Customer Community Manager

Role: Customer Community ManagerLocation: Charleston, SC - Hybrid Duration: Full TimeDescription: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 DoCustomer community delivery and executionPartner 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 realizationAct as a trusted advisor to executive sponsors and senior leadersDrive consistency, scalability and excellence across all customer community engagementsEstablish clear objectives, success criteria, milestones and owners in conjunction with key stakeholdersProgram and project managementManage complex, multi-stakeholder initiatives with strong attention to the development timelines, dependencies and deliverablesEstablish standardized meeting and event preparation, facilitation and post-engagement follow-up processes across all community engagementsTrack all actions to ensure activities are documented, assigned, tracked and closed within defined SLAsFollow up with internal stakeholders to support completion of agreed next steps.Data, analytics and insightsCreate and lead internal communities of practices to facilitate sharing of best practices across regional leadersDefine, implement and manage success metrics for customer communities and events (e.g., NPS, participation rates, engagement trends, closed-loop actions) in conjunction with community ownersDevelop and publish quarterly customer community impact reports, including scorecards, trend analysis and business outcomesBuild and maintain dashboards (e.g., advanced Excel, Power BI, Salesforce) for real-time monitoring and executive reportingTranslate qualitative and quantitative feedback into clear, actionable recommendations with measurable impactStakeholder engagementLead the planning of high-impact customer community engagements with strong attention to detail across agendas, speakers, materials logistics and follow-upPartner closely with product management, sales, product marketing, delivery and leadership teams to ensure customer insights and event outcomes inform decision-makingEnsure clear executive sponsorship, governance and accountability for community-driven initiativesMembership and community managementOwn and maintain accurate membership rosters for all CACs, PAGs and UGs.Manage member onboarding, offboarding, invitations and communications with consistencyEnsure data integrity across membership lists, attendance tracking and engagement recordsCommunication and executive presentation developmentDevelop executive-ready presentations and materials, including PowerPoint decks, readouts, scorecards and insight summariesPrepare internal meeting agendas, briefing documents and summaries with clear actions and owners.Maintain transparency and accountability through regular reporting and stakeholder updatesWho You AreBachelor’s degree or equivalent practical experienceExperience leading customer communities, advisory councils, customer events, customer success or stakeholder engagement programsDemonstrated ability to engage and influence executive-level internal and external stakeholdersAdvanced proficiency in Excel, data analysis and performance reportingExperience 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 excellenceDemonstrated experience developing executive presentations, including advanced PowerPoint skillsExceptional written and verbal communication skills, with the ability to synthesize complex insights for executive audiences.Core competenciesStrategic thinking and executionExecutive facilitation and stakeholder managementCustomer event leadership and executionAdvanced analytics and insight generationExceptional attention to detailOperational rigor and accountabilityCross-functional collaborationOutcome- and metrics-driven leadershipSuccess measuresDemonstrated 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 eventsAccurate, well-managed community membership rosters and engagement recordsClear 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 communitiesWork EnvironmentHybrid roleBased in Charleston