Customer Advocacy Manager

Job description

Company Description Nexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees anywhere, with any application or network, before employees notice the issue. As the first solution to allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,200 customers to provide better digital experiences to more than 15 million employees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide. Job Description Are you passionate about creating exceptional customer experiences and turning satisfied customers into powerful advocates? We are looking for a highly motivated, hands-on Customer Advocacy Manager to own the execution and operations of our global customer advocacy program. Nexthink runs a dynamic, well-established global advocacy initiative—the Nexthink Ambassador Program—bringing together 200+ engaged customers from leading organizations. In this role, you will help scale and evolve the program by driving engagement, delivering high-impact experiences, and translating participation into meaningful advocacy. You bring strong ownership, thrive in a fast-paced environment, and excel at building authentic relationships that deliver real customer value. You will work as part of a close-knit team, collaborating with colleagues across different areas of the community and advocacy lifecycle. Program execution: Own day-to-day operations of the advocacy program, ensuring consistent, high-quality delivery. Customer recruitment & engagement: Identify, recruit, and engage customers; build trusted relationships and create experiences that keep them active and invested. Experience design: Plan and execute a balanced calendar of virtual and in-person activities, including events, exclusive experiences, and recognition initiatives. Advocacy activation: Partner with internal teams to develop advocacy assets such as case studies, testimonials, peer reviews, and speaking opportunities. Community building: Foster a vibrant, inclusive community by creating moments that are both valuable and enjoyable for customers. Cross-functional alignment: Collaborate with marketing, customer success, sales, and product teams to align advocacy efforts with business priorities. Program optimization: Track engagement and impact metrics; continuously refine programs based on data and feedback. Establish scalable processes and tools to improve efficiency and maximize program impact. Customer communications: Deliver targeted, personalized communications that reflect the Nexthink brand—professional, approachable, and human. Tools & vendors: Manage advocacy platforms and external partners to support program execution. Qualifications Experience: 7+ years in customer marketing, advocacy, customer success, or similar customer-facing roles, with a track record of executing engagement programs. Customer mindset: Passion for building strong relationships and delivering exceptional experiences. Event management: Experience designing and delivering engaging virtual and in-person programs and events. Drive & ownership: Proactive, hands-on, and results-oriented in a fast-paced environment. Engaging communicator: Strong written and verbal skills, with the ability to build rapport quickly. You bring warmth, authenticity, and positive energy to customer interactions. Operational excellence: Highly organized with strong project management skills and attention to detail. AI fluency: Comfortable leveraging AI tools to improve efficiency and impact. Collaboration: Proven ability to work cross-functionally and influence stakeholders. Data-driven: Able to use metrics and insights to optimize programs and demonstrate impact. Technical familiarity: Experience with CRM, marketing automation, and advocacy/community platforms is a plus. Education: Bachelor’s degree in marketing, business, or a related field. Why Join Us? This is an opportunity to build on a strong foundation and take a high-impact advocacy program to the next level. You will join a company with a passionate customer community and a clear ambition to scale its impact. At Nexthink, customers are at the heart of everything we do. You will play a key role in amplifying their voice, strengthening our community, and contributing directly to business growth. Additional Information We are the pioneers and trailblazers of a global IT Market Category (DEX) that is shaping the future of how the world works, giving our customers’ IT Teams total digital visibility across their enterprise. Our innovative solutions integrate real-time analytics, automation, and employee feedback across all endpoints. This enables our IT teams to solve complex technical challenges, create ever more productive workplaces, and deliver happy, satisfied employees in the digital workplace. Total Rewards @ Nexthink At Nexthink, we offer one of the most comprehensive and generous benefits plans. Your total rewards compensation package includes base salary and may also include a commission or performance bonus plan. We provide our US employees with 100% covered company benefits that consist of health, dental, vision as well as access to life insurance, long-term disability, and accidental death/personal loss coverage. In addition, we offer: 🏖️ Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 15 days of holidays we offer), 11 company-paid holidays, and 3 extra days for volunteering. 🏡 Hybrid work model that balances office and remote work, with structured onboarding to foster connections and team integration. 📚 Free access to professional training platforms to explore your interests and enhance your skills. 🍼 Up to 16 weeks of paid leave for birthing parents/primary caregivers, 6 weeks for secondary caregivers. 💰 Plan for the future with a 401(k) plan featuring up to 4% company matching contributions, vesting immediately, to grow your retirement savings. 📣 Bonuses for referring successful hires after three months of continuous employment. Base salary ranges are determined by country, role, level, experience, and skills . The range displayed on each job posting reflects Nexthink’s good faith determination of the minimum and maximum targets for new hire salaries across all US locations. Individual pay is determined by related factors, including job skills, experience, and relevant education or training, which may impact a final offer. Your Talent Acquisition Partner can share more about the specific salary range during the hiring process. Videos To Watch