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.

What You Will Do:

• 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.

What You Will Need:

• 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.

What It Takes to Get Things Done:

• 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 manner.
• Independent, curious, and action-oriented.
• Comfortable synthesizing qualitative and quantitative input into strategies and clearly explaining how success is measured.
• Effective interpersonal skills for working across a matrixed organization.
• Maturity to manage workload, meet deadlines, and guide team members.
• Multitasking skills and ability to work across time zones.
• Adaptability to a rapidly changing workplace, with the ability to pivot and coach others through change.

What you will get:

• Competitive salary, generous paid time off policy, charity match program, Medical, Dental & Vision Plans, Parental Leave, Employee Assistance Program (EAP), 401K matching and more!
• Collaborative, team-oriented culture that embraces diversity
• Professional development and unlimited growth opportunities

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Who are we?

At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world.

Our mission relies on expert analysis and bold ideas to deliver actionable, objective business and technology insights, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we've grown to 21,000 associates globally who support ~14,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That's why we hire associates with the intellectual curiosity, energy and drive to want to make a difference. The bar is unapologetically high. So is the impact you can have here.

What makes Gartner a great place to work?

Our vast, virtually untapped market potential offers limitless opportunities - opportunities that may not even exist right now - for you to grow professionally and flourish personally. How far you go is driven by your passion and performance.

We hire remarkable people who collaborate and win as a team. Together, our singular, unifying goal is to deliver results for our clients.

Our teams are inclusive and composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations.

We invest in great leaders who bring out the best in you and the company, enabling us to multiply our impact and results. This is why, year after year, we are recognized worldwide as a great place to work.

What do we offer?

Gartner offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers.

In our hybrid work environment, we provide the flexibility and support for you to thrive - working virtually when it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring.

Ready to grow your career with Gartner? Join us.

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