[Hiring] Senior Customer Advocacy Specialist @ServiceTitan

Role Description

Ready to be a Titan? ServiceTitan’s Customer Advocacy team brings the voice of our customers to life through references, customer stories, advocacy communities, events, and programs that connect our customers with one another and the broader industry.

As a Senior Customer Advocacy Specialist, you’ll own and grow key advocacy programs across ServiceTitan, Aspire, and FieldRoutes. You’ll build strong relationships with customer advocates, connect them to meaningful opportunities to share their expertise, and partner across the business to ensure customer proof supports our most important priorities.

This role goes beyond executing existing programs. You’ll use customer insights, program data, and AI to identify opportunities to scale what’s working, develop new approaches to increase participation and engagement, and strengthen the impact of advocacy across the businesses you support.

• Own the advocacy strategy and day-to-day execution for assigned ServiceTitan customer segment(s), Aspire, and FieldRoutes.
• Own the end-to-end reference process across assigned audiences, from identifying and recruiting the right advocates through outreach, matching, scheduling, and follow-through.
• Develop and execute strategies to scale existing advocacy programming.
• Own and grow the Aspire Ambassadors and FieldRoutes Pathfinder Network programs.
• Build and grow assigned ServiceTitan advocacy motion(s).
• Develop strong relationships with advocates and proactively identify customers with compelling experiences.
• Own customer identification and sourcing for content opportunities.
• Partner cross-functionally with Sales, Customer Success, Marketing, Demand Generation, Events, and other stakeholders.
• Support and contribute to the strategy and execution of customer review programs for Aspire and FieldRoutes.
• Use program data and reporting to evaluate advocacy health.
• Leverage AI tools as a core part of how you work.
• Develop repeatable processes, documentation, and program frameworks.
• Serve as a senior member of the Customer Advocacy team.

Qualifications

• 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.
• Strong relationship-building skills and the ability to establish trust with customers.
• Demonstrated ability to identify opportunities within an existing program.
• Excellent written and verbal communication skills.
• Strong project management skills.
• Experience identifying compelling customer stories.
• Strong analytical skills.
• Proficiency with generative AI tools.
• Experience with CRM and customer advocacy tools.
• A growth-oriented mindset.
• Ability to operate independently in an evolving environment.

Benefits

• Flextime, recognition, and support for autonomous work.
• Holistic health and wellness benefits.
• Support for Titans at all stages of life.