Description
The Customer Advocacy Senior Manager manages operational activities supporting CEO customer engagements. This role ensures the CEO is prepared for high-impact customer meetings and that related executive communications are accurate, timely, and strategic. This role operates within the Office of the CEO and works closely with Sales, Customer Success, Product, and executive stakeholders across global regions. The ideal candidate offers strong program management, professional maturity, and customer-facing experience, operating autonomously to serve as a capable backup to the functional lead to ensure continuity and executive support. Global time zone coverage is required, and this role must balance structured execution with agility as priorities evolve.
Key Responsibilities
End-to-end coordination of CEO customer engagements across global regions and time zones, from intake and prioritization through briefing, meeting preparation, and post-engagement follow-up.
Apply disciplined, agile program management to ensure consistent execution while adapting workflows to shifting executive, customer, and business priorities.
Liaise with Sales and CS leaders, understanding account strategy, customer health, and executive engagement history. Navigate complex stakeholder environments professionally, maintaining momentum when the functional lead is unavailable.
Conduct independent research on customer companies, executives, industries, and market dynamics to strengthen briefing quality and executive preparedness.
Develop and deliver executive-ready briefing materials. Ensure pre-meeting activities are executed with precision, urgency, and attention to detail. Synthesize inputs from Sales, Customer Success, Product, and other stakeholders into clear narratives that articulate customer context, risks, opportunities, and desired outcomes.
Draft and manage CEO-level communications, including CEO-to-CEO correspondence, ensuring messages are accurate, aligned with account goals, and consistent with the CEO’s voice.
Ensure operational rigor and insight capture by using Salesforce technology and tools to track engagements and maintain accurate records. Document key takeaways, action items, and follow-through where information is available.
Partner with analytics and operations teams to support reporting on engagement activity, outcomes, and program effectiveness, while developing independent fluency in the underlying data to proactively surface trends, risks, and opportunities for improvement.
Support executive-level special projects and strategic initiatives, taking ownership of ambiguous workstreams and delivering outcomes with minimal oversight.
Minimum Qualifications
7–10 years of experience in customer success, sales strategy, or related roles within SaaS or enterprise technology.
Prior customer-facing experience, with demonstrated understanding of account strategy, customer dynamics, and executive relationships.
Exceptional written and verbal communication skills, including experience drafting executive-level materials or communications.
Experience operating in high-stakes, high-visibility environments with senior executive stakeholders.
Proven ability to work autonomously, manage competing priorities, and exercise sound judgment.
Proficiency with Salesforce and related tools for tracking, reporting, and operational execution.
Experience supporting C-suite or senior executive engagements.
Strong project and program management skills, including the ability to manage multiple stakeholders across regions and functions.
High attention to detail paired with the ability to synthesize complex information into clear, actionable insights.