Jacqui Cooper

About Jacqui Cooper

Customer Advocacy & Executive Engagement Leader with 15+ years of experience driving global advocacy programs and executive advisory councils in B2B tech. Expert at building and scaling customer advocacy initiatives that deepen C-suite relationships, influence product strategy, and fuel retention and revenue growth. Proven collaborator across Sales, Customer Success, and Marketing to embed advocacy throughout the customer lifecycle and transform executive satisfaction into measurable business impact.

Experience

1. Sr Customer Experience Manager

   Highspot

   Sep 2021 — Present · Seattle, WA, US

   Leads the design and execution of a comprehensive advocacy strategy for all customers, focusing on long-term engagement, retention, and growth. Developed and scaled programs that have elevated customer voices while embedding advocacy across the entire customer journey. Key Contributions & Initiatives- Designed and launched a full-service Customer Reference Program that supports both sales and marketing efforts- Created and scaled Virtual Peer Learning Circles (PLCs), enabling customers to learn from peers, share best practices, and build community-driven value- Created and led Highspot’s Customer Advisory Board (CAB) and Product Advisory Board (PAB), achieving a sustained 9/10 SAT score by delivering strategic content, presenting future vision, enabling executive-level engagement, and providing meaningful opportunities for customer influence- Developed and hosted bi-annual Customer Advocate webinars to educate and engage advocates with Highspot’s roadmap, product strategy, and leadership- Implemented a scalable one-to-many reference program (AMA), increasing efficiency in fulfilling customer reference requests while spotlighting key advocates- Launched and scaled regional User Groups to deepen in-market engagement and foster peer connections within concentrated customer communities- Collaborated cross-functionally with Marketing, Sales, Customer Success, and Product to embed advocacy touch points across the lifecycle and support renewal, expansion, and retention goals- Built strong relationships with strategic enterprise customers, fostering trust and unlocking high-value advocacy opportunities including thought leadership and speaking engagements- Scaled a programmatic workflow in Salesforce to identify and nominate new customer advocates, streamline onboarding, and align individuals with tailored advocacy opportunities based on interests, product use, and strategic fit.

Education

• Washington State University

  Bachelor’s Degree, Communication and Media Studies

Skills

• Marketing
• Online Advertising
• Video
• Demand Generation
• Business Development
• Digital Marketing
• Newsletters
• Account Management
• Social Media Marketing
• Marketing Communications
• Program Management
• Lead Generation
• Case Studies
• Project Management
• Integrated Marketing
• Marketing Strategy
• B2b Marketing
• Advertising
• Public Relations
• Management