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Job Description
The Senior Community Manager will build and lead a B2B customer community platform, developing engagement strategies, managing content, moderating discussions, and collaborating with cross-functional teams to enhance customer advocacy and gather actionable insights in a SaaS environment.
Key Responsibilities
- Develop and execute the community launch strategy, including defining mission, KPIs, information architecture, content areas, user groups, and recruitment plan
- Create and manage the community's editorial calendar, producing content and programs to drive engagement
- Act as the primary host and moderator of the community, stimulating conversations and maintaining a respectful environment
- Implement programs to encourage member engagement and recognize valuable contributions
- Build scalable processes to route customer questions to internal subject matter experts and ensure timely, accurate responses
- Own and analyze community metrics through dashboards, reporting on engagement, growth, and business impact
- Collaborate with cross-functional teams to align community initiatives with company goals
Requirements
- Minimum of 8 years of experience in online community management, preferably in a B2B SaaS or technology environment.
- Proven 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 community 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 across Support, Customer Education, Product, Partnerships, Marketing, and other departments to ensure timely, accurate answers.
- Proficiency in reporting and analytics, including owning a community dashboard and reporting on key metrics such as engagement rates, membership growth, content performance, case deflection, and impact on customer health.
- Ability to build a 12-month strategic community plan and execute it, including operational tasks such as moderation and onboarding.
- Comfort working with analytics tools, defining KPIs, and translating data into actionable insights and executive-level reports.
- Proven ability to build relationships and influence cross-functional teams including Product, Support, Marketing, and Customer Education to achieve shared goals.
Benefits & Perks
Competitive total compensation package including base salary, bonus, and equity (RSUs)
Employee-led remote and flexible working options
Health benefits
Opportunities for career development and advancement
Inclusive work environment with accommodations for persons with disabilities
Support for work location flexibility (remote, hybrid, or in-office)
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