Senior Customer Advocacy & Community Manager

Job Description:

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 the needs of the industry, Tekmetric brings together innovation, real-world experience, and a thriving community to help shops thrive - not just survive. From running a shop, to securing payments to engaging customers, our platform simplifies operations so shop owners can focus on what really matters: delivering exceptional service, earning trust, and growing sustainably.

Officially founded in Houston in 2017, Tekmetric has grown from a single shop’s vision to the industry’s leading solution - all by staying true to our values of transparency, integrity, innovation, and a service-first mindset. 

But we’re not just building software. We’re building a movement. We’re empowering repair shops to rise above the daily grind, create meaningful connections with their customers, and lead the industry forward - one interaction at a time.

Come build with us. Join the journey. Shape the future of auto repair.

What You’ll Do

We’re searching for a builder-at-heart who can transform enthusiastic customers into a powerful flywheel for Tekmetric’s growth. As our Senior Customer Advocacy & Community Manager, you’ll design a sustainable program that celebrates customer wins, fuels referrals and reviews, maximizes lifetime value and boosts long-term retention. Working side-by-side with our VP of Customer Success and partnering across Product, Sales, and Marketing, you’ll connect and amplify our users’ voices—architecting programs, platforms, and stories that elevate both our customers and the brand. This role reports to the Senior Director of Brand and Community. If you enjoy building systems that let great stories spread on their own, leveraging customer insights to inform your strategy, and standing up a powerful customer advocacy engine from the ground up, we’d love to talk.

• Build Advocacy Engines: Create a tiered loyalty framework that tracks power users, rewards them with perks, and surfaces new champions for referrals, reviews, and references—maximizing customer lifetime value.
• Grow & Nurture Community: Upgrade our user group into a vibrant, inclusive hub for peer learning and feedback, partnering with the VP of CS to keep the conversation thriving online and at industry events.
• Own Customer Comms: Develop a style guide and segmentation calendar so every customer touchpoint, from  product updates and newsletters to education drips, hits the right audience at the right moment.
• Boost Retention & Expansion: Analyze usage data to spot positive or negative intent signals, then—in partnership with Demand Gen and Customer Success—launch the right follow-up: 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 wins (e.g. quotes, statistics, raw clips, photos, case studies) and load them into a searchable evidence library, then route standout stories to Content, Design, and Social for polishing so Sales, Marketing, and Product always have compelling proof at their fingertips.
• Drive Referrals & Reviews: Make it effortless for advocates to spread the word via self-serve workflows, and recognize their efforts through a structured Champions program.
• Champion Voice of Customer: Create structured feedback loops (think: shop-owner councils, listening sessions, quick-pulse surveys) and channel those insights to Product and CX while driving a cross-functional task force to smooth out the customer journey.
• Measure & Report Impact: Set the north-star metrics for advocacy and retention (e.g. advocate engagement, referral volume, influenced revenue, and NPS), track them in live dashboards, and translate results into clear, actionable insights for leadership in regular executive reviews.

What You’ll Bring

• 5+ years of experience in customer marketing, community building, customer advocacy or related fields, ideally within high-growth SaaS or customer-centric industries
• Proven track record bootstrapping Champions/CAB programs as a team of one (or very small team)
• Must be customer-obsessed with a desire to learn what motivates them, how they think, and what they like
• Deeply familiar with engagement strategies and channels
• Proven success working cross-functionally with internal business partners, including customer success, product marketing, content, sales, and data analytics teams
• Comfortable using data to inform your strategy with the ability to determine the success or failure of an initiative based on what the data says, and how to communicate that insight to leadership
• Familiar with marketing technologies (experience with Postal.io, Pendo, and Hubspot a plus) and can ramp on our product quickly
• Excellent written and verbal communication skills with the ability to tailor a message for a specific audience
• A community-first marketer who believes that the people behind the product are the heartbeat of any brand, and knows how to celebrate and engage them
• Self-starter attitude with a bias for action and ownership — comfortable navigating ambiguity and ability to create structure and process in a fast-paced environment

Who You Are

Successful candidates will also demonstrate many of the characteristics that our core values represent:

• Build things that matter: 
• You have a love of building something new or improving on current processes and care about making a positive difference.
• We’re all entrepreneurs: 
• You love learning new things and are comfortable working in a startup-like, dynamic environment -- moving quickly, even in the face of ambiguity. You are a self-directed leader who can jump in, structure their own work, and figure out how best to execute a plan yourself and with others. At Tekmetric our leaders are all players and coaches.
• Yes before no: 
• You keep an open mind and are excited about new ideas and helping others actualize their ideas. You are intellectually curious and analytical in a strategic context.
• We matter to each other: 
• You care about people and see the success of one is success for us all. You are a highly ethical individual with unquestioned integrity and the experience, confidence, and stature to protect confidential information in a growing company.

Why You'll Love Working With Us

Health & Wellness That Have You Covered:

• Enjoy the flexibility of remote work
• Competitive base salaries that reflect your value.
• Generous Paid Time Off, because we know you do your best work when you're well-rested.
• Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones.
• Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families.
• Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp.

Investing in Your Future (and Present):

• 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further.
• Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind.
• Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best.
• After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you. 
• Keep growing with support for continuing education - we’re invested in your development.

Most importantly, we have a stellar team of coworkers, a really cool office, and lots of fun activities!

Tekmetric is an equal opportunity employer. We hire hard working individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.