peer review site campaigns: Lead ongoing outreach and campaign management across review sites — coordinating with Net Promoter Score (NPS) data sources, running targeted review campaigns, and maintaining relationships with platform contacts. Scale customer advocacy across social media: Partner closely with the Social Media team to amplify customer content and advocate stories across all channels, maintaining an always-on customer advocacy presence that keeps customers at the center of the 8x8 brand. Cross-Functional Collaboration Partner across the 8x8 organization: Collaborate closely with Sales, Customer Support, and Customer Success to identify advocate candidates, align on customer health and retention, and ensure customers participating in the advocacy program have an exceptional experience. Maintain Account Manager and CSM relationships: Lead regular standing calls with Account Managers (AMs) and Customer Success Managers (CSMs) to surface new reference and advocate candidates and maintain a healthy, growing program pipeline. Reporting & Revenue Impact Report on advocacy-influenced revenue: Track and report on the revenue and pipeline impact of customer advocacy activities — including reference calls, peer reviews, case studies, and advocate-led content — demonstrating the direct ROI of the advocacy program to leadership. Deliver end-of-quarter program reporting: Maintain accurate, on-time reporting on reference program performance, review site metrics, advocacy-led asset activity, and renewal revenue influenced — using Salesforce, Reference Edge, and the advocacy-led assets tracker. Leverage AI to execute and scale: Use AI tools to increase the speed and impact of the advocacy program