Head of AI-Powered Customer Advocacy & Community

Blackbaud; Oregon; Hybrid; USD 78,000 - 105,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Remote-flexible work

Wellness programs

401(k) match

Flexible PTO

Parental leave

Donations for Doers

Pet insurance

Identity protection

Tuition reimbursement

Job summary

Blackbaud is seeking a Customer Advocacy Manager to evolve our advocacy ecosystem across the customer journey. You will lead the Community and Champions programs, using data, AI, and signals to engage the right customers at the right moments.

You will collaborate across Marketing, Customer Success, Sales, and Product to deliver scalable advocacy experiences, measured by health, engagement, and business impact. Remote-friendly role with national scope in the United States.

Qualifications

• Deep experience leading and evolving a mature customer advocacy program within a SaaS organization.
• Experience building an integrated advocacy ecosystem including communities, champions, references, reviews, stories and peer engagement.
• Strong understanding of customer community strategy and engagement to identify, develop, and sustain advocates.
• Experience with modern, AI-forward advocacy technology and using signals, data, automation, and AI.
• Track record moving advocacy toward a coordinated, customer-centered model with business value.
• Strong strategic and cross-functional leadership to align stakeholders and translate opportunities into programs.

Responsibilities

• Own and evolve strategy for Blackbaud Community and Champions program, expanding reach and impact.
• Develop signal-driven advocacy using data, automation, and AI-enabled capabilities to engage the right customers.
• Build scalable advocacy pathways to turn customers into Champions, speakers, references, and contributors.
• Create compelling community experiences via campaigns, groups, events, and peer connections.
• Shape an AI-forward advocacy tech ecosystem connecting platforms, data, workflows, and automation.
• Build trusted relationships with advocates and create mutually valuable opportunities.
• Partner across Marketing, Customer Success, Sales, Product, and Brand to embed voices into priorities.
• Establish governance and operating practices to identify, engage, and collaborate with advocates.
• Define metrics for community health, engagement, and business impact; use insights to improve programs.

Skills

Advocacy leadership

SaaS experience

AI-enabled capabilities

Data-driven decisions

Cross-functional leadership

Relationship building

Communication skills

Strategic vision

Agile prioritization

Community strategy

Job description

Blackbaud is seeking a Customer Advocacy Manager to evolve our advocacy ecosystem across the customer journey. You will lead the Community and Champions programs, using data, AI, and signals to engage the right customers at the right moments.

You will collaborate across Marketing, Customer Success, Sales, and Product to deliver scalable advocacy experiences, measured by health, engagement, and business impact. Remote-friendly role with national scope in the United States.