About the role
Ready to be a Titan? At ServiceTitan, our Customer Advocacy team connects prospects, customers, and internal teams through authentic customer stories and experiences. We help bring the voice of the customer to life through references, customer content, events, and advocacy programs that drive business impact. As a Customer Advocacy Specialist, you'll play a critical role in growing and activating our customer advocate community. You'll partner closely with Sales, Success, Marketing, and Product teams to identify customer champions, fulfill reference requests, develop customer proof, and create opportunities for customers to share their success stories. If you're passionate about building relationships, uncovering compelling customer stories, and creating programs that help customers engage with our brand, we'd love to meet you.
What you'll do: Own the end-to-end execution of Sales and Upsell reference requests, including advocate identification, matching, outreach, scheduling, fulfillment, and follow-up to ensure strong SLA performance and a seamless customer experience. Build and maintain relationships with customer advocates across assigned audience segments and verticals, developing a deep understanding of customer stories, business outcomes, product adoption, and areas of expertise. Identify and recruit new customer advocates to strengthen coverage across key products, audience segments, verticals, company sizes, and use cases. Partner closely with Sales, Success, Marketing, and Product teams to understand business priorities and proactively source customers who can support strategic initiatives. Own the identification and development of customer content opportunities, including testimonials, case studies, videos, customer spotlights, speaking opportunities, one-pagers, and other customer proof assets. Work directly with customers throughout the content creation process, coordinating interviews, approvals, and stakeholder alignment to ensure stories are successfully brought to market. Partner with internal content, creative, and marketing teams to transform customer stories into impactful assets that support pipeline generation, customer retention, and product adoption. Support the growth and engagement of the Torch Network by identifying opportunities to increase member participation, advocacy activity, and customer contributions. Develop and execute programs and initiatives designed to expand the Torch Network, strengthen member engagement, and increase participation in advocacy activities such as references, content creation, product feedback, speaking opportunities, and customer events. Maintain accurate advocate profiles, participation history, and customer insights within Salesforce and other internal systems. Track and report on key advocacy metrics, including reference fulfillment, advocate recruitment, content production, participation rates, and influenced revenue. Identify opportunities and leverage AI tools to streamline manual workflows, improve documentation, and increase operational efficiency. Contribute ideas and support initiatives that enhance program scalability, customer engagement, and overall advocacy impact. What you'll bring: 2–5 years of experience in customer marketing, customer advocacy, customer success, account management, marketing, program management, or a related field. Strong relationship-building skills with the ability to establish credibility and trust with customers and internal stakeholders. Excellent written and verbal communication skills. Experience managing multiple projects and coordinating stakeholders across teams. Ability to identify compelling customer stories and translate business outcomes into impactful customer proof. Strong organizational skills with exceptional attention to detail. Ability to manage competing priorities in a fast-paced environment. Experience working with tools such as Salesforce, Google Workspace, Slack, and Confluence. Data-oriented mindset with the ability to track and interpret performance metrics. Proactive interest in using AI tools to work smarter, improve processes, and scale impact. A collaborative attitude and willingness to learn in a fast-growing, customer-focused environment. Be Human With Us: Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. Be Human With Us: Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. What We Offer: When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career: Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more. Holistic health and wellness