Customer Success Advocate Jobs
Customer success advocate jobs are open across SaaS, fintech, healthcare technology, and enterprise software, at every level from entry-level to senior and team lead, with specializations in onboarding, retention, and renewal management. Find a role that fits below and apply directly.
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Open roles8
Top stateNorth Carolina
Top employerCarrier Enterprise
Top cityKnightdale, NC
Work type50% Remote
Top industryTechnology
Showing 5 of 8+ Customer Success Advocate jobs
Customer Success Advocate
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Added 2d ago
CableSouth Media III
Customer Success Advocate
Metairie, Louisiana
Added 2d ago
SAP NS2 Customer Success Advocate
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Added 3w ago
SAP
SAP NS2 Customer Success Advocate
Herndon, Virginia
Added 3w ago
Advocate Counselor, High School & College Success
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Added 1mo ago
Commonpoint Queens
Advocate Counselor, High School & College Success
Queens, New York
Added 1mo ago
Customer Success Advocate
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Added 1mo ago
Sage
Customer Success Advocate
Atlanta, Georgia
Added 1mo ago
Customer Success Advocate
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Added 1mo ago
Carrier Enterprise
Customer Success Advocate
Knightdale, North Carolina
Added 1mo ago
Added 2d ago
Customer Success Advocate
CableSouth Media III·Metairie, Louisiana
Job functions:
Remote (US)
201-500 employees
Job Description
Department: Call Center
FLSA Classification: Full-Time/Non-Exempt
Reports To: Senior Director of Customer Experience
Location: Metairie, LA
Workplace Type: Hybrid / Remote
Position Summary
The Customer Success Advocate (CSA) is a Tier 2 Customer Success role responsible for resolving complex customer issues that require ownership beyond the initial frontline interaction.
Unlike a traditional Customer Service Representative, the CSA does not work an inbound call queue. Instead, the role manages customer escalations, closed-loop Customer Success processes, executive and leadership escalations, regulatory complaints, and other cases requiring research, coordination, follow-through, and direct customer contact.
The CSA serves as the single point of ownership for assigned cases from receipt through resolution. Advocates coordinate across internal teams, remove roadblocks, keep customers informed, and ensure each case reaches a clear and documented outcome.
Key Responsibilities
Customer Escalation Management
- Own escalated customer cases that cannot be resolved through standard Tier 1 processes.
- Research account history, previous interactions, billing activity, service issues, and operational dependencies to identify the cause of the customer’s concern.
- Take ownership of assigned cases from initial assignment through resolution.
- Proactively contact customers by phone, email, or other approved channels to provide updates and resolutions.
- Set clear expectations with customers when resolution requires additional research or coordination.
- Maintain consistent follow-up until the issue is resolved.
- Confirm resolution with the customer when appropriate.
- Identify repeat issues or process breakdowns that create unnecessary customer effort.
Closed-Loop Customer Success
- Manage assigned closed-loop Customer Success processes.
- Follow up directly with customers when feedback, surveys, escalations, or other indicators identify an unresolved issue or poor experience.
- Review the customer’s experience to determine what occurred and what action is needed.
- Coordinate corrective action with the appropriate internal teams.
- Communicate outcomes and next steps clearly to customers.
- Document customer feedback, findings, actions taken, and final resolution.
- Surface recurring customer pain points and process gaps to Customer Success leadership.
Regulatory and Formal Complaints
- Own the research and coordination required for Attorney General (AG), Federal Communications Commission (FCC), executive, and other formal customer complaints.
- Review customer records and available interaction history to develop an accurate understanding of the complaint.
- Build clear case timelines when necessary.
- Partner with leadership and appropriate departments to gather information and determine the appropriate resolution.
- Prepare factual and professional information needed to support formal complaint responses.
- Track deadlines and ensure complaints are addressed within established internal or regulatory timelines.
- Maintain complete documentation of complaint activity, customer communication, actions taken, and final resolution.
- Escalate potential compliance, legal, reputational, or customer-impact risks to the appropriate leadership team.
Cross-Functional Resolution
- Partner with Customer Service, Technical Support, Dispatch, Service Delivery, Billing, Collections, Field Operations, Sales, and other teams to resolve customer concerns.
- Coordinate cases involving multiple departments so customers do not have to navigate internal ownership themselves.
- Track commitments made by other teams and follow up until required actions are completed.
- Maintain ownership of the overall customer outcome even when another department owns an individual action.
