Community Portal Manager

About Us

At Fenergo, we’re not just building software - we’re transforming how the world’s leading financial institutions fight financial crime. Headquartered in Dublin and trusted by over 100 of the world’s top financial institutions, we’re on a mission to change the game.

We’re more than a global leader in AI-powered client lifecycle management - we’re reimagining how financial institutions tackle compliance. From Know Your Customer (KYC) and Anti-Money Laundering (AML) to rapidly evolving regulations, we turn complexity into clarity. Our FinCrime Operating System, powered by agentic AI and intelligent automation, helps financial institutions move faster, act smarter, and stay safer across 120+ countries.

But we don’t stop there.

At Fenergo, we believe in a world where financial institutions aren’t just compliant - they’re confident. Where technology doesn’t just meet regulations - it stays ahead of them. Our mission is to empower financial institutions to stop financial crime and create a safer world.

Every product we build, every innovation we deliver, and every partnership we forge is shaped by that belief. We’re tackling some of the toughest challenges in financial technology. From speeding up onboarding to uncovering hidden risks, our work empowers banks to serve their customers with speed, integrity, and peace of mind.

Join us, and be part of a team that’s building smart solutions, solving real problems, and shaping the future - together.

About The Role

Fenergo is seeking a strategic and autonomous Community Portal Manager to lead the planning, rollout, and continuous evolution of our client-facing Community Portal. This is a newly created role at the intersection of customer experience, product enablement, and digital support, with ownership of both day-to-day operations and long-term success.

This is a mid-level management position suited to someone who thrives in cross-functional environments, is comfortable working with autonomy, and can deliver both strategic value and day-to-day execution.

Key Responsibilities

• Own and strategically drive the community platform and its performance, with accountability for user growth, engagement, traffic, and client success KPIs.
• Lead the design, development, and execution of portal programs that enhance client self-service and engagement — including onboarding, webinars, gamification, and targeted campaigns that drive sustained usage.
• Oversee daily operations of the community, including user administration, moderation, and governance of content quality, while identifying and implementing platform enhancements that improve scalability and user experience.
• Define and deliver a strategic content roadmap in collaboration with Product, Support, Enablement, and Marketing teams to ensure accuracy, discoverability, and alignment with business priorities.
• Create, curate, and optimize content — including discussion prompts, FAQs, best practices, and knowledge articles — to drive client education, enablement, and engagement.
• Leverage analytics and insights from user behaviour, search trends, and content performance to inform continuous improvement and demonstrate measurable community impact.
• Integrate community initiatives with product launches, marketing campaigns, and client success programs, ensuring the portal is a key strategic channel for engagement and communication.
• Champion knowledge management excellence, embedding scalable content strategies and feedback loops between community, support, and product teams.
• Represent the voice of the customer, relaying actionable feedback, recurring pain points, and enhancement opportunities to internal stakeholders.
• Ensure service excellence and responsiveness across all community interactions, maintaining high standards for value delivery and client satisfaction.

What Success Looks Like

• A strategic, data-informed community ecosystem that strengthens client enablement and reduces inbound support demand.
• High adoption and engagement across content, tools, and features among Fenergo’s client base.
• Demonstrable improvement in client experience and measurable reduction in reliance on traditional support channels.
• Robust analytics and reporting that inform decision-making and continuous optimization.
• Strong cross-functional alignment and recognition of the community as a key client success and knowledge management asset.

Requirements:
Key Qualifications & Skills

• 6–8 years of experience in community management, client enablement, or digital customer experience, ideally within B2B SaaS or enterprise software.
• Proven ability to strategically lead and scale a digital client or community portal, from design and implementation to ongoing optimization.
• Demonstrated knowledge management expertise, with experience developing and maintaining structured, client-facing content ecosystems.
• Strong stakeholder management and cross-functional collaboration skills, with experience influencing senior teams and driving alignment across departments.
• Excellent communication, storytelling, and content strategy capabilities.
• Analytical mindset, confident using data and insights to drive engagement and demonstrate ROI.
• Hands-on experience managing or building community or client portals, including platform configuration, content governance, and user engagement.
• Familiarity with support, CRM, and digital success tools (e.g., Salesforce, Gainsight, knowledge base systems).
• Comfortable working autonomously, driving strategy, and delivering in a fast-paced, evolving environment.
• Experience in regulated or enterprise software industries is advantageous.

Nice to Have

• Proven experience using Gainsight or similar customer success platforms to inform community strategy, measure engagement, and optimize client lifecycle management.

If you’re excited about this role but don’t meet every requirement, we still encourage you to apply. We value people who are eager to learn and grow.

Our Promise To You

We are striving to become global leaders across all of the categories we operate in and as part of that we are a high-performing highly collaborative team that works cross functionally to accommodate our clients’ needs.

What We Value Is At The CORE Of How We Succeed

• Collaboration: Working together to achieve our best
• Outcomes: Drive Success in every engagement
• Respect: A collective feeling of inclusion and belonging
• Excellence: Continuously raising the bar

Benefits:
What’s In It For You?

• Healthcare cover
• Pension
• Employee Assistance Programme  
• Opportunity to earn an annual company bonus  
• 23 days annual leave
• 3 company closure days 
• Extensive training programs, classroom and online, through ‘Fenergo University’ 
• Other competitive company benefits, such as flexible working hours, work from home policy, sports and social committee and much more 
• Buddy system for all new starters 
• Opportunity to work on a cutting-edge Fintech Product, using the latest of tools and technologies. 
• Defined training and role tracking to allow you see and assess your own career development and progress.  
• Work From Home set-up allowance  

Diversity, Equality, and Inclusivity

Fenergo is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace, where all employees are valued, respected, and can reach their full potential. We do not discriminate based on race, colour, religion, sex, national origin, age, disability, or any other characteristic protected by applicable law. Our hiring decisions are based solely on qualifications, merit, and business needs. We believe that a diverse workforce enriches our company culture, fosters innovation, and contributes to our overall success. We strive to provide a fair and supportive environment for all employees, promoting equal opportunities for career development and advancement. We encourage all qualified individuals to apply for employment opportunities and join our team in contributing to a collaborative and inclusive work environment.