Customer Engagement Manager

Black Duck Software, Inc. helps organizations build secure, high-quality software, minimizing risks while maximizing speed and productivity. Black Duck, a recognized pioneer in application security, provides SAST, SCA, and DAST solutions that enable teams to quickly find and fix vulnerabilities and defects in proprietary code, open source components, and application behavior. With a combination of industry-leading tools, services, and expertise, only Black Duck helps organizations maximize security and quality in DevSecOps and throughout the software development life cycle.

We are seeking a passionate and strategic Customer Engagement Manager to drive increased engagement, success and adoption of the Black Duck community and products across global customer segments, with a strong emphasis on APAC and EMEA regions. This role will be instrumental in building and executing community strategies, managing support forums, coaching our CSMs and fostering a vibrant, inclusive, and localized experience for our users. 

Key Responsibilities

Community Strategy & Growth

• Develop and implement scalable community engagement strategies to increase adoption and participation in the Black Duck community.
• Evangelize the value of community engagement across internal teams and external stakeholders, especially in APAC and EMEA.
• Collaborate with product, marketing, and customer success teams to align community initiatives with business goals.

Team Management  

• Coaching and supporting a team of customer success experts by driving effective problem solving, overseeing issue escalation, and delivering clear, executive level reporting on team performance and key achievements.
• Communicate successes to leadership as well as detail challenges and an action plan of how to tackle them.  

Community Operations

• Manage and triage administrative community tickets, ensuring timely and effective resolution.
• Moderate B2B support forums to maintain a helpful, respectful, and solution-oriented environment.
• Partner with localization teams to ensure community content and experiences are culturally relevant and accessible across regions.

Advocacy & Evangelism

• Identify and nurture community champions and advocates.
• Represent the community at regional events, webinars, and online forums.

Qualifications

• 10+ years of experience in community management, customer engagement, or related roles.
• Has previously managed a team of individuals both in person and abroad.  
• Proven success in building and scaling community programs, preferably in B2B or technical environments.
• Experience moderating online forums and managing support workflows.
• Strong understanding of APAC and EMEA cultural nuances and business practices.
• Excellent communication and interpersonal skills.
• Experience with localization and multilingual community support is a strong plus.
• Familiarity with open source software and developer communities is a bonus.

Preferred Tools & Platforms

• Community platforms (e.g., Discourse, Khoros, Salesforce Communities)
• Analytics tools (e.g., Google Analytics, Power BI, Tableau)
• Ticketing systems (e.g., Jira, Zendesk)

Black Duck considers all applicants for employment without regard to race, color, religion, sex, gender preference, national origin, age, disability, or status as a Covered Veteran in accordance with federal law. In addition, Black Duck complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it maintains facilities. Black Duck also provides reasonable accommodation to individuals with a disability in accordance with applicable laws.