- Escalate internal blockers when they affect the customer experience, regulatory deadlines, or expected resolution timeline.
Case Management and Documentation
- Maintain accurate and timely case notes.
- Document research, customer communication, internal coordination, actions taken, and resolution details.
- Ensure each active case has a clear next step, owner, and expected completion date.
- Prioritize cases based on urgency, customer impact, aging, and regulatory or leadership requirements.
- Follow established escalation and case-management procedures.
- Close cases only after required actions are completed and the outcome has been appropriately communicated or verified.
- Maintain documentation that allows another team member or leader to quickly understand the history and current status of a case.
Customer Advocacy and Process Improvement
- Represent the customer’s perspective when coordinating complex issues internally.
- Identify patterns and recurring issues across escalations and complaints.
- Surface process, policy, communication, system, or training gaps contributing to customer issues.
- Provide case examples and supporting information to Customer Success leadership for root-cause analysis.
- Recommend opportunities to reduce repeat contacts, escalations, and customer effort.
- Support special Customer Success initiatives, customer recovery efforts, and high-priority customer situations as assigned.
Role Scope
The Customer Success Advocate is a Tier 2 resolution role rather than an inbound customer service role.
The position:
- Does not take routine inbound customer service calls.
- Does not serve as regular overflow for the inbound CSR queue.
- Does not simply transfer escalated cases to another department.
- Does not close a case solely because another department has been notified.
- Does proactively contact customers when direct communication is required to investigate, update, resolve, or close a case.
- Does maintain responsibility for coordinating the overall customer outcome.
The primary expectation is ownership and resolution, not inbound transaction volume.
Required Qualifications
- Previous experience in customer service, customer success, customer advocacy, telecommunications support, or a related customer-facing role.
- Demonstrated ability to research and resolve complex customer issues.
- Strong written and verbal communication skills.
- Strong organizational and case-management skills.
- Ability to manage multiple open cases and competing priorities.
- Strong attention to detail and documentation skills.
- Ability to communicate professionally with customers experiencing recurring, complex, or high-impact issues.
- Ability to coordinate effectively across multiple departments.
- Ability to work independently and maintain ownership of assigned responsibilities.
- Sound judgment regarding issue severity, urgency, risk, and when leadership involvement is required.
Preferred Qualifications
- Experience in a Tier 2, escalation, retention, complaint-resolution, or customer advocacy role.
- Telecommunications, internet service provider, broadband, or utility experience.
- Experience handling executive-level or regulatory customer complaints.
- Experience researching complex customer issues using account, billing, service, order, and interaction history.
- Experience conducting root-cause analysis or identifying recurring customer-impacting issues.
Core Competencies
Case Ownership: Takes responsibility for assigned cases and follows them through resolution rather than relying on handoffs.
Customer Advocacy: Represents the customer’s needs while balancing company policies, operational requirements, and available solutions.
Problem Solving: Looks beyond the immediate customer concern to understand contributing factors and determine an appropriate path to resolution.
Follow-Through: Tracks commitments, next steps, and dependencies until required actions are completed.
Communication: Communicates complex situations clearly and professionally with customers, leaders, and internal partners.
Written Documentation: Produces clear, factual, and complete case notes, timelines, summaries, and complaint documentation.
Judgment: Recognizes urgency, customer impact, risk, and when additional leadership involvement is appropriate.
Cross-Functional Coordination: Works effectively across departments while maintaining ownership of the overall customer outcome.
De-escalation: Handles frustrated or dissatisfied customers professionally while keeping interactions focused on resolution.
Prioritization: Balances regulatory deadlines, executive escalations, customer impact, case aging, and routine workload appropriately.
Measures of Success
Because this is a non-inbound Tier 2 role, performance should focus on resolution, case ownership, quality, and timeliness rather than traditional inbound call-center productivity measures.
- Escalation resolution time
- Percentage of cases resolved within established SLA
- Closed-loop completion rate
- Aging of open cases
- Regulatory complaint response timeliness
- Customer follow-up completion rate
- Documentation accuracy and completeness
- Case reopen or repeat escalation rate
- Resolution confirmation rate
- Quality of complaint and escalation responses
- Identification of recurring customer-impacting issues
- Adherence to case-management and escalation processes
Traditional measures such as inbound calls handled per hour or inbound average handle time should not serve as primary performance measures for this position.
Work Schedule
- This is a full-time position with a variable work schedule based on business and operational needs.
- The position requires flexibility to work early mornings, evenings, weekends, holidays, and other non-standard hours as business and operational needs require.
