What is the biggest mistake a new Head of Community can make?

The most common and damaging mistake is trying to implement the exact playbook from their last company without first understanding the unique context of the new organisation. Every company has a different culture, customer base, product maturity, and internal political landscape. A successful leader adapts their principles to the new environment, rather than blindly imposing old tactics. The first 90 days are for learning that context.

How do I handle a team or programme that is clearly underperforming?

Approach this diplomatically and with data. Use the 30-day audit phase to gather objective evidence of the underperformance—poor metrics, negative customer feedback, high cost with low return. In your 31-60 day strategy phase, present this data dispassionately to your manager. Frame the decision not as a failure, but as a strategic choice to reallocate precious resources to higher-impact initiatives outlined in your new roadmap.

How can I best connect with customers in my first 30 days?

Partner immediately with your Customer Success team. They are on the front lines and have the strongest relationships. Ask CSMs to identify a representative mix of customers for you to interview: a few happy advocates, a few quiet-but-stable users, and even one or two who are at-risk or have been critical. This provides a much more realistic and valuable view of the customer experience than only speaking to your biggest fans.

The First 90 Days as a Head of Community or Customer Marketing

You got the job. Now what? A strategic 30-60-90 day plan for new B2B community and customer marketing leaders to make an immediate and lasting impact.

Published: 1 June 2026
Topics: 90 day plan, customer marketing, b2b community, leadership, strategy

A successful first 90 days for a new Head of Community or Customer Marketing centres on a phased approach: listening and auditing in the first 30 days, synthesising and strategising in the next 30, and building and executing a public roadmap in the final 30. This framework prioritises deep understanding before action, building credibility and ensuring long-term strategic alignment with the business.

You landed the job. Congratulations. The pressure is on to prove they made the right hire. But the biggest mistake you can make is rushing to 'make your mark'. Your first three months are not about flashy launches. They are about building a foundation for sustainable impact.

By Francisco Opazo · Reviewed by the Led by Community editorial team

What is a 90-day plan for a Head of Community?

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