Senior Customer Advocacy Manager

Welcome to the Agentic Commerce Era At Commerce, our mission is to empower businesses to innovate, grow, and thrive with our open, AI-driven commerce ecosystem. As the parent company of Big Commerce , Feedonomics , and Makeswift , we connect the tools and systems that power growth, enabling businesses to unlock the full potential of their data, deliver seamless and personalized experiences across every channel, and adapt swiftly to an ever-changing market.

We believe in harnessing AI responsibly to unlock new possibilities, and we’re looking for individuals who use it intentionally to solve problems, accelerate outcomes, and expand what’s possible in their role. Our purpose is to help businesses confidently solve complex commerce challenges so they can build smarter, adapt faster, and grow on their own terms. If you want to be part of a team of bold builders, sharp thinkers, and technical trailblazers who shape the future of commerce, this is the place for you.

We are looking for a Senior Customer Advocacy Manager to build and lead a world-class customer advocacy program. In this highly visible role, you will be the champion for our customers' voices, transforming their success stories into compelling content, driving a robust presence across peer review platforms, and launching a scalable advocacy program that powers pipeline and brand trust.

This is a unique opportunity to build a program from the ground up, influence go-to-market strategy, and work cross-functionally with Sales, Customer Success, Product, and Marketing to elevate our customers at every stage of the buyer journey.

What You'll Do Customer Stories & Content Identify, develop, and manage a pipeline of compelling customer case studies, video testimonials, and success stories across Commerce segments and verticals

Partner with the Sales, Customer Success, and Product Marketing to surface high-impact customer wins and translate them into polished, multi-format content assets

Partner with the content team to write and edit customer-facing narratives that clearly articulate business outcomes, ROI, and transformative results

Maintain a content library of approved customer stories and ensure assets are accessible and activated across Sales, Marketing, Social and web channels

Manage the bi-weekly Customer Stories Taskforce meeting and maintain all projects in Asana.

Peer Review Sites & Online Reputation Own strategy and execution for key peer review platforms including G2, Gartner Peer Insights, Trust Radius.

Drive review volume and ratings quality through targeted campaigns and customer outreach programs

Monitor and analyze review trends, competitive positioning, and sentiment; deliver regular reporting to leadership

Collaborate with Product and CX teams to respond to feedback trends and close the loop with customers

Advocacy Program Launch & Management Design, launch, and scale a formal customer advocacy program, defining the framework, tiers, incentive structures, and engagement model from scratch

Evaluate, implement, and manage a dedicated customer advocacy platform (e.g.,Deeto, Reference Edge, etc), owning vendor relationships and ROI measurement

Build and nurture a community of enthusiastic brand advocates, creating meaningful opportunities for engagement including speaking engagements, advisory boards, and reference calls

Develop advocacy program metrics and dashboards; consistently report on impact to pipeline, win rates, and brand awareness

Brand & Logo Rights Management Own the process for obtaining and managing customer branding and logo usage rights across all marketing channels and assets

Maintain an up-to-date registry of approved customer logos, trademarks, and co-branding guidelines

Partner with Legal and Brand teams to ensure all usage is compliant with customer agreements and brand standards

Proactively expand the library of approved customer logos and brand assets in partnership with Account Management and Sales Manage the churned merchant process to remove stories or logos from marketing materials and websites of merchants who have churned.

Measurement & Reporting Define, track, and report on the metrics that demonstrate advocacy's…