Senior Community Manager (Remote, Education Technology)

Job summary

The role involves building and scaling a customer community to enhance customer experience and drive retention and growth. The Senior Community Manager will design community strategies, manage daily operations, and create engaging content to support customer onboarding and learning.

Qualifications

• 4–7+ years of experience in building or scaling customer communities in SaaS, EdTech, or complex B2B environments.
• Proven ability to connect community initiatives with customer and business outcomes.
• Strong collaboration skills with experience across Customer Success, Product, Marketing, and Leadership.
• Comfortable in dynamic environments with diverse audiences.

Responsibilities

• Develop and implement the customer community strategy and operating model.
• Create a scalable content engine to transform customer interactions into impactful educational content.
• Manage community operations, ensuring high engagement and quality member experiences.
• Organize community experiences tailored to various customer segments.
• Collaborate across teams to gather customer insights and feedback.
• Identify and nurture community champions and advocates.
• Measure the impact of community initiatives on customer health and product adoption.

Skills

• Familiarity with community engagement tools (e.g., Circles, Discord, Slack).
• Strong storytelling skills with experience in producing customer-led content.
• Comfortable facilitating live webinars and community events.
• Hands-on content creation abilities with a focus on engaging assets.
• Curiosity about AI tools for community engagement and insights.

Education

• Relevant experience in community management or a related field is preferred.

Tools

• Experience with community management platforms and content creation tools is beneficial.