Director of Customer Advocacy, North America
About the role
The new Director of Customer Advocacy (North America) will be responsible for transforming successful customer partnerships into tangible business value across the North American market, requiring a focus on commercial results and cross-functional leadership.
Job Responsibilities
Strategic Revenue & Commercial Impact: Pipeline Influence (ACV): Directly quantify and drive the contribution of customer advocacy to sales velocity, pipeline acceleration, and Annual Contract Value (ACV) closure, ensuring advocacy activities are aligned to business priorities.
Solutions Focus: Partner closely with Sales and Pre-Sales to identify strategic solution wins, translating complex customer implementations into compelling, easy-to-digest narratives that validate core product differentiation.
Go-to-Market Integration: Embed the voice of the customer as a key, measurable component of all major initiatives and marketing campaigns in the region.
Cross-Functional Alignment & Stakeholder Relations: Executive Transparency: Maintain straight-talking, results-oriented relationships with senior leaders across Sales, Marketing, and Product teams, serving as the trusted source for customer success and reference viability.
Strategic Advocacy Cultivation: Lead the proactive identification and securing of critical customer advocates that align with both North American regional goals and broader global priorities. Lead the development and maintenance of deep, long-term executive partnerships that deliver powerful, continuous advocacy and mutual value.
Team Leadership & Operational Excellence: Performance Management: Lead, mentor, and inspire the North America Advocacy team, fostering a culture focused on quantifiable outcomes and efficiency.
Program Ownership: Oversee the development and execution of the regional customer reference program, ensuring consistent quality, diversity of advocates, and the timely creation of high-impact assets (e.g., video, detailed case studies) that align with market priorities.
About You
Basic Qualifications: 15+ years of professional experience in customer marketing and communications in enterprise technology or SaaS
12+ years of development and execution with customer advocacy strategies.
12+ years of experience with the development and execution of successful customer reference programs.
12+ years of people leadership experience along with building strong, productive, high-performing teams.
Possesses executive presence and has the ability to advise senior leadership.
Other Qualifications
Project management and organizational skills
Storytelling instincts, writing/editing skills, and editorial judgment
Experience with generative AI in content and idea generation
Passion for the future of work, technology and leadership
Bachelor's degree in journalism, communications, or a related field.