Senior Customer Advocacy Specialist

ServiceTitan, Inc.; California; On-site; USD 93,000 - 139,000; Full time

Benefits offered by this job

Flextime

Bonusly rewards

Health benefits

Fertility support

Parental leave

Pet insurance

Legal services

Financial planning

Job summary

ServiceTitan, Inc. is seeking a Customer Advocacy professional to own the advocacy strategy for Aspire and FieldRoutes, leading references, recruitment, and branded programs.

You will partner with Sales, CS, Marketing, Events, and Demand Gen to activate customers and derive measurable business impact. You will recruit compelling customer stories, scale programs with AI-assisted insights, and run end-to-end reference processes from identification to fulfillment, ensuring strong engagement and

Qualifications

• 2-3 years in customer advocacy or related field.
• Experience managing customer-facing programs end-to-end.
• Strong relationship-building and ability to engage senior stakeholders.
• Identify opportunities to increase participation and business impact.
• Excellent written and verbal communication across teams.
• Proficient in project management with multiple programs and deadlines.
• Ability to translate customer stories into marketing value.
• Strong analytical skills to translate data into insights.
• Proficient with generative AI tools for research, content, and automation.
• Experience with CRM tools (Salesforce) and collaboration tools (Google Workspace, Slack).
• Growth mindset; independently drive improvements while collaborating with others.

Responsibilities

• Own the advocacy strategy and day-to-day execution for Aspire and FieldRoutes.
• Lead references, advocate recruitment, content, events, and branded programs.
• Oversee end-to-end reference process from identification to fulfillment and revenue influence.
• Scale existing advocacy programs using performance data and customer insights.
• Grow Aspire Ambassadors and FieldRoutes Pathfinder Network through engagement and initiatives.
• Collaborate with Sales, CS, Marketing, Demand Gen, Events to activate customers.
• Leverage AI tools to accelerate research, insights, and workflow automation.

Skills

Customer advocacy

Customer marketing

Relationship building

Strategic thinking

Project management

Communication

Cross-functional collaboration

AI tools proficiency

Tools

Salesforce

Google Workspace

Slack

Job description

What you'll do:

Own the advocacy strategy and day-to-day execution for assigned ServiceTitan customer segment(s), Aspire, and FieldRoutes, serving as a key partner for customer references, advocate recruitment, customer content, events, and branded advocacy programs. Own the end-to-end reference process across assigned audiences, from identifying and recruiting the right advocates through outreach, matching, scheduling, and follow-through, while driving strong fulfillment times and influenced revenue. Develop and execute strategies to scale existing advocacy programming, using program performance, customer insights, and business priorities to increase advocate recruitment, engagement, participation, and contributions. Own and grow the Aspire Ambassadors and FieldRoutes Pathfinder Network programs, including recruitment, customer engagement, ongoing programming, and initiatives designed to increase the value and impact of each community. Build and grow assigned ServiceTitan advocacy motion(s), including customer references, events, recruitment, and other opportunities for customers to engage and advocate for ServiceTitan. Develop strong relationships with advocates and proactively identify customers with compelling experiences, expertise, and business outcomes that can support references, marketing content, events, research, and other advocacy opportunities. Own customer identification and sourcing for content opportunities, partnering with Marketing and Content teams to bring customer stories from initial identification through development and completion. Partner cross-functionally with Sales, Customer Success, Marketing, Demand Generation, Events, and other stakeholders to understand business priorities, identify advocacy needs, and develop programs that activate customers against those opportunities. Support and contribute to the strategy and execution of customer review programs for Aspire and FieldRoutes, partnering with cross-functional teams to maintain a healthy flow of customer feedback and positive reviews. Use program data and reporting to evaluate advocacy health, identify coverage or engagement gaps, measure business impact, and recommend opportunities for continued growth. Leverage AI tools as a core part of how you work, using them to accelerate customer and account research, identify potential advocates and stories, uncover insights, improve reporting, automate workflows, and scale successful programs. Develop repeatable processes, documentation, and program frameworks that allow successful advocacy initiatives to scale while maintaining a strong customer experience. Serve as a senior member of the Customer Advocacy team by sharing best practices, contributing to team-wide initiatives, and providing guidance and support to other team members when needed.

What you'll bring:

2-3 years of experience in customer advocacy, customer marketing, customer success, community, lifecycle marketing, or a related field. Experience independently managing and growing customer-facing programs, with the ability to move between strategy, program development, and hands-on execution. Strong relationship-building skills and the ability to establish trust with customers, including senior customer stakeholders and highly engaged advocates. Demonstrated ability to identify opportunities within an existing program and develop initiatives that increase participation, engagement, or business impact. Excellent written and verbal communication skills, with experience influencing and collaborating across Sales, Customer Success, Marketing, Events, and other cross-functional teams. Strong project management skills with the ability to independently manage multiple programs, stakeholders, deadlines, and priorities. Experience identifying compelling customer stories and connecting customer experiences and outcomes to broader marketing and business priorities. Strong analytical skills with the ability to interpret program data, identify trends and gaps, and translate insights into actionable recommendations. Proficiency with generative AI tools and demonstrated ability to apply AI to research, analysis, content development, workflow automation, and day-to-day productivity. Experience with CRM and customer advocacy tools, such as Salesforce, as well as collaboration and productivity platforms such as Google Workspace and Slack. A growth-oriented mindset with the ability to challenge existing processes, test new approaches, and continuously improve how programs operate and scale. Ability to operate independently in an evolving environment while remaining highly collaborative, customer-focused, and accountable for results.

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.

Use of AI Technology:

We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams.

What We Offer:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career.
• Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.
• At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great.

We strongly encourage people from underrepresented groups to apply.

We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

ServiceTitan is committed to fair and equitable compensation for all of our employees.

For candidates in the United States, the good faith salary ranges estimate for this role is Zone 1: $92,600 USD - $139,000 USD Applicable for: CA, CT, DC, MD, MA, NJ, NY, VA, and WA Zone 2: $86,600 USD - $129,800 USD Applicable for: All other US locations.

International Compensation for candidates residing outside the United States will vary by location and will be discussed during the hiring process. Actual compensation within a range is determined by factors including relevant experience, skill set, qualifications, and performance. In addition to base salary, our total compensation package includes an annual bonus, equity, and a holistic suite of benefits.

We’re building the first end-to-end solution to transform the trades, a trillion-dollar global industry that’s been underserved by technology for far too long. Recognized by Forbes as one of the top cloud companies, we use our deep industry knowledge and technical expertise to develop solutions that empower everyday entrepreneurs to grow and scale their businesses. While our vision is bold, we always stay humble. Join us. We’re just getting started.