Senior Principal Customer Advocate Manager

Unqork empowers enterprises to accelerate growth by rapidly building, testing, and running AI-powered applications. The Senior Principal Customer Advocate Manager will establish strong relationships with customer stakeholders, develop customer advocacy strategies, and provide ongoing support to ensure platform adoption and success.

Responsibilities:

• Establish and nurture strong relationships with customer stakeholders at all levels, from technical champions to economic buyers, starting before contract close
• Partner with customers, internal teams and SI’s in the delivery of applications
• Educate customers about Unqork, including new features and functionality on a regular basis
• Ensure customer needs are met at the highest level of quality regardless of delivery model and resources assigned
• Develop and continuously refine a customer advocacy strategy aligned with Unqork's goals for success, retention, and expansion
• Help customers expand their use of Unqork by understanding existing use cases, identifying blockers, and proactively suggesting additional applications
• Develop and execute customer success strategies, ensuring adherence to best practices and compliance to agreed-upon roles/responsibilities
• Track and manage renewals, including appropriate teams as needed
• Utilize health and success metrics to monitor customers and their application usage to drive success strategy
• Provide continuous assistance post-go-live, including regular check-ins, Quarterly Business Reviews (QBRs), and defining Customer Success Plans (CSPs) to ensure ongoing platform adoption
• Support expanding use of Unqork by identifying and driving expansion within accounts
• Identify opportunities for enablement, training and technical advisory services, as well as analyze support tickets and share strategic findings with customer
• Act as the internal voice of the customer, ensuring their wins, challenges, and insights are heard, understood, and acted upon by internal teams across GTM, Product, Marketing, and other teams within Unqork
• Share customer feedback with internal teams to identify opportunities for product improvement, template development, and new features
• Identify customer success stories and work with Marketing to publish case studies, testimonials and references to highlight tangible business value
• You are an avid user of AI tools and are passionate about exploring how AI can automate workflows, enhance creativity, and increase your personal impact

Requirements:

• 7+ years in a customer-facing role (Customer Success, Consulting, Implementation, Sales) within SaaS, ideally in a growth-stage or startup environment
• Proven expertise in client relationship management, technical delivery, and product management, utilizing metrics driven decisions, and managing a portfolio of key customers
• Technical aptitude with a strong desire to master the Unqork platform
• Strategic thinker with a solution oriented-minded approach - you have a proven track record of creating clear strategic customer success plans with tactical steps
• Proven track record of cross-functional collaboration skills, knowing how to be the voice of the customer internally drive successful outcomes
• Exceptional communication, organizational, interpersonal, and presentation skills
• Having a proven track record of building C-level relationships is a plus!
• Experience with a LCNC platform is a plus!