Customer Community Manager

Job Title :: Customer Community Manager

Location :: CHARLESTON , SC

Job Type: Full-time

Job Description:

The Customer Community Manager is responsible for the end-to-end execution of the community strategy and the ongoing evaluation of the effectiveness of the membership-based programs.

This role balances strong hands-on contribution with collaboration ensuring Customer Advisory Councils (CACs), Product Advisory Groups (PAGs) and User Groups (UGs) are planned, executed, measured and followed through with consistency, quality and accountability.

This role requires a dynamic professional who is comfortable doing the work with strong executive presence, exceptional attention to detail and a strong focus on execution and ownership.

The Customer Community Manager combines community strategy, customer event delivery, advanced analytics and disciplined end-to-end project management to translate customer insights into actionable outcomes that influence product direction, go-to-market strategy and customer advocacy.

What You´ll Do

Customer community delivery and execution

• Partner with other members of the Customer Advocacy team to support the full lifecycle of CACs, Product Advisory Groups (PAGs) and User Groups (UGs) from strategy and planning through execution, follow-up, reporting and value realization
• Act as a trusted advisor to executive sponsors and senior leaders
• Drive consistency, scalability and excellence across all customer community engagements
• Establish clear objectives, success criteria, milestones and owners in conjunction with key stakeholders

Program and project management

• Manage complex, multi-stakeholder initiatives with strong attention to the development timelines, dependencies and deliverables
• Establish standardized meeting and event preparation, facilitation and post-engagement follow-up processes across all community engagements
• Track all actions to ensure activities are documented, assigned, tracked and closed within defined SLAs
• Follow up with internal stakeholders to support completion of agreed next steps.

Data, analytics and insights

• Create and lead internal communities of practices to facilitate sharing of best practices across regional leaders
• Define, implement and manage success metrics for customer communities and events (e.g., NPS, participation rates, engagement trends, closed-loop actions) in conjunction with community owners
• Develop and publish quarterly customer community impact reports, including scorecards, trend analysis and business outcomes
• Build and maintain dashboards (e.g., advanced Excel, Power BI, Salesforce) for real-time monitoring and executive reporting
• Translate qualitative and quantitative feedback into clear, actionable recommendations with measurable impact

Stakeholder engagement

• Lead the planning of high-impact customer community engagements with strong attention to detail across agendas, speakers, materials logistics and follow-up
• Partner closely with product management, sales, product marketing, delivery and leadership teams to ensure customer insights and event outcomes inform decision-making
• Ensure clear executive sponsorship, governance and accountability for community-driven initiatives

Membership and community management

• Own and maintain accurate membership rosters for all CACs, PAGs and UGs.
• Manage member onboarding, offboarding, invitations and communications with consistency
• Ensure data integrity across membership lists, attendance tracking and engagement records

Communication and executive presentation development

• Develop executive-ready presentations and materials, including PowerPoint decks, readouts, scorecards and insight summaries
• Prepare internal meeting agendas, briefing documents and summaries with clear actions and owners.
• Maintain transparency and accountability through regular reporting and stakeholder updates

Who You Are

• Bachelor’s degree or equivalent practical experience
• Experience leading customer communities, advisory councils, customer events, customer success or stakeholder engagement programs
• Demonstrated ability to engage and influence executive-level internal and external stakeholders
• Advanced proficiency in Excel, data analysis and performance reporting
• Experience building dashboards and analytics using tools such as Power Bi and CRM platforms (Salesforce preferred)
• Strong project management skills with the ability to manage multiple initiatives and events at scale with a high attention to detail and operational excellence
• Demonstrated experience developing executive presentations, including advanced PowerPoint skills
• Exceptional written and verbal communication skills, with the ability to synthesize complex insights for executive audiences.

Core competencies

• Strategic thinking and execution
• Executive facilitation and stakeholder management
• Customer event leadership and execution
• Advanced analytics and insight generation
• Exceptional attention to detail
• Operational rigor and accountability
• Cross-functional collaboration
• Outcome- and metrics-driven leadership

Success measures

• Demonstrated improvement in customer engagement and satisfaction metrics (e.g., NPS, participation rates, event feedback)
• Consistent delivery of high-quality, on-time customer community programs and events
• Accurate, well-managed community membership rosters and engagement records
• Clear linkage between community and event insights and business outcomes (product improvements, pipeline influence, advocacy)
• Strong executive and stakeholder confidence in the value, professionalism and impact of customer communities