Job Description
The Senior Community Manager will build and lead a B2B customer community for Samsara, creating engagement strategies, managing content, moderating interactions, and collaborating with cross-functional teams to enhance customer advocacy and gather actionable insights.
Key Responsibilities
- Architect and launch the community strategy, including defining mission, KPIs, information architecture, content areas, user groups, and recruitment plan
- Develop and manage the community's editorial calendar, creating content and programs to drive engagement
- Act as the primary host and moderator of the community, stimulating conversations and ensuring a respectful environment
- Implement programs to encourage member engagement and recognize valuable contributions
- Build scalable processes to route questions to internal subject matter experts and ensure timely, accurate responses
- Own and report on community metrics, analyzing data to measure growth, engagement, and impact
- Collaborate with cross-functional teams to align community initiatives with company goals
Requirements
- 8 years of experience in online community management, preferably in a B2B SaaS or technology environment.
- Proven 0-to-1 experience in successfully launching and scaling at least one online community from the ground up.
- Expertise in digital engagement and a demonstrated ability to turn customer conversations into actionable, internal insights.
- Proven experience in architecting and launching an end-to-end community strategy, including defining the mission, KPIs, information architecture, and recruitment plan.
- Demonstrated ability to develop and manage a community editorial calendar, creating foundational content, discussion prompts, and special programs like AMAs to drive engagement.
- Experience in daily community management and moderation, acting as the primary host, stimulating conversations, and ensuring a respectful environment.
- Ability to build scalable processes for routing questions to internal subject matter experts (SMEs) with cross-functional partners to ensure timely, accurate answers.
- Proficiency in reporting and analytics, including owning a community dashboard and reporting on key metrics such as engagement rates, growth, and business impact (e.g., case deflection).
- Ability to build a 12-month strategic plan and execute it, including jumping into the weeds to moderate difficult conversations or onboard new members.
- Comfortable working with analytics tools, defining KPIs, and translating data into actionable insights and executive-level reports.
- Proven ability to build relationships and influence across departments such as Product, Support, Marketing, and Customer Education to achieve shared goals.
Benefits & Perks
Competitive total compensation package including base salary, bonus, and equity (RSUs)
Remote and flexible working options
Health benefits
Opportunities for career development and advancement
Inclusive work environment with accommodations for disabilities
Support for work-life balance through flexible working arrangements
Ready to Apply?
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