Program Manager, Customer & Community Engagement

What You’ll Do

• Program Strategy & Execution
• Own the strategy, design, and execution of community engagement programs across channels (webinars, events, forums, community blogs, and more)
• Build and scale structured programs, including:
• Super user program
• User-generated content campaigns
• Technical advocacy initiatives
• Learning & career development programs
• Design repeatable participation loops that drive ongoing engagement (not one-time events)
• Continuously evaluate and evolve program formats to maximize impact and scalability
• Events & Webinar Ownership (End-to-End)
• Own a scaled webinar and events program (content planning, speaker management, promotion, execution, and follow-up)
• Build a consistent event cadence aligned to community and business priorities
• Ensure events are integrated into broader community programs (not standalone moments)
• Engagement & Lifecycle Strategy
• Define what meaningful engagement looks like and how it supports business goals
• Identify and activate high-potential members and emerging community leaders
• Create pathways for members to deepen participation over time (attendee → contributor → advocate)
• Experiment with new approaches to engagement, including AI-enabled and scalable formats
• Translate community engagement into deeper learning opportunities by seamlessly connecting users to formal training and certification in Identity University
• Activation & Campaign Integration
• Design community-driven activations (challenges, discussions, campaigns) that support key initiatives
• Partner with marketing to align community programs with campaigns and product launches
• Ensure community is an active channel in broader go-to-market efforts
• Cross-functional Collaboration
• Engage with the Customer Success team to develop programs that support customer onboarding, adoption, retention, and advocacy goals
• Collaborate with Developer Relations to build a cohesive community experience and complementary engagement programs
• Work with Product Management to ensure user feedback informs decisions
• Collaborate with Marketing to ensure that community content and programs align with brand, messaging, and target audiences
• Build and deploy a cross-functional network of internal Subject Matter Experts and Technical Advocates, leveraging their expertise to champion programs and drive deeper community participation
• Measurement & Optimization
• Define and track KPIs for engagement programs, including:
• Activation rate
• Repeat participation
• Program engagement and contribution
• Analyze program performance and member behavior to identify what drives retention
• Make informed decisions on what to scale, iterate, or sunset

What Success Looks Like (First 6 Months)

• Multiple active programs driving repeat engagement, not just attendance
• A clear increase in returning and participating community members
• Events that consistently convert into ongoing community activity
• A defined and growing group of highly engaged “core” community members

What We’re Looking For

• 4+ years of experience in marketing, program management, or community management
• Proven track record of building programs from scratch and scaling them
• Strong understanding of engagement mechanics and user behavior
• Experience working cross-functionally in fast-paced environments
• Comfortable with ambiguity and motivated to shape and build a function
• Strong communication and organizational skills

Nice to Have

• Experience building or scaling a super user, advocacy, or user community program
• Background in B2B or SaaS environments
• Familiarity with AI-driven engagement tools or automation strategies

Benefits and Compensation

• Health and wellness coverage: Medical, dental, and vision insurance
• Disability coverage: Short-term and long-term disability
• Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)
• Additional life coverage options: Supplemental life insurance for employees, spouses, and children
• Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account
• Financial security: 401(k) Savings and Investment Plan with company matching
• Time off benefits: Flexible vacation policy
• Holidays: 8 paid holidays annually
• Sick leave
• Parental support: Paid parental leave
• Employee Assistance Program (EAP) and Care Counselors
• Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options
• Health Savings Account (HSA) with employer contribution

Benefits Overview

• Health and wellness coverage
• Disability coverage
• Life protection
• Additional life coverage options
• Flexible spending accounts
• Financial security: 401(k) Savings and Investment Plan with company matching
• Time off benefits
• Holidays
• Sick leave
• Parental support
• Employee Assistance Program (EAP) and Care Counselors
• Voluntary benefits
• Health Savings Account (HSA) with employer contribution