Senior Customer Advocacy Specialist

Overview

Own and grow customer advocacy programs across ServiceTitan, Aspire, and FieldRoutes, building relationships with customer advocates and using customer insights, program data, and AI to scale what works.

What you'll do

• Own the advocacy strategy and day-to-day execution for assigned ServiceTitan customer segment(s), Aspire, and FieldRoutes, serving as a key partner for customer references, advocate recruitment, customer content, events, and branded advocacy programs.
• Own the end-to-end reference process across assigned audiences, from identifying and recruiting the right advocates through outreach, matching, scheduling, and follow-through, while driving strong fulfillment times and influenced revenue.
• Develop and execute strategies to scale existing advocacy programming, using program performance, customer insights, and business priorities to increase advocate recruitment, engagement, participation, and contributions.
• Own and grow the Aspire Ambassadors and FieldRoutes Pathfinder Network programs, including recruitment, customer engagement, ongoing programming, and initiatives designed to increase the value and impact of each community.
• Build and grow assigned ServiceTitan advocacy motion(s), including customer references, events, recruitment, and other opportunities for customers to engage and advocate for ServiceTitan.
• Develop strong relationships with advocates and proactively identify customers with compelling experiences, expertise, and business outcomes that can support references, marketing content, events, research, and other advocacy opportunities.
• Own customer identification and sourcing for content opportunities, partnering with Marketing and Content teams to bring customer stories from initial identification through development and completion.
• Partner cross-functionally with Sales, Customer Success, Marketing, Demand Generation, Events, and other stakeholders to understand business priorities, identify advocacy needs, and develop programs that activate customers against those opportunities.
• Support and contribute to the strategy and execution of customer review programs for Aspire and FieldRoutes, partnering with cross-functional teams to maintain a healthy flow of customer feedback and positive reviews.
• Use program data and reporting to evaluate advocacy health, identify coverage or engagement gaps, measure business impact, and recommend opportunities for continued growth.
• Leverage AI tools as a core part of how you work, using them to accelerate customer and account research, identify potential advocates and stories, uncover insights, improve reporting, automate workflows, and scale successful programs.
• Develop repeatable processes, documentation, and program frameworks that allow successful advocacy initiatives to scale while maintaining a strong customer experience.
• Serve as a senior member of the Customer Advocacy team by sharing best practices, contributing to team-wide initiatives, and providing guidance and support to other team members when needed.

What you'll need

• 2-3 years of experience in customer advocacy, customer marketing, customer success, community, lifecycle marketing, or a related field.
• Experience independently managing and growing customer-facing programs, with the ability to move between strategy, program development, and hands-on execution.
• Strong relationship-building skills and the ability to establish trust with customers, including senior customer stakeholders and highly engaged advocates.
• Demonstrated ability to identify opportunities within an existing program and develop initiatives that increase participation, engagement, or business impact.
• Excellent written and verbal communication skills, with experience influencing and collaborating across Sales, Customer Success, Marketing, Events, and other cross-functional teams.
• Strong project management skills with the ability to independently manage multiple programs, stakeholders, deadlines, and priorities.
• Experience identifying compelling customer stories and connecting customer experiences and outcomes to broader marketing and business priorities.
• Strong analytical skills with the ability to interpret program data, identify trends and gaps, and translate insights into actionable recommendations.
• Proficiency with generative AI tools and demonstrated ability to apply AI to research, analysis, content development, workflow automation, and day-to-day productivity.
• Experience with CRM and customer advocacy tools, such as Salesforce, as well as collaboration and productivity platforms such as Google Workspace and Slack.
• A growth-oriented mindset with the ability to challenge existing processes, test new approaches, and continuously improve how programs operate and scale.
• Ability to operate independently in an evolving environment while remaining highly collaborative, customer-focused, and accountable for results.

Details

• Location: US Remote.
• Base salary range: Zone 1 (CA, CT, DC, MD, MA, NJ, NY, VA, WA) $92,600 - $139,000 USD; Zone 2 (all other US locations) $86,600 - $129,800 USD. Total compensation also includes an annual bonus, equity, and benefits.