Sr Director, Customer Advocacy

Job Description:

We are seeking a Senior Director of Customer Advocacy & Voice of the Customer (VoC) to be the strategic leader reporting to the Global SVP of Customer Success. This high-impact role is the engine of customer-centricity for our organization. You will design, scale, and lead world-class programs—from our exclusive Customer Advisory Board (CAB) to our flagship customer event, Shift—that capture, amplify, and utilize the customer perspective to drive company strategy. If you thrive on cross-functional influence and have a passion for embedding the customer's voice into every aspect of our business, this is your opportunity to define how we innovate and grow.

Who You Are Committed to Being

You are not just a program manager; you are the Chief Customer Storyteller and the Architect of Feedback Loops. You are committed to:

• Championing Customer Impact: You believe a customer's success is our best marketing, and you are relentless in finding, capturing, and amplifying those stories across every channel.

• Driving Insight to Action: You commit to establishing rigorous, closed-loop processes, ensuring that customer feedback is not only heard but directly translates into tangible changes in our product, services, and go-to-market strategies.

• Influencing Without Authority: You are a master collaborator, adept at working across Product, Sales, Marketing, and Customer Success to embed advocacy and customer insights into their daily operations and strategic planning.

• Cultivating High-Value Relationships: You are committed to curating a world-class experience for our most strategic customers, turning high-profile forums like the CAB and user groups into impactful, two-way conversations that shape our future.

What You'll Do

Elevate Customer Advocacy & Events

• Define and execute a comprehensive advocacy strategy that systematically turns successful customers into enthusiastic references, media participants, and industry thought leaders.

• Lead and grow our premier customer programs, including the Customer Advisory Board (CAB) to guide executive strategy, Shift (our flagship customer event) advocacy programming, and regional user groups.

• Partner deeply with Marketing to leverage customer stories for campaigns, product launches, and media opportunities.

Lead Voice of the Customer (VoC) & Feedback Loops

• Design and manage a robust VoC program that captures and synthesizes customer sentiment from across all touchpoints: NPS/CSAT, support interactions, product usage data, and advisory boards.

• Deliver actionable, executive-level insights on customer trends, sentiment, and retention risks directly to the Product, CX, and Go-to-Market teams.

• Establish rigorous closed-loop processes to ensure customers see measurable outcomes and improvements based on the feedback they provide.

Drive Cross-functional Influence

• Be the key partner to Product Management to ensure customer insights directly shape the development roadmap.

• Collaborate seamlessly with Sales and Customer Success to mobilize advocates for reference calls, speaking engagements, and success stories that drive revenue and retention.

• Present the impact of advocacy and VoC programs to the executive team and board on a regular basis.

Experience You'll Bring

• 10+ years of experience leading high-impact programs in Customer Advocacy, Customer Experience, or Marketing within a technology or enterprise software (SaaS) environment.

• Proven track record of building, running, and scaling high-profile customer events, including leading executive-level Customer Advisory Boards (CABs) and managing programming for flagship customer conferences.

• Demonstrated success in designing and implementing robust VoC and feedback loop programs that resulted in tangible changes to product, services, or Go-to-Market strategy.

• Expertise in utilizing advocacy and VoC platforms (e.g., Gainsight, Influitive, Medallia, Qualtrics) to capture and action customer data.

• Exceptional analytical skills combined with the ability to create compelling customer content (case studies, videos, testimonials) and influence executive-level thinking.

• A strong ability to build, mentor, and lead a high-performing team while fostering a culture of customer obsession.

Requirements

• This is a remote role; however, applicants located within 45 miles of our Westlake/Dallas, TX office should expect to work on-site Tuesday through Thursday, with remote flexibility on Mondays and Fridays. This approach enables more effective collaboration, quicker decision-making, and a stronger culture, while still providing flexibility.

• Travel expectations differ by role. Some quota-bearing sales positions involve limited travel, while others may involve travel of up to 40%, depending on business needs.

Why you’ll love working here

• We’re a blended workplace, where team members work remotely or in a hybrid setup depending on their role and location

• We’re mission driven and guided by our culture pillars

• We have a strong commitment to diversity and belonging

• We cultivate a culture of trust, autonomy, and collaboration

• We’re lifelong learners and champion team member growth and advancement

• We’ve got you covered - team member benefits include competitive compensation packages, medical coverage, unlimited PTO, wellness reimbursements, Pluralsight subscription, professional development funds and more.

About us:

Pluralsight provides the only learning platform dedicated to accelerating the technology skills and capabilities of today’s tech workforce. Thousands of companies, government organizations and individuals around the world rely on Pluralsight to support critical technology skill development in areas that are crucial to innovation including artificial intelligence, cloud computing, cybersecurity, software development, and machine learning. Pluralsight provides highly curated content developed by vetted technology experts, industry leading skill assessments, and hands on, immersive learning experiences designed to help individuals skill-up faster.

This role is primarily performed in an office or home office setting and involves standard computer-based work.

Bring yourself. Pluralsight is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status. We also consider qualified applicants with criminal histories, consistent with EEOC guidelines and local laws.

If you need an accommodation to apply, interview, or perform essential job functions, please visit the bottom of our website to learn how to request an accommodation. Learn more about our commitment to diversity, equity, inclusion, and belonging in our DEIB Report.

The annual US base salary range for this role is $164,000.00 - $227,000.00 USD. Actual compensation will depend on location, skills, experience, and other factors. Additional benefits and bonuses may apply.

Please be aware of recruiting scams. We’ll only contact you from an @pluralsight.com email or verified channels. We never ask for sensitive personal info or payments as part of the hiring process. All openings are posted on our Careers page.

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