Gartner

Senior Manager, Community Success

Gartner

full-time

Posted on:

Location Type: Hybrid

Location: Irving • Florida • Texas • United States

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Salary

💰 $94,000 - $134,000 per year

Job Level

Senior

About the role

  • Manage, mentor, train, and guide a team of Community Success Managers
  • Take accountability for client outcomes and engage regularly with senior leaders and C-suite executives
  • Define, document, and implement community management processes
  • Develop and maintain playbooks for Community Success Managers
  • Oversee, analyze, and report on retention, engagement, and qualitative customer feedback
  • Continuously evaluate and improve processes to enhance support and quality of member contributions
  • Build relationships with community members at all levels
  • Proactively maintain client relationships and creatively re-engage members
  • Oversee the monitoring and moderation of multiple community forums
  • Assist members in finding answers and connect them with relevant experts or resources

Requirements

  • 5-7 yrs proven experience managing online communities and leading teams
  • Demonstrated ability to mentor, train, and guide direct reports
  • Experience defining and implementing operational processes and playbooks for community or client success teams
  • Excellent communication skills with clear, concise, and confident executive presence
  • Superior organizational skills; highly structured and able to prioritize effectively in a fast-paced environment
  • Demonstrated resourcefulness in researching, deducing, and finding potential resolutions
  • Proficiency in enterprise technology
  • Strong analytical skills with experience tracking and interpreting community engagement metrics
Benefits
  • Competitive salary
  • Generous paid time off policy
  • Charity match program
  • Medical, Dental & Vision Plans
  • Parental Leave
  • Employee Assistance Program (EAP)
  • 401K matching and more!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
community managementoperational processesplaybookscommunity engagement metricsanalytical skills
Soft Skills
mentoringtrainingguidingcommunicationorganizational skillsresourcefulnessrelationship building