Customer Community Manager
Customer Community Manager
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Salary Not Disclosed
1 Vacancy
Job Description
Position Summary
We are seeking an experienced Customer Community Manager to launch and grow our customer community from the ground up. Youll create the vision build the platform and drive engagement through strategic communications to customers and the broader market.
Your primary goals will be to make the community an invaluable resource for customers integrate it seamlessly with our other customer platforms and foster peer-to-peer connections while driving product adoption customer retention and advocacy.
Reporting to the Director of Customer Success youll partner with Customer Success Product Marketing and IT teams to enhance customer experience and accelerate business growth through community-driven insights and engagement
Key Responsibilities
Community Strategy & Development
Develop and execute a comprehensive community strategy that aligns with business objectives and customer needs
Build the community platform from inception including design structure and governance models
Define and track success metrics including member growth engagement rates content contributions and support deflection
Create a roadmap for community evolution and scaling as our customer base grows
Member Engagement & Growth
Drive community member acquisition onboarding and ongoing engagement through targeted campaigns and programs
Build and optimize community content and creatively encourage members to create their own community content and to participate in community conversations and activities.
Actively communicate in social media channels to engage in topical conversations with customers and key industry influencers to promote the community to highlight happenings within the community and to encourage third-party coverage of community activities.
Develop and implement gamification strategies to encourage participation and recognize top contributors
Create and manage customer advocacy and champion programs
Respond to member inquiries and facilitate discussions within defined SLA
Content & Knowledge Management
Curate and create valuable content including best practices use cases and troubleshooting guides
Connect the community to other key marketing and customer content programs such as our educational webinars and our new product launch announcements creating synergies in both those programs and the community
Manage the content calendar and ensure fresh relevant information is consistently available
Cross-functional Collaboration
Serve as the voice of the customer sharing community insights with Product Sales and Support teams
Facilitate beta testing programs and gather product feedback from community members
Partner with Customer Success to identify at-risk accounts and expansion opportunities through community engagement
Collaborate with Marketing on community-driven campaigns and customer stories
Actively shape and encourage community participation among the insightsoftware team and keep the internal team informed on our community strategy
Platform & Analytics Management
Administer the community platform including user permissions security settings and technical configurations
Monitor community health metrics and provide regular reports to stakeholders
Implement automated workflows for member communications and engagement
Ensure platform compliance with data privacy regulations and company policies
Qualifications :
Experience
3-5 years of experience in community management preferably in B2B SaaS environment
Proven track record of building and scaling online communities from inception
Experience with enterprise software and understanding of B2B customer dynamics
Demonstrated success in launching community initiatives (forums ambassador programs event series)
Technical Skills
Proficiency with community platforms (Salesforce Community Cloud preferred)
Experience with social media management and monitoring tools
Strong analytical skills with experience in community analytics and reporting
Basic understanding of APIs and integrations
Familiarity with CRM systems (Salesforce preferred)
Core Competencies
Customer-Centric Mindset: Deep empathy for customer needs and ability to translate feedback into action
Communication Excellence: Outstanding written and verbal communication skills with ability to engage C-level executives
Strategic Thinking: Ability to develop long-term strategies while managing day-to-day operations
Collaboration: Proven ability to work cross-functionally and influence without authority
Problem-Solving: Creative approach to challenges with strong troubleshooting capabilities
Industry Knowledge: Understanding of B2B SaaS industry trends and customer success best practices
Education
Bachelors degree in Marketing Communications Business or related field
Equivalent professional experience will be considered
Preferred Qualifications
Experience with our specific industry/vertical
Community management certifications (e.g. CMGR CMX)
Experience with customer success platforms (Gainsight Totango ChurnZero)
Experience managing communities of 5000 members
Knowledge of SEO and content marketing best practices
Additional Information :
All your information will be kept confidential according to EEO guidelines.
We are an equal opportunity employer. All applicants will be considered for employment without attention to race color religion sex sexual orientation gender identity national origin veteran or disability status.
**At this time insightsoftware is not able to offer employment sponsorship**
#LI-Remote
** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **
Learn more about our high-energy high-performance global team. Work With Us
insightsoftware About Us: Hear From Our Team - InsightSoftware ()
Background checks are required for employment with insightsoftware where permitted by country state/province.
At insightsoftware we are committed to equal employment opportunity regardless of race color ethnicity ancestry religion national origin gender sex gender identity or expression sexual orientation age citizenship marital or parental status disability veteran status or other class protected by applicable law. We are proud to be an equal opportunity workplace.
Remote Work :
Yes
Employment Type
Remote
Company Industry
Key Skills
- English
- User Interface
- Communication
- Content Writing
- Online
- Internet
- Youtube
- Management skills
- Digital speech
- Speaking skills
- Analytics
- Writing Skills