- On-call participation is required as part of a rotating on-call schedule.
- Schedules may be adjusted based on customer service demands, project deadlines, emergency restoration efforts, operational needs, and other business requirements.
Benefits
- Competitive salary based on experience
- Health, dental, and vision insurance
- Paid time off and company holidays
- 401(k) retirement plan options with employer matching
- Professional development opportunities and training opportunities
- Stable and growing regional company environment
Physical Demands
While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands to finger, handle, or feel, reach with hands and arms, and communicate effectively by speaking and hearing. The employee may occasionally be required to lift and/or move items weighing up to 25 pounds. Specific vision abilities required by the position include close vision, depth perception, and the ability to focus.
The conditions listed are representative of those that must be met by an employee to perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.
The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by managers as deemed appropriate.
Swyft Fiber is an Equal Opportunity Employer.
CableSouth Media III
Customer Success Advocate
Metairie, Louisiana
Added 2d ago201-500 employees
Job functions:
Remote (US)
Job Description
Department: Call Center
FLSA Classification: Full-Time/Non-Exempt
Reports To: Senior Director of Customer Experience
Location: Metairie, LA
Workplace Type: Hybrid / Remote
Position Summary
The Customer Success Advocate (CSA) is a Tier 2 Customer Success role responsible for resolving complex customer issues that require ownership beyond the initial frontline interaction.
Unlike a traditional Customer Service Representative, the CSA does not work an inbound call queue. Instead, the role manages customer escalations, closed-loop Customer Success processes, executive and leadership escalations, regulatory complaints, and other cases requiring research, coordination, follow-through, and direct customer contact.
The CSA serves as the single point of ownership for assigned cases from receipt through resolution. Advocates coordinate across internal teams, remove roadblocks, keep customers informed, and ensure each case reaches a clear and documented outcome.
Key Responsibilities
Customer Escalation Management
- Own escalated customer cases that cannot be resolved through standard Tier 1 processes.
- Research account history, previous interactions, billing activity, service issues, and operational dependencies to identify the cause of the customer’s concern.
- Take ownership of assigned cases from initial assignment through resolution.
- Proactively contact customers by phone, email, or other approved channels to provide updates and resolutions.
- Set clear expectations with customers when resolution requires additional research or coordination.
- Maintain consistent follow-up until the issue is resolved.
- Confirm resolution with the customer when appropriate.
- Identify repeat issues or process breakdowns that create unnecessary customer effort.
Closed-Loop Customer Success
- Manage assigned closed-loop Customer Success processes.
- Follow up directly with customers when feedback, surveys, escalations, or other indicators identify an unresolved issue or poor experience.
- Review the customer’s experience to determine what occurred and what action is needed.
- Coordinate corrective action with the appropriate internal teams.
- Communicate outcomes and next steps clearly to customers.
- Document customer feedback, findings, actions taken, and final resolution.
- Surface recurring customer pain points and process gaps to Customer Success leadership.
Regulatory and Formal Complaints
- Own the research and coordination required for Attorney General (AG), Federal Communications Commission (FCC), executive, and other formal customer complaints.
- Review customer records and available interaction history to develop an accurate understanding of the complaint.
- Build clear case timelines when necessary.
- Partner with leadership and appropriate departments to gather information and determine the appropriate resolution.
- Prepare factual and professional information needed to support formal complaint responses.
- Track deadlines and ensure complaints are addressed within established internal or regulatory timelines.
- Maintain complete documentation of complaint activity, customer communication, actions taken, and final resolution.
- Escalate potential compliance, legal, reputational, or customer-impact risks to the appropriate leadership team.
Cross-Functional Resolution
- Partner with Customer Service, Technical Support, Dispatch, Service Delivery, Billing, Collections, Field Operations, Sales, and other teams to resolve customer concerns.
- Coordinate cases involving multiple departments so customers do not have to navigate internal ownership themselves.
- Track commitments made by other teams and follow up until required actions are completed.
- Maintain ownership of the overall customer outcome even when another department owns an individual action.
- Escalate internal blockers when they affect the customer experience, regulatory deadlines, or expected resolution timeline.
Case Management and Documentation
- Maintain accurate and timely case notes.
- Document research, customer communication, internal coordination, actions taken, and resolution details.
- Ensure each active case has a clear next step, owner, and expected completion date.
- Prioritize cases based on urgency, customer impact, aging, and regulatory or leadership requirements.
- Follow established escalation and case-management procedures.
