About the Opportunity

We are seeking an exceptional Community Manager to build, strengthen, and scale a community ecosystem around a growing portfolio of digital products, technology experiences, and customer initiatives.

This is not a traditional social-media posting role.

Community has become one of the most valuable connections between modern organizations and the people who use, recommend, discuss, challenge, and ultimately shape their products. Our goal is to create an environment where customers, professionals, creators, advocates, partners, and emerging users can develop meaningful relationships with both the organization and one another.

The Community Manager will own the programs, conversations, experiences, and operating mechanisms that make that possible.

You will help determine who our most important community audiences are, what motivates them to participate, which programs create lasting engagement, how advocates should be developed, where community conversations should happen, and how insights from those conversations should influence broader business decisions.

The community environment may span owned digital communities, professional networks, social platforms, online forums, customer groups, ambassador programs, creator relationships, webinars, virtual experiences, industry events, product-feedback programs, and other emerging channels.

You will work closely with Brand, Product Marketing, Product, Customer Success, Communications, Social, Events, Partnerships, Support, Data, and executive stakeholders to ensure community is integrated into the broader customer and brand experience.

A major part of the role will involve turning participation into intelligence.

Community members often identify changing customer needs, emerging product use cases, friction points, competitive concerns, cultural shifts, and market opportunities before they become obvious through traditional reporting. The Community Manager will develop systems for identifying these signals and communicating them to the teams that can act on them.

You will also build scalable operating practices around moderation, community health, ambassador relationships, events, measurement, escalation, and content programming.

We are particularly interested in someone who understands the difference between audience and community.

An audience consumes.

A community participates, contributes, connects, teaches, advocates, and develops a sense of shared ownership.

Your mandate will be to create more of the latter.

Essential Duties and Responsibilities

01 | Community Ecosystem Strategy

Develop and execute a comprehensive community strategy aligned with brand, product, customer, and growth priorities.
Define priority community segments and engagement models.
Establish annual and quarterly community objectives.
Determine the appropriate mix of owned and third-party community channels.
Develop programs for different stages of the community lifecycle.
Identify opportunities to deepen member participation.
Establish clear community value propositions.
Continuously evolve strategy based on member behavior and business priorities.

02 | Community Experience & Engagement

Design experiences that encourage meaningful member-to-member and brand-to-member interaction.
Develop recurring engagement programs and conversation formats.
Create opportunities for members to contribute expertise and ideas.
Recognize valuable community participation.
Develop onboarding experiences for new members.
Identify inactive or underserved community segments.
Improve engagement quality rather than optimizing solely for activity volume.
Maintain a recognizable and consistent community experience.

03 | Ambassador, Advocate & Champion Programs

Identify highly engaged customers, users, professionals, and community leaders.
Develop structured ambassador and advocacy programs.
Create recognition and participation frameworks.
Build long-term relationships with influential community members.
Develop opportunities for advocates to participate in events, content, education, product feedback, and peer support.
Establish appropriate program governance.
Measure ambassador contribution and program health.

04 | Creator & Influencer Community

Develop relationships with creators and subject-matter experts relevant to the brand and community.
Identify authentic collaboration opportunities.
Partner with Marketing and Communications on creator initiatives.
Coordinate educational, thought-leadership, and community-driven content.
Evaluate creator partnerships based on relevance and credibility rather than reach alone.
Help build long-term creator relationships where appropriate.

05 | Community Content & Programming

Develop editorial and programming calendars.
Create discussion themes, member spotlights, educational programs, AMAs, challenges, newsletters, and community updates.
Partner with subject-matter experts on valuable community content.
Adapt programming to different community segments.
Identify opportunities for member-generated content.
Ensure programming reflects current customer interests and market conversations.
Maintain appropriate brand voice without making community interaction feel overly corporate.

06 | Events & Community Experiences

Develop virtual and in-person community experiences.
Support meetups, webinars, workshops, roundtables, conferences, and customer events.
Identify opportunities for members to connect directly with product experts and organizational leaders.
Develop event programming based on community interests.
Coordinate speakers, moderators, advocates, and partners.
Measure participation and post-event engagement.
Convert one-time events into ongoing community relationships.

07 | Social Listening & Community Intelligence

Monitor conversations across relevant digital channels.
Identify emerging themes, customer questions, sentiment changes, and industry conversations.
Detect early signals of customer friction.
Track community discussion around product releases and organizational announcements.
Identify competitive and market intelligence.
Develop structured feedback loops with Product, Marketing, Customer Success, and Communications.
Provide leadership with concise summaries of meaningful community trends.

08 | Voice of the Customer

Establish processes for collecting qualitative community feedback.
Identify recurring product and customer-experience themes.
Distinguish isolated feedback from broader patterns.
Partner with Product teams on structured feedback programs.
Coordinate beta communities and early-access groups where appropriate.
Close feedback loops by communicating meaningful product or program developments back to members.
Ensure community members understand when their participation has influenced decisions.

09 | Community Analytics & Measurement

Establish a measurement framework that moves beyond follower counts.

Monitor indicators such as:

Active community members
Member retention
Contribution rate
Engagement depth
Response rate
Community growth
Event participation
Repeat participation
Ambassador activity
Member-generated content
Referral activity
Sentiment
Product feedback
Community-influenced adoption
Advocacy and customer stories

Develop dashboards and regular reporting that connect community activity with meaningful business outcomes.

10 | Community Health, Moderation & Trust

Establish clear community guidelines.
Develop scalable moderation processes.
Create escalation procedures for sensitive situations.
Address harmful, inappropriate, or disruptive behavior consistently.
Maintain respectful and inclusive community environments.
Partner with Communications, Legal, Security, or Support when issues require specialized escalation.
Protect member trust while maintaining organizational standards.

