Responsibilities

• Act as the primary day-to-day community point of contact for Product, Support, Customer Success, Marketing, and Sales
• Translate business goals and briefs from the Senior Manager into concrete community programs and execution plans
• Own and evolve the THWACK MVP program – recruitment, selection criteria, recognition framework, communications, and ongoing engagement
• Partner with the Senior Manager to build the calendar and content across programs and ensure execution across the team
• Lead planning and execution for user groups, community-led events, and webinars, aligning to product and marketing priorities
• Coordinate with Events, Product Marketing, and Advocacy teams on how to incorporate the community into broader company-wide efforts and flagship events. larger community moments
• Ensure community programming is tightly integrated with product launches, roadmap milestones, and key brand moments
• Partner with Social teams to drive community membership growth, awareness, and participation across channels
• Execute campaigns that tie community activity to marketing and demand-gen initiatives (product launches, thought leadership, advocacy stories)
• Ensure consistent messaging and positioning of THWACK across SolarWinds digital properties
• Provide day-to-day guidance, prioritization, and informal mentorship to Community Specialists and other support roles on the team
• Support the Senior Manager in maintaining community operations, policies, and governance, ensuring a safe, inclusive, and brand-aligned environment
• Partner with IT and Operations to propose and test improvements to community tools, integrations, and workflows
• Execute against KPI frameworks and reporting rhythms defined by the Senior Manager, providing regular insights and recommendations
• Use analytics tools to understand program ROI an recommend optimizations

Requirements

• 5–7 years of experience in community management, customer advocacy, customer marketing, or related roles, ideally in B2B SaaS or enterprise tech
• Proven experience owning major community or advocacy programs (MVP/advocate programs, user groups, events, rewards, or similar)
• Strong cross-functional leadership skills; able to partner effectively with Product, Marketing, Support, and Customer Success
• Demonstrated ability to design and deliver engagement programs that drive measurable outcomes
• Comfortable using enterprise community platforms (e.g., Higher Logic, Khoros, Vanilla, etc.) and analytics tools
• Familiarity with Salesforce, Gainsight, ChampionHQ, or similar systems is a plus
• Excellent communication, storytelling, and relationship-building skills
• Able to work hybrid from our Austin, TX office