Sr. Manager, Community Success

About this Role

The Manager, Community Success ensures IT community members—from junior staff to C‑suite leaders—gain maximum value from their participation. In this leadership role, you will take accountability for client outcomes, including complex client needs and regular interaction with senior executives. You’ll lead, mentor, and guide a team of Community Success Managers, defining processes and developing playbooks for consistent, high‑quality engagement. You will oversee and clearly communicate performance metrics such as retention, engagement, and qualitative feedback, ensuring the community remains a valuable asset for clients.

Success in this role requires executive presence, adaptability, strong organization, and a proactive focus on retention and creative re‑engagement.

• Manage, mentor, train, and guide a team of Community Success Managers, maintaining a highly structured approach to prioritization in a fast‑paced environment.
• Take accountability for client outcomes, adapting to changing needs and engaging regularly with senior leaders and C‑suite executives in strategic discussions.
• Define, document, and implement community management processes to ensure operational excellence and retention‑focused engagement strategies.
• Develop and maintain playbooks for Community Success Managers to ensure consistent, high‑quality member engagement and creative re‑engagement.
• Oversee, analyze, and report on retention, engagement, and qualitative customer feedback, clearly explaining how success is measured.
• Continuously evaluate and improve processes to enhance support, timeliness, and the quality of member contributions.
• Build relationships with community members at all levels, demonstrating executive presence as a clear, concise communicator with the confidence and polish to engage senior leaders.
• Proactively maintain client relationships, reaching out to understand needs, encourage participation, and creatively re‑engage members.
• Oversee the monitoring and moderation of multiple community forums and threads, ensuring alignment with guidelines.
• Address issues or conflicts promptly and professionally, demonstrating adaptability and coachability by listening well, asking strong probing questions, and judging when to redirect or follow the client’s lead.
• Assist members in finding answers by conducting research or leveraging organizational resources.
• Connect members with relevant experts or resources.
• Summarize key discussions, highlighting takeaways and actionable steps.

• 5‑7 yrs proven experience managing online communities and leading teams, with a track record of accountability for client outcomes and engaging with clients at all organizational levels, including the C‑suite.
• Demonstrated ability to mentor, train, and guide direct reports, adapting to changing client needs and conversations.
• Experience defining and implementing operational processes and playbooks for community or client success teams, with a focus on retention and engagement.
• Excellent communication skills, with clear, concise, and confident executive presence to engage senior leaders in strategic conversations.
• Superior organizational skills; highly structured and able to prioritize effectively in a fast‑paced environment.
• Demonstrated resourcefulness in researching, deducing, and finding potential resolutions and approaches for members and team members.
• Proficiency in enterprise technology and a strong desire to learn and become an expert.
• Strong analytical skills, with experience tracking and interpreting community engagement metrics, including retention and qualitative feedback.
• Strong problem‑solving abilities, with adaptability and coachability to pivot during changing client conversations.
• Experience moderating online forums or communities.
• Ability to synthesize complex discussions into actionable insights.
• Familiarity with Gartner resources is a plus.

• Ability to collaborate with business and technical stakeholders, including senior leaders.
• Strong leadership and project management skills; able to meet deadlines, prioritize, and oversee team performance in a highly structured…