Customer Community Manager

About the role

PVcase is launching its first customer community to bring together solar professionals, share knowledge, and drive advocacy. As the Customer Community Manager you will design, launch, and grow this platform, working closely with Customer Success, Support, and Marketing.

Key responsibilities

• Lead the strategy, design, and launch of the community platform from scratch.
• Develop and execute an engagement plan to boost adoption, activity, and long‑term growth.
• Partner with Customer Success, Enablement, Support, and Marketing to align community goals with broader engagement initiatives.
• Curate, moderate, and manage daily interactions, ensuring relevance, accuracy, and consistent tone.
• Create and publish community‑focused content such as discussion prompts, customer stories, polls, and event highlights.
• Develop programs to recognize top contributors and customer advocates.
• Monitor community metrics (engagement, growth, deflection rate) and report on KPIs.
• Implement moderation policies and ensure compliance with brand and data‑governance standards.
• Manage integration with CRM, knowledge base, and marketing automation tools.
• Gather customer feedback trends and relay them to Product and CS leadership.

Required profile

• 3–5 years of experience in community management, customer marketing, or customer success, preferably in B2B SaaS.
• Proven track record launching or scaling an online customer or user community.
• Solar or engineering background preferred; startup/scale‑up experience a plus.
• Fluency in English; additional languages (German, Spanish, Italian) are a plus.
• Strong analytical mindset with ability to translate metrics into action.

Required skills

• Experience with community or engagement platforms such as Higher Logic, Gainsight, Khoros, Insided, or similar.
• Proficiency with CRM systems, especially Gainsight or Salesforce.
• Ability to implement moderation policies and manage platform integrations.