Customer Advocacy & Senior Communications Specialist

About the role

This position focuses on transforming customer success stories into verified evidence that drives the healthcare industry forward. You will bridge the gap between our data impact and the market by managing customer relationships and developing narratives for conferences, media, and sales enablement. The role requires a strategic communicator who can translate complex data points into compelling human-centered stories. You will act as a liaison between our customers and internal stakeholders, ensuring their voices are heard at the highest levels. Success in this position is defined by the depth and quality of advocacy generated. You will be responsible for maintaining the integrity of the customer narrative while scaling program participation. This is a critical function within the commercial engine of the organization.

Key facts

What you'll do

• Cultivate and maintain long-term relationships with customers to secure advocacy participation.
• Collaborate with Sales and Customer Success teams to identify accounts with significant business outcomes.
• Oversee customer involvement in case studies, advisory boards, reference calls, and media interviews.
• Create and distribute internal resources like playbooks and newsletters to keep teams informed on available advocates.
• Coordinate with Brand and Corporate Communications to promote customer stories across social media, websites, and thought leadership channels.
• Author and submit nominations for industry awards and conference speaking slots.
• Monitor program performance and advocacy metrics across the organization.
• Utilize AI tools to draft initial content, synthesize CRM data, and automate manual tracking processes.
• Conduct deep discovery sessions with clients to uncover impactful business outcomes and measurable ROI.
• Translate raw customer feedback into structured narratives that highlight product efficacy and market differentiation.
• Establish and maintain a robust pipeline of potential advocates through proactive outreach and relationship management.
• Partner with Legal and Compliance to ensure all customer communications meet regulatory standards and internal policies.
• Analyze competitive landscapes to identify unique value propositions that strengthen customer advocacy narratives.
• Facilitate cross-functional workshops to align internal teams on key customer wins and messaging strategies.
• Develop and maintain a comprehensive database of customer advocates and their specific areas of expertise.

Requirements

• 3+ years of professional experience in public relations, customer marketing, communications, or customer advocacy.
• Proven background in life sciences, healthcare, health technology, or similar regulated sectors.
• Demonstrated ability to build customer relationships that result in documented advocacy outcomes.
• Strong writing capabilities for executive talking points, award submissions, and case studies.
• Experience managing a formal reference or advocacy program from inception.
• Ability to manage multiple initiatives simultaneously and work effectively across departments without formal authority.
• Excellent judgment in handling sensitive customer information and maintaining confidentiality.
• Strong understanding of the customer journey and the ability to map advocacy touchpoints.
• Willingness to travel domestically for customer meetings or industry events as required.
• Commitment to maintaining the highest ethical standards in all customer interactions.
• Demonstrated experience with data-driven storytelling and the ability to quantify program impact.
• Capacity to thrive in a fast-paced environment with evolving priorities and deadlines.
• Professionalism and resilience when managing high-stakes communications for executive audiences.

Nice to have

• Familiarity with Salesforce and marketing or advocacy-specific software.
• Experience with executive storytelling or organic social media strategy.
• Working knowledge of the life sciences or healthcare ecosystem.

Skills & tools

• Salesforce
• Marketing and advocacy technology platforms
• AI-driven content drafting and workflow automation
• Project management

Practical notes

• Compensation includes potential performance-based bonuses and equity awards.
• Benefits include comprehensive health, dental, and vision insurance, 401(k) with company match, flexible time off, and disability/life insurance.
• Komodo Health operates with a hybrid model with hubs in San Francisco, New York City, and Chicago.

About the company

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