Senior Customer Advocacy & Community Manager

Tekmetric ☁️🚗🛠️

Benefits

Job Description

Transform enthusiastic customers into a powerful flywheel for Tekmetric’s growth. As Senior Customer Advocacy & Community Manager, you’ll design a sustainable program that celebrates customer wins, fuels referrals and reviews, maximizes lifetime value and boosts long-term retention. Working side-by-side with our VP of Customer Success and partnering across Product, Sales, and Marketing, you’ll connect and amplify our users’ voices—architecting programs, platforms, and stories that elevate both our customers and the brand. Create a tiered loyalty framework that tracks power users, rewards them with perks, and surfaces new champions for referrals, reviews, and references—maximizing customer lifetime value. Upgrade our user group into a vibrant, inclusive hub for peer learning and feedback, partnering with the VP of CS to keep the conversation thriving online and at industry events. Develop a style guide and segmentation calendar so every customer touchpoint, from product updates and newsletters to education drips, hits the right audience at the right moment. Analyze usage data to spot positive or negative intent signals, then—in partnership with Demand Gen and Customer Success—launch the right follow-up: adoption workshops and in-app guides for at-risk shops, or cross-sell campaigns and ROI content for growth-ready accounts. Capture authentic customer wins (e.g. quotes, statistics, raw clips, photos, case studies) and load them into a searchable evidence library, then route standout stories to Content, Design, and Social for polishing so Sales, Marketing, and Product always have compelling proof at their fingertips. Make it effortless for advocates to spread the word via self-serve workflows, and recognize their efforts through a structured Champions program. Create structured feedback loops (think: shop-owner councils, listening sessions, quick-pulse surveys) and channel those insights to Product and CX while driving a cross-functional task force to smooth out the customer journey. Set the north-star metrics for advocacy and retention (e.g. advocate engagement, referral volume, influenced revenue, and NPS), track them in live dashboards, and translate results into clear, actionable insights for leadership in regular executive reviews.

About Tekmetric

Tekmetric is the all-in-one, cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better.

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