- Close cases only after required actions are completed and the outcome has been appropriately communicated or verified.
- Maintain documentation that allows another team member or leader to quickly understand the history and current status of a case.
Customer Advocacy and Process Improvement
- Represent the customer’s perspective when coordinating complex issues internally.
- Identify patterns and recurring issues across escalations and complaints.
- Surface process, policy, communication, system, or training gaps contributing to customer issues.
- Provide case examples and supporting information to Customer Success leadership for root-cause analysis.
- Recommend opportunities to reduce repeat contacts, escalations, and customer effort.
- Support special Customer Success initiatives, customer recovery efforts, and high-priority customer situations as assigned.
Role Scope
The Customer Success Advocate is a Tier 2 resolution role rather than an inbound customer service role.
The position:
- Does not take routine inbound customer service calls.
- Does not serve as regular overflow for the inbound CSR queue.
- Does not simply transfer escalated cases to another department.
- Does not close a case solely because another department has been notified.
- Does proactively contact customers when direct communication is required to investigate, update, resolve, or close a case.
- Does maintain responsibility for coordinating the overall customer outcome.
The primary expectation is ownership and resolution, not inbound transaction volume.
Required Qualifications
- Previous experience in customer service, customer success, customer advocacy, telecommunications support, or a related customer-facing role.
- Demonstrated ability to research and resolve complex customer issues.
- Strong written and verbal communication skills.
- Strong organizational and case-management skills.
- Ability to manage multiple open cases and competing priorities.
- Strong attention to detail and documentation skills.
- Ability to communicate professionally with customers experiencing recurring, complex, or high-impact issues.
- Ability to coordinate effectively across multiple departments.
- Ability to work independently and maintain ownership of assigned responsibilities.
- Sound judgment regarding issue severity, urgency, risk, and when leadership involvement is required.
Preferred Qualifications
- Experience in a Tier 2, escalation, retention, complaint-resolution, or customer advocacy role.
- Telecommunications, internet service provider, broadband, or utility experience.
- Experience handling executive-level or regulatory customer complaints.
- Experience researching complex customer issues using account, billing, service, order, and interaction history.
- Experience conducting root-cause analysis or identifying recurring customer-impacting issues.
Core Competencies
Case Ownership: Takes responsibility for assigned cases and follows them through resolution rather than relying on handoffs.
Customer Advocacy: Represents the customer’s needs while balancing company policies, operational requirements, and available solutions.
Problem Solving: Looks beyond the immediate customer concern to understand contributing factors and determine an appropriate path to resolution.
Follow-Through: Tracks commitments, next steps, and dependencies until required actions are completed.
Communication: Communicates complex situations clearly and professionally with customers, leaders, and internal partners.
Written Documentation: Produces clear, factual, and complete case notes, timelines, summaries, and complaint documentation.
Judgment: Recognizes urgency, customer impact, risk, and when additional leadership involvement is appropriate.
Cross-Functional Coordination: Works effectively across departments while maintaining ownership of the overall customer outcome.
De-escalation: Handles frustrated or dissatisfied customers professionally while keeping interactions focused on resolution.
Prioritization: Balances regulatory deadlines, executive escalations, customer impact, case aging, and routine workload appropriately.
Measures of Success
Because this is a non-inbound Tier 2 role, performance should focus on resolution, case ownership, quality, and timeliness rather than traditional inbound call-center productivity measures.
- Escalation resolution time
- Percentage of cases resolved within established SLA
- Closed-loop completion rate
- Aging of open cases
- Regulatory complaint response timeliness
- Customer follow-up completion rate
- Documentation accuracy and completeness
- Case reopen or repeat escalation rate
- Resolution confirmation rate
- Quality of complaint and escalation responses
- Identification of recurring customer-impacting issues
- Adherence to case-management and escalation processes
Traditional measures such as inbound calls handled per hour or inbound average handle time should not serve as primary performance measures for this position.
Work Schedule
- This is a full-time position with a variable work schedule based on business and operational needs.
- The position requires flexibility to work early mornings, evenings, weekends, holidays, and other non-standard hours as business and operational needs require.
- On-call participation is required as part of a rotating on-call schedule.
- Schedules may be adjusted based on customer service demands, project deadlines, emergency restoration efforts, operational needs, and other business requirements.
