Community Manager

Customer Success · Washington, District of Columbia
Department Customer Success
Employment Type Full-Time
Minimum Experience Mid-level

At ChurnZero, we are passionate about Customer Success, and our fast-growing company is looking for a community-focused leader to drive community engagement and scale our program. As part of the Customer Enablement Team, we submerge ourselves into customer Education, Community, Collaboration, and Advocacy. We believe in strengthening our customers' confidence by building their competence in CS (Customer Success) best practices and engaging with their peers around the globe. Our growing Community is full of curious and thought-leading members passionate about Customer Success. Our members discuss their professional challenges, learn from each other's successes, share valuable resources, and refine best practices to improve customer experiences and fight churn. 

About the Role: 

As Community Lead, you will be the focal point of fostering and strengthening the bond between our community members and ChurnZero. You will develop, implement, and promote content and engagement programs and be the ChurnZero Liaison to our Community Ambassador program. While primarily working independently, you will partner with Customer Enablement, Marketing, and cross-functionally to execute collaborative visions. This role will require a mix of driving engagement, content development, technical and business acumen, and defining strategy.  


What You'll Do (Responsibilities): 

Build and Execute Strategy: 

  • Work closely with department stakeholders to identify, develop, and (co)execute community-building programs, engagement strategies, and tactics.  
  • Develop, implement, and manage event programs, content calendars, and other community engagements to drive loyalty, engagement, and business goals.  
  • Assess input and activity through a strategic lens to proactively identify tactical opportunities and progress community success. 

Drive Engagement & Scale: 

  • Actively strengthen the engagement of our existing community members and prospects by interacting and identifying the community needs and bringing forward suggestions and plans for improvements to ensure positive outcomes.  
  • Collaborate with other stakeholders to plan and execute ways to recruit new members, leverage key motivators, and scale the ChurnZero Community.  

Liaison to Ambassador Program: 

  • You will customize, launch, and manage our Ambassador Program (consisting of customer volunteers) to boost the ChurnZero Community activity, engagement, and program advocacy.  
  • Identify, cultivate, and manage relationships with Ambassadors, superusers, and advocates. 

Provide Recognition: 

  • Create, launch, and manage a program to recognize top contributors and active members in the Community working closely with Customer Success and Marketing teams. 

Analyze and Iterate: 

  • Solicit, gather, evaluate, and implement user feedback to optimize the community experience. 
  • Establish KPIs, and prepare reports with qualitative and quantitative data, insights, and analytics to communicate trends, success, and the value of the Community to stakeholders. 


What we are looking for (Qualifications): 

  • You've built enthusiastic Customer Communities. You have at least two years of experience building, managing, and moderating a thriving Customer Community and can demonstrate your past success through key metrics.  
  • You communicate effectively. You are comfortable communicating with any leadership level and translating your ideas clearly and succinctly. You bring strong verbal, writing, and presentation skills adaptable to different audiences. 
  • You're an activator. You have built a vision for a community and translated it into action through organized and strategic milestones and meeting deadlines. You bring curiosity, critical thinking, and creativity and can work autonomously. 
  • You flourish at coordinating events. You have planned, organized, and led virtual and in-person events that strengthen the bond with community members and motivate them to continue engaging and sharing. 
  • You're analytical. You understand and have established key community metrics for your programs and initiatives that have demonstrated success. Your decisions and strategies are based on experience and data. 
  • You're outgoing and adaptable. You are comfortable working in a fast-paced and evolving environment with the ability to prioritize conflicting demands.  
  • You're an advocate. You lead through empathy and advocate for your customers and platform success. You've created inclusive and diverse communities that foster a sense of belonging.  


Nice to Have (Bonus Qualifications) 

  • Experience in Customer Success or SaaS industries 
  • Experience in Vanilla Community Platform a plus 
  • Experience in HTML/CSS or a willingness to learn 
  • Degree in Marketing, Communications, or Theater 

Thank You

Your application was submitted successfully.

  • Location
    Washington, District of Columbia
  • Department
    Customer Success
  • Employment Type
  • Minimum Experience