Manager, Customer Community & Advocacy (All Genders)

ALLPLAN is looking for a dynamic and visionary Manager of Customer Community & Advocacy to build our global customer community program from the ground up. This is a rare opportunity to create and shape a new strategic function that connects, educates, and empowers our customers worldwide. This role will lead the development of our online community platform and establish programs that foster peer-to-peer learning, reduce support friction, and amplify customer advocacy. Over the first 12 months, this leader will select and implement a community technology platform, launch an active global community, and build a small team to expand community-led education, events, and engagement initiatives. You will work cross-functionally with Customer Success, Support, Marketing, and Product teams to embed community-driven insights and engagement into our customer experience—creating a digital ecosystem that accelerates adoption, builds advocates, and helps customers thrive. The goal: Develop and lead the global community strategy , aligning with Customer Success, Product, and Marketing goals. Select, implement, and optimize the online community platform (e.g., Gainsight, Khoros, or Higher Logic) to build an engaging and scalable hub for our customers. Launch and manage the community, driving growth in participation, engagement, and content contribution. Design and execute community programs , including user groups, virtual events, advocacy and ambassador programs, and customer-generated content initiatives. Establish governance, moderation, and measurement frameworks to foster high-quality interaction and ensure a safe, inclusive environment. Use analytics to track and improve performance metrics such as: Community engagement rate Active participation growth Customer advocacy activation Support case deflection and time-to-resolution improvements Collaborate closely with internal stakeholders to integrate community insights into product roadmaps, customer enablement, and go-to-market plans. Build and lead a small team of community and advocacy specialists over the first year to scale global programs. Champion the value of the community across the company—demonstrating its business impact and contribution to customer satisfaction, retention, and NRR. The skills and experience: 7+ years of experience in community management, customer success, or customer marketing , including at least 3 years leading community or advocacy programs for a SaaS or technology company. Proven track record of building and scaling customer communities from inception —from strategy through to measurable impact. Deep understanding of community platforms, online engagement dynamics, and advocacy best practices. Strong cross-functional collaboration and executive influencing skills. Analytical and data-driven approach, with experience managing KPIs and using insights to improve performance. Outstanding communication and storytelling ability; confident in evangelizing the community’s value to internal and external audiences. Passion for connecting people and driving meaningful customer engagement. Deep understanding of community platforms, online engagement dynamics, and advocacy best practices. Strong cross-functional collaboration and executive influencing skills. Analytical and data-driven approach, with experience managing KPIs and using insights to improve performance. Outstanding communication and storytelling ability; confident in evangelizing the community’s value to internal and external audiences. Passion for connecting people and driving meaningful customer engagement. We Offer You: Flexible working hours with 5 extra vacation days Language courses and professional courses Employee retention program full of different bonuses for your work and life anniversaries Fully paid meal allowance even during your vacation or sickness Free access to LinkedIn Learning on your private account MultiSport card, sport events and team building activities Possibility to work from home Parking spaces and very good public transport connections Modern working environment without dress code ALLPLAN is a global provider of BIM design software for the AEC industry. True to our “Design to Build” claim, we cover the entire process from the first concept to final detailed design for the construction site and for prefabrication. Allplan users create deliverables of the highest quality and level of detail thanks to lean workflows. ALLPLAN offers powerful integrated cloud technology to support interdisciplinary collaboration on building and civ il engineering projects. Around the world over 600 dedicated employees continue to write the ALLPLAN success story. Headquartered in Munich, Germany, ALLPLAN is part of the Nemetschek Group which is a pioneer for digital transformation in the construction sector. #ALLPLAN #LI-PH1 Compensation The base pay range for this role is €55,000 – €60,000 per year.