Customer Advocacy Manager

Why UKG:     At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That’s what we do.   We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you’ll get flexibility that’s real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you.   Role Summary  The Customer Advocacy Manager is responsible for executing and scaling UKG’s customer reference and referral programs in support of revenue growth.  This role goes beyond fulfilling reference requests. You will proactively manage advocacy pools, match the right customers to the right opportunities, and operationalize referral triggers that generate pipeline. You are a key operator in turning customer advocacy into deal acceleration and referral-driven growth.  You will report to the Director of Customer Marketing and work closely with Sales, Customer Experience, and Marketing to activate customer-led growth programs.  Core Responsibilities  Reference Program Execution & Deal Support  Fulfill and manage customer reference requests aligned to active sales opportunities  Proactively match customer advocates to priority deals based on segment, product, and use case  Partner with Sales and BDR teams to ensure references are deployed effectively in the deal cycle  Prioritize reference requests based on revenue impact, focusing on high-value opportunities rather than request volume  Track reference usage and impact on deal progression, win rates, and sales cycle  Advocacy Pool Development & Management  Build and maintain segmented pools of customer advocates across:  Enterprise  Mid-Market / SMB  Product Innovation areas  Continuously recruit new advocates in partnership with Customer Success, Customer Experience and Sales   Proactively identify recruitable advocates based on lifecycle triggers, product usage and prioritized across key ICPs  Ensure customer advocate readiness, responsiveness, and positive experience  Match advocates to appropriate revenue-driving content and event opportunities  Maintain clean, structured data on customer profiles, use cases, and permissions  Referral Program Execution  Execute referral and customer evidence marketing programs designed to generate qualified pipeline  Activate referral and review requests at key lifecycle moments (e.g., post-go-live, high NPS, milestone events)  Partner with Customer Experience to identify and act on referral and external review triggers  Prioritize referral efforts toward high-probability, high-value opportunities that drive pipeline impact  Manage referral intake, routing, and follow-up with Sales  Track referral performance, including pipeline contribution and conversion  Program Operations & Optimization  Maintain and improve workflows for reference matching, request intake, and fulfillment  Partner with Marketing Operations to ensure accurate tracking of:  Reference usage  Referral pipeline  Program performance  Identify opportunities to improve speed, quality, and scalability of programs  Support the development of self-service tools for Sales access to customer evidence  Cross-Functional Partnership  Work closely with:  Sales & BDRs to support deal needs and expansion plays  Customer Experience and Customer Success to identify advocacy and referral opportunities  Marketing to align advocacy with campaign priorities  Ensure programs are aligned to business priorities and high-value opportunities  Success Measures  Reference Fulfillment Effectiveness (speed, quality, and deal alignment)  Win Rate Influence on Deals Using References  Deal velocity acceleration  Sales Cycle Impact from Reference Deployment  Growth and Utilization of Advocacy Pools  Referral Pipeline Generated and Conversion Rate  Adoption of Reference & Referral Programs by Sales and BDR Teams  Revenue growth tied to advocacy activity and customer participation  Basic Qualifications 4–7 years of experience in customer marketing, advocacy, lifecycle, or related B2B marketing roles  Ability to build strong relationships with customers and create win-win opportunities for all (internal and external) stakeholders involved.  Experience supporting Sales teams and understanding deal cycles  Preferred Qualifications  Strong program management and operational execution skills  Ability to manage multiple priorities in a fast-paced, revenue-driven environment  Data-oriented mindset with experience tracking and improving program performance  Strong communication and stakeholder management skills  Company Overview:  UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry — because great organizations know their workforce is their competitive edge. Learn more at ukg.com.  Equal Opportunity Employer     UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.  View The EEO Know Your Rights poster        UKG participates in E-Verify. View the E-Verify posters here.    It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.   Disability Accommodation in the Application and Interview Process  For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected].   The pay range for this position is $80,000 to $116,000. The actual base pay offered may vary depending on skills, experience, job-related knowledge and work location. In addition to base pay, employees may be eligible to participate in a performance-based bonus plan and to receive restricted stock unit awards as part of total compensation. Learn more about UKG’s benefits and rewards at https://www.ukg.com/about-us/careers/benefits