About AdvocacyAI

Founded in 2024, AdvocacyAI is the first and only AI-native advocacy platform built to help advocacy experts deliver truly persuasive impact through modern message personalization, data-enriched insights, and intelligence-based action. Our growing team combines decades of experience as advocacy professionals with a passion for delivering exceptional customer service to our clients and partners.

The Problem We Solve

AdvocacyAI was designed with modern advocacy in mind. Our platform powers the full advocacy lifecycle, helping advocacy practitioners attract and activate more action-takers while effectively persuading targets using highly personalized, time-optimized messaging.

Our “Why”

At the heart of AdvocacyAI's mission is the belief that empowering advocacy professionals with advanced, intuitive tools can make a world of difference in how campaigns reach and influence decision-makers. Built in consultation with public affairs experts, AdvocacyAI facilitates genuinely persuasive and meaningful interactions that translate to real change in public policy and public opinion. As practitioners of advocacy campaigns ourselves, we’re dedicated to driving innovation and developing technology that serves the needs of our field.

About the job

We’re seeking a Director of Customer Experience to lead and scale our customer success efforts. This is a strategic role responsible for building systems and processes that ensure seamless onboarding, continuous support, and high customer retention. In this role, you will serve as a bridge between our customers and internal teams including product, sales, and marketing, helping drive value for clients while translating insights into business impact.

This position is ideal for someone with a passion for customer relationships, a strong analytical mindset, and the ability to operationalize customer-centric strategies at scale. While this role is remote, preference is given to candidates located in the Washington, D.C. region to enable in-person collaboration when needed.

Key Responsibilities

• Lead customer onboarding, engagement, renewal, and expansion efforts to drive retention and growth
• Build and implement scalable support processes including help center resources, ticketing workflows, and chat support
• Track and analyze customer success metrics including net revenue retention, churn, customer lifetime value, MRR, and ARR
• Prepare revenue, retention, renewal, and upsell projections to support business planning
• Partner with the product team to relay customer feedback and influence roadmap development
• Collaborate with sales and marketing to ensure a cohesive and informed customer journey
• Develop financial models and forecasts to project outcomes of renewal and cross-sell strategies
• Analyze customer behavior trends to identify at-risk accounts and proactively address churn

Preferred Qualifications

• 5+ years of experience in customer success, account management, or CX roles, preferably in SaaS
• Degree in Business, Accounting, Finance, or a related field
• Strong analytical and strategic thinking skills with proven ability to track and present KPIs
• Experience implementing support systems and customer engagement tools
• Excellent communication, collaboration, and project management skills
• Familiarity with HubSpot, Jira, Notion, and other customer success or CRM tools

Salary and Benefits

The salary range for this position is $75,000 - $90,000 depending on experience. AdvocacyAI’s full-time employees are eligible for a comprehensive benefits package including health insurance, paid time off, and other company-sponsored benefits.

How to Apply:

AdvocacyAI is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law. Women, minorities, individuals with disabilities, and veterans are encouraged to apply.

Please send your resume to [email protected].