Senior Program Manager, Creator Community

About the opportunity

Contentfuls Learning Services team is launching a global Creator ecosystem that transforms how marketers designers content managers and developers learn how to build personalized digital experiences with Contentful. As ourSenior Program Manager Creator Community you will design and scale the foundational systems community structures credential offerings and recognition frameworks that empower practitioners to share their expertise and accelerate customer activation.

In this high-visibility role you will define the multi-year Creator strategy and shape digital community experiences while providing feedback loops that help to shape business strategies and product roadmaps. Youll partner across teams to ensure Creator contributions directly improve customer outcomes and advance Contentfuls industry leadership.

Youll own how we attract validate onboard develop and recognize Creators both internal and external. Youll pair strategic thinking with hands-on program execution building systems and community-driven learning experiences that scale globally.

This role reports directly to the Senior Director Learning Services. It is a distributedfriendly role within the U.S. with occasional travel for team meetings and customer/partner events. Preference will be given to candidates who live near one of our office hubs in Colorado New York City or San Francisco.

What to expect

Program strategy & roadmap

• Develop and own the multiyear Creator Program strategy and roadmap aligned to key business objectives such as activation expansion and advocacy.
• Define clear personas value propositions and participation paths for Creators (developers content professionals marketers and admins).
• Define and manage the strategic goals and requirements for becoming a Creator including related enablement courseware skill badges and certifications.

Creator program operations & communications

• Lead endtoend execution of our Learning Services: Creator Program. Own the roadmap deliverables and activation calendar (program launches campaigns community moments) and ensure a pipeline of Creator content and live learning experiences that meet our business goals and Learning Services guidelines.
• Work with our Learning Operations team members to design and manage onboarding communication enablement reporting and recognition systems for Creators including guidelines templates and processes that scale across target professions and regions.
• Partner across Customer Experience Partner Enablement Product and Marketing to map Creator journeysfrom discovery to activation to VIP advocateand ensure there are clear expectations up-to-date enablement and valuable recognitions.

Digital community & engagement

• Design and run digital community programs for both technical and non-technical users including marketers business users and developers (across forums Discord/Slackstyle spaces user groups Creator Labs hackathons etc.) that drive meaningful repeatable engagement.
• Collaborate with Marketing and Customer Advocacy to integrate recognition that encourages ongoing participation and contributions.
• Establish and maintain community guidelines moderation and escalation playbooks that foster trust inclusion and highquality discussion.

Customer activation & advocacy

• Partner with Customer Advocacy Marketing and teams across CX to identify top Creators for development as references speakers comarketers and mentors who influence pipeline expansion and brand trust.
• Integrate Creatorgenerated eLearning live training and micro-learning into campaigns lifecycle communications and inproduct experiences working closely with Product Marketing and Brand/Content Marketing.
• Contribute to our credentialing strategy and roadmap for driving engagement and advocacy with Creators with an eye toward both earning and sharing credentials.
• Collaborate across Contentful to activate certified trainers and badge earners as visible champions (e.g. community leaders mentors event speakers social proof).

Measurement & reporting

• Define and track Creator Program and community KPIs such as creator activation and retention community engagement and total contributions to our catalog of learning offerings as well as influenced advocacy metrics.
• Build and maintain reports and quarterly reviews that share Creator Community performance with CX Marketing Product and Field leadership.

Governance tools & operations

• Stand up a clear governance model for Creator community contributions (charters RACIs intake and approval flows editorial and brand standards) so that the learning experiences we deliver to our customers continue to be high quality timely and trusted.
• Develop systems that foster safe high-trust participationincluding moderation guidelines contributor pathways and risk management frameworks.
• Manage or influence program tools and vendor relationships across community platforms advocacy tools LMS/LXP and credential vendors in partnership with our Learning Operations Managers as well as other operations teams across Contentful.
• Document and continuously improveguidelines templates and operating rhythms so programs are repeatable and scalable beyond the core team.

