Senior Customer Advocacy & Community Lead (Remote)

Blackbaud; Charleston (SC); On-site; USD 78,000 - 105,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Remote-flexible workforce

Wellness Programs

401(k) program with employer match

Flexible paid time off

Generous Parental Leave

Donations for Doers

Pet insurance, legal and identity保护

Tuition reimbursement program

Job summary

Blackbaud is seeking a Customer Advocacy Manager to evolve our advocacy ecosystem, expanding the Community and Champions programs into a connected, scalable, and signal-driven model.

You’ll shape how we identify, engage, develop, and activate customer advocates across the journey, using data, automation, and AI-enabled capabilities to create meaningful opportunities for customers to share expertise and influence others.

Qualifications

• Leader of a mature customer advocacy program in a SaaS environment.
• Experience building integrated advocacy ecosystems across communities and references.
• Strong understanding of community strategy and advocacy technology.
• Ability to leverage data, automation, and AI to personalize advocacy experiences.

Responsibilities

• Own and evolve strategy for Blackbaud Community and Champions program to deepen engagement and expand impact.
• Develop a signal-driven approach using data, automation, and AI to activate customers at the right moments.
• Build scalable pathways for customers to become Champions, speakers, reviewers, stories, and product contributors.
• Create community and advocacy experiences via campaigns, groups, events, and peer connections.
• Shape an AI-forward advocacy tech ecosystem connecting platforms, data, workflows, and automation.
• Foster trusted relationships with advocates and align opportunities with Blackbaud goals.
• Partner with Marketing, CS, Sales, Support, Product, Partners, Events, and Brand to embed voices into priorities.
• Establish governance and practices to simplify engagement while protecting customer experience.
• Define and measure community health, engagement, and business impact for investment decisions.
• Stay current on advocacy practices and technologies to evolve our SaaS model.

Skills

Advocacy leadership

SaaS experience

Community strategy

AI-forward tech

Cross-functional leadership

Data-driven

Job description

Blackbaud is seeking a Customer Advocacy Manager to evolve our advocacy ecosystem, expanding the Community and Champions programs into a connected, scalable, and signal-driven model.

You’ll shape how we identify, engage, develop, and activate customer advocates across the journey, using data, automation, and AI-enabled capabilities to create meaningful opportunities for customers to share expertise and influence others.