Benefits
- Competitive salary based on experience
- Health, dental, and vision insurance
- Paid time off and company holidays
- 401(k) retirement plan options with employer matching
- Professional development opportunities and training opportunities
- Stable and growing regional company environment
Physical Demands
While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands to finger, handle, or feel, reach with hands and arms, and communicate effectively by speaking and hearing. The employee may occasionally be required to lift and/or move items weighing up to 25 pounds. Specific vision abilities required by the position include close vision, depth perception, and the ability to focus.
The conditions listed are representative of those that must be met by an employee to perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.
The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by managers as deemed appropriate.
Swyft Fiber is an Equal Opportunity Employer.
Customer Success Advocate Jobs by Experience Level
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Find JobsCustomer Success Advocate Job Market
Who's Hiring
Top Industries Hiring
- Technology & Software
What Employers Look For
The qualifications that appear most often in customer success advocate jobs.
- 1-3 years of customer success, account management, or related client-facing experience
- Proficiency with a CRM platform such as Salesforce or HubSpot
- Demonstrated ability to manage a portfolio of accounts and drive renewals
- Strong written and verbal communication skills for client-facing interactions
- Experience with customer health scoring tools or success platforms like Gainsight or ChurnZero
- Bachelor's degree in business, communications, or a related field
Tips for Your Customer Success Advocate Job Search
Quantify retention outcomes on your resume
Hiring managers for customer success advocate roles scan for measurable impact. Replace vague phrases like 'managed accounts' with specific outcomes: renewal rates improved, churn reduced, or onboarding time shortened. Numbers tied to retention and expansion tell a clearer story than responsibilities alone.
Apply early to roles that fit
Migrate Mate lists customer success advocate openings from across the United States in one place, so you can find roles that match and apply directly to each listing.
Tailor your resume to product verticals
A customer success advocate resume that worked for a project management tool won't automatically land interviews at a healthcare SaaS company. Reframe your experience around the buyer persona and use case relevant to each product category before you apply.
Highlight tool fluency beyond your CRM
Many job descriptions for customer success advocates list specific platforms for health scoring, in-app messaging, and customer data tracking. Calling out your hands-on experience with the category of tool, not just your CRM, helps your application clear automated screening faster.
Prepare a structured account story for interviews
Interviewers frequently ask you to walk through a customer relationship from onboarding to renewal or churn. Build two or three detailed account stories in advance covering the challenge, your actions, and the outcome, so you can answer confidently without improvising.
Negotiate on scope, not just base pay
Customer success advocate offers often include variable compensation tied to renewal and expansion targets. Before accepting, clarify how those targets are set, whether the book of accounts is new or inherited, and what tools and support are provided. These factors affect your actual earning potential more than base alone.
Customer Success Advocate Jobs: Frequently Asked Questions
Which companies are hiring the most customer success advocates?
The most active employers for customer success advocates right now are Carrier Enterprise, SAP, and Sage, and the most openings are in North Carolina, Georgia, and New York, based on current listings on Migrate Mate as of November 2026. SaaS and technology companies consistently account for a large share of open roles.
How many customer success advocate jobs are remote?
About 100% of customer success advocate openings are fully remote or hybrid as of November 2026, making it one of the more flexible roles in the customer-facing space. Fully remote positions are most common in onboarding, digital customer success, and accounts tied to lower annual contract values, where in-person executive relationships are less central.
How do you become a customer success advocate?
Start by building experience in a client-facing role, such as support, account coordination, or inside sales, where you practice managing relationships and resolving issues. Learn a CRM platform and familiarize yourself with customer health metrics. Build a resume that shows retention or satisfaction outcomes, then target companies whose product you understand well enough to advise customers confidently.
Can you get a customer success advocate job with little experience?
Yes, many teams hire advocates at the entry level and train them on internal tools and processes. Candidates with strong support or service backgrounds, even from outside tech, regularly make this transition. Focus your application on communication skills, problem-solving examples, and any exposure to SaaS products. Smaller companies and high-growth startups are often more open to candidates without direct customer success titles.
What does the customer success advocate interview process look like?
Most processes include an initial screening call, a skills-based interview focused on past account situations and how you handled churn or escalations, and a practical exercise such as a mock business review or a written response to a hypothetical customer scenario. Final rounds often involve meeting a cross-functional partner in sales or product. The whole process typically takes two to four weeks from first contact to offer.
Where can I find and apply to customer success advocate jobs?
You can find and apply to customer success advocate jobs on Migrate Mate, which lists current openings from across the United States. Find roles that match your experience and location preference, then apply directly to each listing. New openings are added regularly, so checking back frequently gives you the best shot at catching roles early in the posting window.
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