Customer Success & Community Manager

Requirements

Customer Success & Community Manager

Key Responsibilities:

Customer Success:

• Serve as the main point of contact for a portfolio of customers, ensuring successful onboarding, adoption, and ongoing satisfaction.
• Drive value for clients by helping them achieve their goals through our product or service.
• Analyze customer usage patterns and proactively identify risks and opportunities.
• Develop success plans tailored to each customer segment.
• Conduct regular check-ins, QBRs (Quarterly Business Reviews), and feedback sessions to ensure alignment and satisfaction.
• Work closely with Product, Sales, and Support teams to resolve customer issues, escalate concerns, and improve overall user experience.
• Own KPIs related to customer health, retention, NPS, and upsell/cross-sell.
  

Community Management:

• Build and scale a vibrant and engaged customer community, including forums, events (online/offline), webinars, and discussion groups.
• Design and implement community programs that encourage peer-to-peer learning, product evangelism, and brand loyalty.
• Moderate conversations, respond to community questions, and ensure a safe, inclusive, and engaging environment.
• Identify and empower key advocates and influencers within the community.
• Gather community insights and sentiment to help guide product development and marketing initiatives.
• Partner with Marketing and Content teams to amplify community stories, testimonials, and case studies.
  

Required Skills & Qualifications:

• 4+ years of experience in customer success, community management, or related roles, preferably in SaaS or technology-driven companies.
• Excellent communication, interpersonal, and presentation skills.
• Proven ability to build long-term relationships with customers and influence without authority.
• Experience with CRM systems (e.g., Salesforce, HubSpot), customer success platforms (e.g., Gainsight, Totango), and community tools (e.g., Discourse, Slack, Discord).
• Strong problem-solving skills, with a customer-first mindset and a passion for helping others succeed.
• Ability to manage multiple projects, stakeholders, and priorities in a fast-paced environment.
• Analytical mindset with the ability to interpret data, track performance metrics, and make informed decisions.
  

Preferred Qualifications:

• Experience working with online communities, brand ambassador programs, or user groups.
• Familiarity with customer journey mapping and lifecycle marketing.
• Exposure to tools like Intercom, Zendesk, Notion, or similar.
• A background in product-led growth or customer education is a plus.