Director of Customer Advocacy

XM Cyber is a global leader in hybrid cloud security. XM Cyber brings a new approach that uses the attacker’s perspective to find and remediate critical attack paths across on-premises and multi-cloud networks. The XM Cyber platform enables companies to rapidly prioritize and respond to cyber risks affecting their business-sensitive systems.

As XM Cyber continues to grow its global customer base and recurring revenue, we recognize the strategic importance of deepening relationships with existing customers. We’re looking for a passionate and results-driven Director of Customer Advocacy to lead our customer marketing initiatives and turn satisfied customers into loyal advocates.

In this role, you will design and execute scalable marketing programs that drive engagement, satisfaction, retention, expansion, and advocacy across our customer base. You will be at the forefront of creating meaningful connections between our brand and our customers, ensuring they feel informed, appreciated, and inspired to grow with us.

Responsibilities

1. Advocacy & Community Building

Build and scale a robust Customer Advocacy Program, including testimonials, reviews, referrals, and case studies.
Develop and manage user groups, roundtables, community initiatives, and online/offline community initiatives to foster peer networking and brand connection.
Lead the planning and execution of key 1:N programs such as user events, The Exposure Room webinars, monthly newsletters, and customer gifts.

2. Events & CX Touchpoints

Oversee the full execution of user and CAB events, including content, logistics, and communications with customers and internal stakeholders (e.g., Sales, CX, and Execs).
Drive the planning and orchestration of internal CX events to improve alignment and visibility of customer programs/initiatives.
Ensure strategic customer touchpoints like Executive Business Reviews (EBRs) and Kickoff decks reflect current messaging and positioning. Ensuring the templates are up to date with the latest marketing and product materials

3. Loyalty & Rewards Programs

Design and manage programs that recognize and reward customer loyalty—delivering perks, recognition, and exclusive experiences.

4. Expansion & Retention Campaigns

Collaborate with Marketing, Product, Sales, and Customer Success to support upsell and cross-sell activities as required. Design materials that promote new features, services, or solutions to existing customers that CSMs can leverage..
Launch targeted lifecycle programs that address key stages in the customer journey to improve satisfaction and reduce churn.
Create and run campaigns tailored to existing customer segments, focused on loyalty, and upsell opportunities.

5. Customer Advocacy Strategy & Execution

Work with Marketing to build and maintain a content marketing calendar targeting customer personas, including newsletters, webinars, success stories, and product education.
Develop and execute a customer marketing strategy that maximizes Customer Lifetime Value (CLTV) and supports retention and growth.

Requirements:

8+ years of experience in B2B marketing, customer advocacy, or customer success, ideally in cybersecurity or SaaS.
Proven success in building and scaling customer marketing or advocacy programs.
Strong project management skills with the ability to manage multiple programs and stakeholders simultaneously.
Excellent communication and storytelling abilities—especially in writing customer-facing content and facilitating events.
Ability to collaborate cross-functionally with Product, Marketing, Sales, and Customer Success teams.
Experience managing events, webinars, and customer-facing programs at scale.