Senior Customer Advocacy Manager

Title: Senior Customer Advocacy Manager

Location: Austin, TX

Hybrid

time type

Full time

job requisition id

JR102638

Welcome to the Agentic Commerce Era

 

 

At Commerce, our mission is to empower businesses to innovate, grow, and thrive with our open, AI-driven commerce ecosystem. As the parent company of BigCommerce, Feedonomics, and Makeswift, we connect the tools and systems that power growth, enabling businesses to unlock the full potential of their data, deliver seamless and personalized experiences across every channel, and adapt swiftly to an ever-changing market. We believe in harnessing AI responsibly to unlock new possibilities, and we’re looking for individuals who use it intentionally to solve problems, accelerate outcomes, and expand what’s possible in their role. Our purpose is to help businesses confidently solve complex commerce challenges so they can build smarter, adapt faster, and grow on their own terms. If you want to be part of a team of bold builders, sharp thinkers, and technical trailblazers who shape the future of commerce, this is the place for you.

 

 

 

 

We are looking for a Senior Customer Advocacy Manager to build and lead a world-class customer advocacy program. In this highly visible role, you will be the champion for our customers' voices,  transforming their success stories into compelling content, driving a robust presence across peer review platforms, and launching a scalable advocacy program that powers pipeline and brand trust.

 

This is a unique opportunity to build a program from the ground up, influence go-to-market strategy, and work cross-functionally with Sales, Customer Success, Product, and Marketing to elevate our customers at every stage of the buyer journey.

 

What You'll Do

 

Customer Stories & Content

• Identify, develop, and manage a pipeline of compelling customer case studies, video testimonials, and success stories across Commerce segments and verticals

• Partner with the  Sales, Customer Success, and Product Marketing to surface high-impact customer wins and translate them into polished, multi-format content assets

• Partner with the content team to write and edit customer-facing narratives that clearly articulate business outcomes, ROI, and transformative results

• Maintain a content library of approved customer stories and ensure assets are accessible and activated across Sales, Marketing, Social and web channels

• Manage the bi-weekly Customer Stories Taskforce meeting and maintain all projects in Asana.

 

Peer Review Sites & Online Reputation

• Own strategy and execution for key peer review platforms including G2, Gartner Peer Insights, TrustRadius.

• Drive review volume and ratings quality through targeted campaigns and customer outreach programs

• Monitor and analyze review trends, competitive positioning, and sentiment; deliver regular reporting to leadership

• Collaborate with Product and CX teams to respond to feedback trends and close the loop with customers

 

Advocacy Program Launch & Management

• Design, launch, and scale a formal customer advocacy program, defining the framework, tiers, incentive structures, and engagement model from scratch

• Evaluate, implement, and manage a dedicated customer advocacy platform (e.g.,Deeto, ReferenceEdge, etc), owning vendor relationships and ROI measurement

• Build and nurture a community of enthusiastic brand advocates, creating meaningful opportunities for engagement including speaking engagements, advisory boards, and reference calls

• Develop advocacy program metrics and dashboards; consistently report on impact to pipeline, win rates, and brand awareness

 

Brand & Logo Rights Management

• Own the process for obtaining and managing customer branding and logo usage rights across all marketing channels and assets

• Maintain an up-to-date registry of approved customer logos, trademarks, and co-branding guidelines

• Partner with Legal and Brand teams to ensure all usage is compliant with customer agreements and brand standards

• Proactively expand the library of approved customer logos and brand assets in partnership with Account Management and Sales

• Manage the churned merchant process to remove stories or logos from marketing materials and websites of merchants who have churned.

 

Measurement & Reporting

• Define, track, and report on the metrics that demonstrate advocacy's direct contribution to business outcomes. This includes working with Marketing Ops to  build dashboards that connect advocacy program activity, reference calls, peer reviews, case studies, and referrals  to pipeline acceleration, deal velocity, and win rates. Partner closely with Sales, Revenue Operations, and Marketing Analytics to attribute influenced and sourced pipeline to specific advocacy touchpoints, and establish a reporting cadence that keeps leadership informed of program ROI. 

• Monitor engagement health across the advocate community, tracking participation rates, reference utilization, and content performance to continuously optimize the program.

• Develop executive-ready reporting that ties advocacy impact to brand trust metrics, competitive positioning on peer review platforms, and renewal and expansion rates making the case for advocacy as a revenue-driving function, not just a marketing asset.

 

What You Bring

 

• 5–7 years of experience in customer marketing, customer advocacy, or a closely related B2B marketing role

• Proven track record of building or scaling customer advocacy or reference programs, ideally in a SaaS or Commerce technology environment

• Hands-on experience managing peer review platforms such as G2, Gartner Peer Insights, and/or TrustRadius

• Experience implementing or managing a customer advocacy tool or platform

• Exceptional storytelling and written communication skills with demonstrated ability to produce customer case studies and content

• Strong project management skills with the ability to manage multiple priorities and stakeholders simultaneously

• Data-driven mindset with experience building program metrics, dashboards, and executive reporting

• Comfortable leveraging AI-powered tools (e.g., ChatGPT, Claude, or similar) to accelerate content creation, draft customer stories, and streamline workflows across the advocacy program

• Ability to critically evaluate and refine AI-generated content to ensure it meets brand standards, accuracy requirements, and customer-approved messaging

• Proactively identifies opportunities to incorporate AI into repeatable program workflows such as review monitoring, reporting, and advocate outreach  to improve efficiency and scale

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Preferred

 

• Familiarity with tools such as Deeto or similar advocacy platforms

• Experience collaborating with Sales on reference and referral programs

• Background working in a high-growth or enterprise SaaS environment

 

Work Where You Thrive

For candidates based in the Austin, TX Metro area, this role follows a hybrid work model, with three days per week in the office to balance focused individual work and meaningful in-person collaboration.

Applicants must reside in the United States to be considered a candidate.

(Pay Transparency Range: $97,478.00 - 172,020.00)

 

#LI-KE1
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Compensation Transparency

The national base salary range for this role is posted above in this job post.

 

Final compensation will be determined based on factors such as relevant experience, skills, qualifications and geographic location. We also consider internal equity to help ensure fair and consistent pay practices across our teams.

 

Where applicable, this role may also be eligible for variable compensation (such as bonus or commission), equity, and benefits in accordance with local policies. Details will be shared during the hiring process. We are committed to equitable and transparent pay practices that align to market data, internal equity, and individual contribution.

 

 

 

Inclusion and Belonging

 

 

At Commerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive.

 

We are committed to creating an inclusive and accessible hiring experience for all candidates. If you require accommodations or adjustments at any stage of the recruitment process, please let us know and we will work with you to meet your needs.

 

Learn more about the Commerce team, culture and benefits at https://www.commerce.com/careers/

 

 

Protect Yourself Against Hiring Scams: Our Corporate Disclaimer 

Commerce, along with many other employers, has become the subject of fraudulent job offers to hopeful prospective job seekers.

Be advised:
Commerce does not offer jobs to individuals who do not go through our formal hiring process.

Commerce will never:

• require payment of recruitment fees from candidates;

• request personally identifiable information through unsanctioned websites or applications;

• attempt to solicit money from you as part of the hiring process or as part of an employment offer;

• solicit money to complete visa requirements as part of a job offer.

If you receive unsolicited offers of employment from Commerce, we urge you to be extremely cautious and avoid engaging or responding.