Director, Customer Advocacy

Job description

**About Outreach** Outreach, founded in 2014, is the only complete **[agentic AI](https://www.outreach.ai/ai-agents)** platform for revenue teams. Outreach infuses agentic AI, conversation intelligence, and assistive AI to power hundreds of use cases across revenue motions. From new logo prospecting to expansions, deal acceleration, driving retention, and forecasting, Outreach AI automates workflows and frees sellers to focus on more strategic conversations and actions. Revenue leaders benefit from connected account visibility, performance insights, and higher forecasting accuracy across every GTM team. World leading enterprise organizations use Outreach to power their revenue teams, including Databricks, SAP, Siemens, and Verizon to name a few. ### About the Team The Customer Advocacy team you would lead is part of the broader Corporate Marketing team, which is focused on driving awareness, credibility, and presence among customers, prospects, partners, analysts, and influencers. This dynamic team is comprised of many functions, including communications, customer advocacy, and analyst relations. We serve different roles, but we all work together to amplify the Outreach brand. ### The Role At Outreach, our customers are our best advocates and most important asset. Do you love getting to know customers, what matters to them, and building the strategy and programs that amplify their voice at scale? We're looking for a strategic Director of Customer Advocacy to join our corporate marketing team and own advocacy strategy across our customer base. This is a high-impact, highly cross-functional role where you'll blend creative storytelling, relationship building, and strategic program design to drive measurable business outcomes. In this role, you will build and lead a team, and own the strategy, growth, and day-to-day execution of our customer advocacy program. Partnering with sales, marketing, customer success, product, and executive leadership, you will identify, curate, and amplify impactful customer experiences that elevate both our customers and our brand. This role reports to the Global Head of Corporate Marketing & Communications. We believe in the power of modern technology to empower our Advocacy team. That's why we're a marketing team that invests in technology and the right AI solutions to match the right advocate to the right moment, turn customer conversations into publishable stories faster, and spend more of our time on the relationships that make advocacy work. We're looking for someone who brings that same instinct to the program. **Location:**Remote, United States ### Your Daily Adventures will include: - Set and Own Advocacy Strategy: Own and grow Outreach's customer advocacy program end to end, including creative incentives and recognition that make participation worth our customers' time, and the budget that supports it. - Own the Reference Program: Manage the customer reference program in partnership with senior leadership, matching the right customers to the right opportunities across Sales, Marketing, and Customer Success. - Activate Customer Voices: Draw on our customer network to meet a range of advocacy needs, from securing speaking opportunities to curating compelling case studies and driving customer reviews on key platforms such as G2, TrustRadius, and Capterra. - Build the Advocate Community: Cultivate a community of advocates, fostering meaningful connections and giving them the tools, support, and recognition they need to share their experiences authentically. - Partner with Executive Leadership: Represent the voice of the customer to executive leadership, presenting advocacy strategy, program results, and customer stories that inform company-wide decisions. - Lead and Develop the Team: Build, lead, and develop a growing team of advocacy professionals, setting clear priorities, executing against clear KPIs, planning for future headcount, and creating the space for the team to grow into bigger roles. ### Our Vision of You As you step into this role, you bring with you a sense of enthusiasm and purpose, ready to make a meaningful impact on our organization and the customers we serve. You're eager to immerse yourself in our dynamic environment, where creativity and collaboration are not just encouraged but celebrated as essential drivers of innovation. - With 10+ years of experience, you bring a proven track record of connecting with individuals and fostering meaningful relationships, underpinned by your exceptional communication skills. - Experience leveraging customer advocacy technologies to streamline, automate, and optimize customer advocacy processes for increased efficiency and impact. - Passion for customer experience, and you thrive on the satisfaction of building rapport with our customers and internal stakeholders. - Demonstrated ability to design, launch, and scale advocacy or influencer programs company-wide that drive measurable business outcomes. - Experience working with executive leadership and senior stakeholders, including presenting to and advising the C-suite, to create impactful, high-trust experiences. - Direct involvement with customer advisory boards and NPS programs is a plus. - Proven ability to build, mentor, and develop a team, driving measurable improvements in performance and readiness for higher responsibilities. - A team player, cross-functional influencer, and internal champion of our customers.