Senior Customer Advocacy & Community Manager

Position Overview

Tekmetric is seeking a builder-at-heart to transform enthusiastic customers into a powerful flywheel for growth. As our Senior Customer Advocacy & Community Manager, you will design and implement a sustainable program that celebrates customer wins, fuels referrals and reviews, maximizes lifetime value, and boosts long-term retention. You will work closely with the VP of Customer Success and partner across Product, Sales, and Marketing to connect and amplify user voices, architecting programs, platforms, and stories that elevate both customers and the brand. This role reports to the Senior Director of Brand and Community.

Responsibilities

• Build Advocacy Engines: Create a tiered loyalty framework to track power users, reward them with perks, and identify champions for referrals, reviews, and references, thereby maximizing customer lifetime value.
• Grow & Nurture Community: Enhance our user group into a vibrant, inclusive hub for peer learning and feedback, collaborating with the VP of CS to maintain engagement online and at industry events.
• Own Customer Communications: Develop a style guide and segmentation calendar to ensure every customer touchpoint, from product updates and newsletters to educational content, reaches the appropriate audience at the optimal time.
• Boost Retention & Expansion: Analyze usage data to identify signals of positive or negative customer intent. In partnership with Demand Generation and Customer Success, launch targeted follow-ups such as adoption workshops and in-app guides for at-risk shops, or cross-sell campaigns and ROI content for growth-ready accounts.
• Capture and Curate Customer Proof: Gather authentic customer success stories (e.g., quotes, statistics, raw clips, photos, case studies) and populate a searchable evidence library. Route standout stories to Content, Design, and Social teams for polishing, ensuring Sales, Marketing, and Product have readily available compelling proof.
• Drive Referrals & Reviews: Streamline workflows to make it effortless for advocates to spread the word and recognize their contributions through a structured Champions program.
• Champion Voice of Customer: Establish structured feedback loops (e.g., shop-owner councils, listening sessions, quick-pulse surveys) and channel these insights to Product and CX teams. Drive a cross-functional task force to optimize the customer journey.
• Measure & Report Impact: Define key metrics for advocacy and retention (e.g., advocate engagement, referral volume, influenced revenue, and NPS). Track these metrics in live dashboards and translate results into clear, actionable insights for leadership through regular executive summaries.

About Tekmetric

Tekmetric is the all-in-one, cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better. Built by a shop owner and shaped by industry needs, Tekmetric combines innovation, real-world experience, and a thriving community to help shops thrive. From shop operations to payment processing and customer engagement, our platform simplifies operations, allowing shop owners to focus on delivering exceptional service, earning trust, and growing sustainably.

Founded in Houston in 2017, Tekmetric has evolved from a single shop's vision into the industry's leading solution, guided by values of transparency, integrity, innovation, and a service-first mindset. We are building a movement to empower repair shops to overcome daily challenges, foster meaningful customer connections, and lead the industry forward.

Join us in building and shaping the future of auto repair.

Company Information

• Founded: 2017
• Location: Houston
• Values: Transparency, Integrity, Innovation, Service-First Mindset

Employment Type

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Location Type

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Salary

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