What youll achieve in the first 6-12 months

• Define and launch the Creator Program MVP with a clear charter value proposition tiering and published standards; onboard and activate an initial cohort of highimpact Creators across key personas both internal and external to deliver both eLearning assets and live learning experiences.
• Stand up a foundational digital community experience (or significantly evolve our current one) that includes predictable programming with measurable engagement.
• Partner across CX and Marketing to increase the number of active advocates and Creators participating in references case studies events and comarketing and tie their activity to pipeline and NRR influence.
• Establish baseline metrics and dashboards for the Creator Program and for each community and publish a quarterly program review for the extended CX and Marketing leadership teams.
• Deliver a focused credential and recognition plan that uses certifications and skill badges as meaningful signals and rewards within Creator pathways optimized for both earning and social sharing.

What you need to be successful

• 6 years of endtoend program management experience in customer education creator/community programs customer advocacy developer relations or partner/ambassador programs in a B2B SaaS environment.
• Proven success designing launching and scaling creator or customer communities that deliver measurable outcomes (e.g. adoption retention expansion pipeline influence case deflection).
• Strong strategic and operational skillsyoure comfortable setting vision and goals building roadmaps running pilots and then systematizing what works into repeatable playbooks.
• A datadriven mindset with experience defining KPIs working with analytics teams or tools and using data to optimize engagement retention and business impact.
• Demonstrated ability to lead crossfunctional programsaligning executives and ICs across Marketing CX Product and Partners and keeping complex initiatives moving across regions and time zones.
• Experience with community creator or advocacy platforms (e.g. community platforms like Discord/Slack Reddit customer advocacy tools LMS/LXP or badge/certification providers).
• Excellent communication and storytelling skillsyou can articulate a clear program narrative write well for different audiences and make complex ideas simple and compelling.
• A genuine passion for creators learning and communityyou care about helping practitioners build skills and careers and about creating spaces where they can connect and shine.

• Experience with credentialing and skillsbased recognition (certifications skill badges governance vendor management).
• Ability to translate program and community insights into new learning experiences as well as data-driven recommendations for ongoing improvements to our customer experiences and product offerings

Bonus points for:

• Background in developer operations content management UX design or instructional design or working with technical and nontechnical audiences together.
• Familiarity withAIenabled tools for content learning moderation or personalization.

Whats in it for you

• Join an ambitious tech company reshaping the way people build digital experiences
• Full-time employees receive Stock Options for the opportunity to share in the success of our company
• Comprehensive healthcare package covering 100% of monthly health premiums for employees and 85% of costs for your dependents.
• Fertility and family building benefits including a lifetime reimbursable wallet to support your growing family.
• We value Work-Life balance and You Time! A generous amount of paid time off including vacation days sick days compassion days for loss education days and volunteer days
• Company paid parental leave to care for and focus on your growing family
• Use your personal annual education budget to improve your skills and grow in your career
• Enjoy a full range of virtual and in-person events including workshops guest speakers and fun team activities supporting learning and networking exchange beyond the usual work duties
• An annual wellbeing stipend to care for your physical financial or emotional health
• A monthly communication stipend and phone hardware upgrade reimbursement.
• New hire office equipment stipend for hybrid or distributed employees. Get the gear you need to work at your best.

California Salary Statement: The salary range displayed is specifically for those potential hires who will work or reside in the state of California if selected for the role. Any offered salary is determined based on internal equity internal salary ranges market data/ranges applicants skills and prior relevant experience certain degrees and certifications (e.g. JD/technology) for example.

California Salary: $157000- $213000

This position is eligible for equity awards in accordance with the terms of Contentfuls equity plans.

Who are we

Contentful is a leading digital experience platform that helps modern businesses meet the growing demand for engaging personalized content at scale. By blending composability with native AI capabilities Contentful enables dynamic personalization automated content delivery and real-time experimentation powering next-generation digital experiences across brands regions and channels for more than 4200 organizations worldwide. More than 700 people from more than 70 nations contribute their energy and creativity to Contentful working from hubs in Berlin Denver San Francisco London New York and distributed worldwide.

Everyone is welcome here!

Everyone is welcome here is a celebrated component of our culture. At Contentful we strive to create an inclusive environment that empowers our employees. We believe that our products and services benefit from our diverse backgrounds and experiences and we are proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race color national origin religion sexual orientation gender gender identity age physical disability or length of time spent unemployed. We invite you to apply and join us!

If you need reasonable accommodations at any point during the application or interview process please let your recruiting coordinator know.

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