Responsibilities

• Customer Programs
• Define and drive customer marketing programs to drive upsell and growth of the install base.  This includes existing programs (email/in-app/AI Assistants) as well as bringing new programs into the mix.
• Define and drive product adoption programs to drive awareness, usage, and feedback of new/critical features.
• Run the community and build added value by connecting and building a thriving customer community, including running user groups.
• Develop 1:1 relationships with top customers to build a queue of engaged customers who are willing to share their story.  Run a customer success program that can efficiently capture, produce, and promote customer stories at scale.  
• Enhance and run the brand-building onboarding experience for new customers.
• Create forums for customers to share feedback/improvements and drive feedback back into the business.
• Write compelling copy to effectively communicate product features and releases, operational announcements, surveys, and educational content to our customer base.
• Measure the success of each program and campaign by analyzing and reporting on results.
• Design and drive customer review program to monitor overall satisfaction and drive feedback on specific features. 
• Manage our customer newsletter series, working with a variety of audiences to ensure compelling and fresh content. 
• Collaborate with our Learning & Development Specialists to ensure cohesion between our educational content and customer marketing strategy.
• Community
• Support the community by facilitating discussions, connecting with community members, providing resources and best practices, and representing the voice of the customer.
• Work cross-functionally with Customer Success, Product, and Marketing teams to drive community growth and engagement, form connections, cultivate influencers and advocates, and make decisions. 
• Coordinate with internal teams to engage in community discussions, respond quickly to questions and comments, address feedback, and provide support.
• Develop and maintain an editorial calendar and collaborate with Marketing to schedule and distribute content in the community.
• Moderate the online community, enforce community guidelines, and promote positive interactions between community members.
• Generate monthly reports on community activity and present insights to business leaders to inform future strategic and creative direction.  
• Provide systems administration for the online community platform, including configuring community settings, managing posts, and applying user segments to control access to community content.

Qualifications

• Bachelor’s degree in communications, marketing, business or equivalent experience.
• 5+ years of experience in Customer Success, Product, Marketing, or Sales (B2B SaaS experience is required).
• Excellent verbal & written communication skills are required - must have experience writing engaging copy and possess exceptional editing and proofreading skills.
• Firm understanding of marketing strategies and channel best practices - experience creating marketing campaigns is required. Marketo and Gainsight experience desired.
• Strong analytical skills, with the ability to interpret data and metrics to optimize strategies and improve customer engagement.
• Strong knowledge of online community platforms, trends, and strategies to scale and grow communities. Zendesk or Salesforce Community experience preferred
• Ability to independently resolve escalated problems and exercise judgment in making business decisions.
• Demonstrated experience in enhancing customer journeys using digital touchpoints and personalized outreach strategies.
• Lead cross-functional teams to deliver the desired outcome and result, managing conflicting priorities and interdependencies.
• High level of comfort building personal relationships with marquis customers.  Requires ability to analyze data, identify trends, and proactively recommend solutions.
• Expected to act independently and be comfortable making risk decisions to solve problems and/or meet departmental objectives.
• Outstanding attention to detail and drive for consistency.