11 | Reputation & Crisis Response

Identify emerging community issues before they escalate.
Monitor significant changes in sentiment.
Coordinate with Communications and leadership during sensitive situations.
Develop appropriate response strategies.
Maintain accurate and empathetic communication.
Separate genuine customer concerns from coordinated disruption or misinformation.
Document lessons following significant community incidents.

12 | AI-Enabled Community Operations

Explore responsible applications of AI to improve community operations.
Use approved AI tools for conversation analysis, topic clustering, content assistance, and community intelligence.
Develop scalable methods for identifying recurring questions.
Improve moderation workflows while retaining appropriate human judgment.
Explore intelligent member segmentation and content recommendations.
Maintain privacy, security, and brand-governance requirements.
Ensure automation supports authentic human interaction rather than replacing it.

Job Qualifications and Requirements

6+ years of progressive experience in community management, customer advocacy, brand community, developer/community relations, customer marketing, social strategy, or related functions.
Demonstrated experience building or scaling an active digital community.
Experience developing community programs beyond social publishing.
Strong understanding of community engagement and lifecycle strategy.
Experience managing ambassador, advocacy, creator, or champion programs.
Experience developing online and offline community programming.
Strong understanding of social listening and sentiment analysis.
Experience translating qualitative community feedback into business insights.
Strong analytical capabilities and comfort working with community metrics.
Experience working cross-functionally with Product, Marketing, Communications, Customer Success, and Support.
Strong writing, editorial, and verbal communication skills.
Experience handling sensitive community situations professionally.
Strong understanding of major digital and community platforms.

Particularly Valuable Experience

Experience with environments or platforms such as:

Slack
Discord
Reddit
LinkedIn
YouTube
Circle
Discourse
Khoros
Higher Logic
Salesforce
HubSpot
Sprinklr
Hootsuite
Brandwatch
Common Room
Community analytics platforms
AI-assisted community tools

Experience within SaaS, AI, consumer technology, digital platforms, developer ecosystems, FinTech, gaming, creator platforms, or high-growth technology organizations is particularly valuable.

Personal Capabilities and Qualifications

Community Instinct

You understand what makes people voluntarily return to a community even when there is nothing being sold to them.

Exceptional Communication

You can move naturally between a casual member conversation, executive briefing, community announcement, and sensitive escalation.

Empathy With Judgment

You listen carefully without assuming every request represents the needs of the entire community.

Cultural Awareness

You understand how language, humor, trends, and expectations differ across digital communities.

Analytical Curiosity

You want to understand not only what members are saying but what their behavior indicates.

Editorial Judgment

You know when the organization should lead a conversation, participate in one, or simply listen.

Relationship Building

You can develop genuine long-term relationships with advocates, creators, customers, and community leaders.

Calm Under Pressure

You can manage criticism or rapidly developing community situations without becoming reactive.

Operational Discipline

You can turn creative community ideas into repeatable programs with owners, calendars, budgets, measurements, and outcomes.

Strategic Support

Community intelligence will contribute to broader organizational decisions.

The Community Manager may support:

Brand strategy
Product launches
Customer advocacy
Product development
Voice-of-customer programs
Customer retention
Creator partnerships
Market intelligence
Social strategy
Customer education
Events strategy
Content development
Reputation management
AI product adoption
New-market development
Customer storytelling
Executive thought leadership

The role will serve as an important bridge between what the organization wants to communicate and what customers are actually discussing.

Working Conditions

Remote or flexible working arrangements may be available depending on organizational requirements.
Regular interaction with community members across multiple digital platforms.
Collaboration may involve teams and members across multiple geographic regions and time zones.
Periodic evening or weekend participation may be necessary for significant community events or time-sensitive situations.
Domestic travel may occasionally be required for conferences, customer events, community meetups, or creator programs.
The role requires appropriate handling of confidential customer, product, community, and business information.
Community issues may occasionally develop quickly and require sound independent judgment.

Job Function

Primary Function: Community Strategy & Customer Engagement

Community Scope: Digital + Customer + Advocacy + Brand

Core Areas:

Compensation & Benefits

The anticipated compensation range for this position is:

$155,000 – $216,000 annually

Final compensation will consider community leadership experience, scale and complexity of previously managed communities, technology-industry expertise, strategic-program ownership, analytical capabilities, geographic considerations, and overall qualifications.

The broader total rewards package may include:

Annual performance incentives
Equity or long-term incentives where applicable
Comprehensive medical, dental, and vision coverage
Retirement savings with employer contributions
Generous paid time off and company holidays
Remote and flexible work arrangements
Professional development opportunities
Conference and community-event participation
Technology and home-office resources
Travel support where applicable
Wellness and family-support programs

Why Join Us

A strong community can do things that traditional marketing cannot.

It can create trust before a customer speaks with Sales.

It can surface product problems before they become visible in quarterly reporting.

It can turn experienced customers into teachers.

It can create advocates who explain the value of a product more credibly than the company ever could.

And it can give an organization a continuous, unfiltered understanding of the people it exists to serve.

That is why this role has meaningful strategic scope.

You will not simply be asked to keep channels active.

You will have the opportunity to shape how the organization builds relationships at scale, how community intelligence reaches Product and leadership, how advocates are developed, how members connect with one another, and how emerging technologies such as AI can improve community operations without sacrificing authenticity.

Your impact will connect:

People → Participation → Belonging → Insight → Advocacy → Business Impact

For a community professional who wants to build something deeper than followers, impressions, and posting calendars, this opportunity provides the platform to create an ecosystem people genuinely choose to be part of.

Community Manager