Customer Community & Advocacy Manager (F/M/D)

ALLPLAN; München; On-site; EUR 65,000 - 100,000; Full time

Job summary

ALLPLAN is seeking a strategic, hands-on Customer Community & Advocacy Manager to build a global customer community program that connects, educates, and empowers customers worldwide. This role requires cross-functional collaboration with Customer Success, Support, Marketing, Product and regional teams to drive adoption and advocacy.

Within Germany or remote Germany, you will launch and govern online community initiatives, develop governance, moderation, and engagement practices, and nurture

Qualifications

• BA/BS degree or relevant training.
• 5 years of experience in community management, customer success, or advocacy roles.
• Experience managing customer communities or advocacy programs in SaaS/B2B.
• Strong program management skills coordinating projects and stakeholders.
• Proficient in German and English (C1/C2).

Responsibilities

• Support and execute the global community strategy with cross-functional teams.
• Evaluate, implement and manage the online community platform.
• Launch, moderate and grow the community with high-quality member experience.
• Develop programs: user groups, virtual events, forums, ambassador activities.
• Identify questions and turn them into content and self-service resources.
• Establish governance and engagement guidelines for constructive interactions.
• Track engagement, content, advocacy activity, and support deflection.
• Capture insights and share themes with Product, Success, Support, and Marketing.
• Identify customer advocates for references, case studies, and events.
• Document processes and help scale the program.

Skills

German-English proficiency

Program management

Community management

Advocacy programs

SaaS/B2B experience

Education

BA/BS degree or relevant training

Job description

Customer Community & Advocacy Manager (F/M/D) - ALLPLAN Location: Germany, Munich (office or hybrid) or Remote Germany

Company Overview

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 civil 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.

Positions Overview

ALLPLAN is seeking a strategic, hands-on Customer Community & Advocacy Manager to help build and manage a global customer community program that connects, educates, and empowers customers worldwide. This role is ideal for someone who can combine strong program management, community engagement, customer advocacy, and cross-functional collaboration to turn a new community initiative into a valuable part of the customer experience.

The Customer Community & Advocacy Manager will support the launch of an online community platform, establish day-to-day community programs and engagement practices, and create opportunities for customers to learn from peers, share feedback, and become advocates for ALLPLAN.

Working closely with Customer Success, Support, Marketing, Product, and regional teams, this role will help improve adoption, strengthen peer-to-peer learning, reduce avoidable support friction, and elevate customer voices across the organization.

Within the first 12 months, this role will be expected to help define the community operating model, launch an initial community experience, establish governance and moderation practices, activate an initial group of customer champions, and develop reporting that shows early progress in engagement, content contribution, advocacy activity, and support deflection opportunities

TASKS

• Support and execute the global community strategy in alignment with Customer Success, Support, Product, Marketing, and regional business priorities.
• Help evaluate, implement, and manage the online community platform, ensuring it is easy to use, scalable, well-organized, and aligned to customer needs.
• Launch, moderate, and grow the community by driving customer participation, encouraging peer-to-peer discussion, and maintaining a high-quality member experience.
• Develop and manage community programs, including user groups, virtual events, customer forums, ambassador activities, customer-generated content, and peer-learning opportunities.
• Partner with Support, Customer Success, and Product teams to identify recurring customer questions and turn them into useful community content, knowledge-sharing resources, and self-service opportunities.
• Establish and maintain governance, moderation, and engagement guidelines to encourage productive, inclusive, and customer-focused interactions.
• Track and report on community performance metrics such as engagement, participation growth, content contribution, customer advocacy activity, self-service usage, and support deflection opportunities.
• Capture community insights and customer feedback, then share relevant themes with Product, Customer Success, Support, and Marketing stakeholders.
• Identify and nurture customer advocates who can participate in references, testimonials, case studies, events, advisory activities, and peer-to-peer learning.
• Contribute to the future community operating model by documenting processes, identifying resource needs, and helping define where additional support may be required as the program scales.

PROFESSIONAL REQUIREMENTS

• BA/BS degree or relevant training or education
• 5 years of experience in community management, customer success, customer marketing, customer advocacy, or customer engagement roles, including hands-on experience managing programs that support customer education, engagement, adoption, or advocacy.
• Required : Experience managing customer communities, advocacy programs, customer marketing programs, or customer engagement initiatives in a SaaS, technology, or B2B environment.
• Required : Strong program management skills with the ability to coordinate projects, stakeholders, timelines, content, and communications.
• Required : Understanding and hands-on experience of online community engagement, moderation practices, customer advocacy, and digital customer experience.
• Required : Strong written and verbal communication skills, including the ability to create clear customer-facing content and internal updates.
• Required : Collaborative working style with the ability to partner effectively with Customer Success, Support, Product, Marketing, and regional teams.
• Required : Data-driven mindset with experience tracking engagement, adoption, content performance, or customer program metrics.
• Required : Proficient (C1 or C2) in German and English.
• Preferred : Experience helping launch or significantly expand an online customer community.

Allplan is proud to be an equal opportunity workplace. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

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