Senior Customer Advocacy Program Manager

Description
Ready to join a team that's all in? At Imprivata, we deliver unified access and security management programs that eliminate friction, empowering healthcare and mission-critical organizations to work smarter, faster, and more securely.
We believe work can be more than a job or task-it's a collective spirit; the type that emboldens creativity, embraces challenge, and fosters excitement. We are constantly raising the bar on what's possible, owning the outcome of our triumphs and trials, staying nimble amidst change, and cultivating an environment where we win together. Here, your ideas matter, your differences are celebrated, and your work drives real results-for your career, your teammates, and our customers.
When you join Imprivata, you embark on a shared journey of ambition and growth. We're committed to building an inclusive workplace where everyone feels valued and supported. If you're looking for a place to match your passion with purpose-and where every day you can make an impact-you'll find it here
We are seeking a Senior Customer Advocacy Program Manager to join our team for this hybrid opportunity out of our Waltham, MA office.
Job Summary
The Sr. Customer Advocacy Program Manager leads the vision, strategy, and execution of Imprivata's Customer Reference and Advocacy Program within the Customer Marketing organization. This role defines and evolves the advocacy roadmap, systematically identifying and developing customer champions who support sales and drive measurable impact across marketing, renewal, and adoption goals. Blending strategic leadership with hands-on execution, the manager oversees day-to-day advocate engagement, program operations, and the creation of compelling customer success stories. The role partners cross-functionally with Sales, Customer Success, Community, Campaigns, Renewal, and Adoption teams to deliver a seamless, high-touch advocacy experience.
Duties and Responsibilities

• Define and evolve a comprehensive customer advocacy strategy aligned with company growth objectives.
• Establish program goals, KPIs, and scalable processes to increase advocacy participation and measurable impact.
• Integrate advocacy across the customer lifecycle, partnering with Sales and Customer Success to support pipeline growth, deal acceleration, retention, and adoption.
• Lead day-to-day operations of the advocacy program, including advocate identification, recruitment, engagement, and opportunity matching.
• Manage and optimize the customer reference database (e.g., SlapFive), ensuring data accuracy and alignment with sales needs.
• Deliver a high-touch, white-glove experience for all participating advocates.
• Develop compelling customer success stories and translate them into case studies, testimonials, videos, and other advocacy assets.
• Collaborate with Marketing to amplify customer stories across campaigns, digital channels, events, PR, and sales enablement materials.
• Build and sustain strong advocate relationships through advisory boards, user groups, and ongoing engagement strategies.
• Track, analyze, and report on program performance, using data-driven insights to optimize effectiveness and scale impact.
• Other duties as assigned and required.

Qualifications

• Bachelor's degree in Marketing, Business, Communications, or a related field; MBA is a plus.
• 7+ years of experience in customer advocacy, customer success, or a related field within the B2B software industry.
• Solid comprehension of B2B software solutions and customer needs.
• Excellent communication and interpersonal skills with the ability to build strong relationships with customers and internal teams.
• Proven experience in developing and managing customer advocacy programs.
• Strong project management skills with the ability to manage multiple projects simultaneously.
• Ability to create compelling customer success stories and advocacy content.
• Data-driven mindset with the ability to analyze program performance and make data-informed decisions.
• Proficiency in CRM and customer advocacy tools (e.g., Salesforce, Influitive, ReferenceEdge).

This position offers a salary range of $140,000.00 to $150,000.00 (inclusive of variable compensation such as bonuses and incentives). In addition, more information about Imprivata's benefit offerings can be found here. This salary range represents the high and low end of Imprivata's salary range for this position. Actual salaries will vary and may be above or below the range based on various factors, such as a candidate's location, skills, experience, and qualifications.
At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!
Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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