Manager, Customer Community & Advocacy

About the role

ALLPLAN is seeking a dynamic Manager of Customer Community & Advocacy to design and launch a global online community that connects, educates and empowers our customers. In this newly created function you will shape strategy, select technology and build a team that drives peer‑to‑peer learning, reduces support friction and amplifies advocacy.

Key responsibilities

• Define and execute a global community strategy aligned with Customer Success, Product and Marketing objectives.
• Select, implement and optimise an online community platform (e.g., Gainsight, Khoros, Higher Logic).
• Launch and grow the community, driving participation, content creation and user‑generated advocacy programs.
• Design and run user groups, virtual events, ambassador programmes and customer‑generated content initiatives.
• Establish governance, moderation and measurement frameworks to ensure a safe, inclusive environment.
• Use analytics to track engagement, participation growth, advocacy activation and support case deflection.
• Collaborate with internal stakeholders to feed community insights into product roadmaps and go‑to‑market plans.
• Recruit and lead a small team of community and advocacy specialists within the first year.

Required profile

• 7+ years of experience in community management, customer success or customer marketing, with at least 3 years leading community or advocacy programmes in a SaaS or technology company.
• Proven track record of building customer communities from inception to measurable impact.
• Strong cross‑functional collaboration and executive influencing abilities.
• Analytical, data‑driven mindset with experience managing KPIs and translating insights into action.
• Excellent communication and storytelling skills, able to evangelise community value internally and externally.

Required skills

• Gainsight
• Khoros
• Higher Logic