About the role:

We are seeking a results-driven, creative builder to manage a multi-person Customer Advocacy team to build and drive a best-in-class customer advocacy and loyalty program portfolio. 

As a Manager, Customer Advocacy you’d develop a portfolio of initiatives including launching customer engagement programs like an Advisory Council and Ambassador-style program, driving the next phase of Samsara’s Customer Reference Program, growing our Customer Awards, and launching internal tools to help each Samsarian tells our customers’ stories, and more. 

This is a highly collaborative role and team; and a sub-team of the broader Customer Marketing team. This position is an opportunity to build a foundational portfolio of programs and campaigns to drive authentic customer relationships and drive advocacy, loyalty, and retention across our growing bases of thousands of customers.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
• You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best. 

Click here to learn about what we value at Samsara.

In this role, you will: 

• Drive the development of our strategic advocacy program portfolio: Supervise the team in building our portfolio of advocacy and loyalty programs from the ground up from our Customer Advisory Council, Ambassador-style program, Awards program, and more; work with our executive team, and management for our Customer Success and Product teams to launch programs that unlock authentic customer relationships with top customers. 
• Uncover and elevate the customer voice in partnership with key teams across Marketing: Manage the team to uncover successful industry stories and work with teams across Marketing to bring these stories to life through key moments like integrating campaigns, brand campaigns, at our annual customer conference, etc. 
• Drive next phase of Customer Reference Program and self-service story hubs: Scale our existing Customer Reference Program, manage the team to optimize our customer advocate database and systems; and build new workflows and channels to identify, recruit, track, and enable advocates to share their stories via reviews, reference calls, referrals, and content, and partner with Sales, Product, and Marketing to drive reference program adoption and impact.
• Support key customer references needs for priority GTM initiatives: Identify and match key customer stories with priority opportunities such as speaking engagements at our customer conference, press, events, and product partnerships to enable Marketing, Product, and Sales. 
• Develop our first community and loyalty programs: Work with high-level administrators across Customer Success, Marketing, and Product to develop initial customer communities and find new ways to engage and reward advocates at scale.
• Concept and execute new programs and campaigns to meet the needs of the business: Spearhead and execute various new programs and campaigns to support Customer Success and GTM teams to meet the evolving needs of the business.
• Mature team processes and drive a consistent operating model: Work with cross-functional managers/directors and the team to develop consistent team processes and grow and iterate on the team’s operating model to scale globally.
• Drive cross-functional alignment and communication: Proactively and collaboratively, drive cross-functional alignment across the company, including Customer Outcomes and Product, to drive a cohesive customer experience, share learnings, and ensure initiatives are hitting at the heart of the business need.
• Measure campaign and program effectiveness and share across the business: Partner with Marketing Operations and Analytics to build a best-in-class reporting practice to measure ROI and impact of customer loyalty and advocacy program on customer retention, advocacy, and growth outcomes.
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.
• Hire, develop and lead an inclusive, engaged, and high performing team.

An ideal candidate has:

• 3-5+ years of experience in managing a customer advocacy, customer marketing, and/or marketing program team.
• Consistent record of setting up, defining, and driving cross-functional programs independently in a fast-paced environment.
• Adaptable and solution-oriented leadership style with a desire to work in an evolving, fast-paced environment.
• Strong management and influencer skill set; ability to quickly get to the heart of a problem and mobilize the right people to solve it.
• Structured and strategic thinker with strong program management foundation to enable coaching.
• Deep curiosity to become an expert on the customer – understanding their behaviors, motivations, blockers, and goals and weaves this into effective choices and execution – and enjoys educating others on the customer’s perspective.
• Passion and mastery of compelling, ‘no fluff’ storytelling.
• Executive presence, with strong verbal and written communication skills.
• Deep curiosity, excellent listening skills, strong empathy, and interpersonal skills to develop authentic relationships.
• Attention to detail and a commitment to exceptional work are part of your personal philosophy.
• Results-driven leader with analytical chops to measure the effectiveness of advocacy programs.
• Experience using tools including Salesforce, ReferenceEdge, etc.
• Bachelor’s degree from a 4-year institution.