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Customer Community Manager

Vancouver, British Columbia
Our client is revolutionizing the way people learn online by giving them the tools they need to turn their expertise into a sustainable business that impacts both them and their audience.

Their Vancouver, Canada team is growing and looking to add a Customer Community Manager to build, oversee and grow the successful customer community. Additionally, you’ll work cross functionally with a variety of teams to add value to a community where customers and partners can connect, collaborate, have access to resources, and share successes. 

Customer Community Manager
Vancouver, Canada
Full-time

What you’ll be doing: 
  • Developing a strategy for the launch and growth of a user and partner community that is aimed at increasing new user acquisition, activation, customer retention, and satisfaction
  • Researching, choosing, and implementing a community tool for the company to use
  • Determining how the current Facebook customer community will factor into a broader customer community strategy
  • Overseeing the customer community once it is launched, and scaling moderation efforts as necessary (hiring, outsourcing, working with the support team, etc.)
  • Working with the Partnerships team to factor in how the company’s agency and freelancer partners can contribute to and grow the customer community in a sustainable way
  • Collaborating with the Product Management team to funnel customer feedback in the community to the product planning and development workflows
  • Working with the Customer Success and Marketing teams to support campaigns, promotions, and product releases in the customer community
  • Working with the Customer Support team to develop the community as a resource that helps scale the support efforts
  • Creating and executing a content calendar to increase customer community engagement
  • Reporting on the customer community to other stakeholders of the business in a way that clearly links community with business value and growth
What you bring: 
  • 3+ years experience in customer community manager role in a SaaS environment
  • Experience moderating and growing a Facebook community and/or an app/theme/agency partner community
  • A solid focus in community impact on business value metrics (like customer activation, retention, and satisfaction)
  • Experience in creating text, image and video content content for customer communities
  • A background in email marketing or social media marketing, a plus
Sounds like you & piqued your interest?  Great - apply now!

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