What you’ll do

• Build, own and maintain an engaged online community to meet the needs of customers.
• Develop and drive a strategy to build a world-class community program in partnership with Customer Experience team
• Plan and host in-person and virtual community events in collaboration with marketing and CX team
• Moderate and encourage participation with customers to elicit peer-support, inspiring stories, helpful advocates and thoughtful suggestions to others within the community.
• Cooperate with product, support and CS teams to help find answers, escalate issues and share clear resolutions and updates.
• Create and execute campaigns to drive interest, engagement, visitation and belonging within the community from core customer stakeholders.
• Own the community infrastructure and tooling; and collaborate with cross-functional teams to build processes and procedures.
• Work with Pigment education team to create achievement levels (eg. badges) to recognize accomplishments and advocacy
• Define success metrics and develop ways to track progress against those objectives.
• Analyzing and evaluating the effectiveness of community engagement to make improvements.

Who you are

• Relevant experience in community management, customer engagement and advocacy programs, customer success at a software/SaaS company
• Demonstrated ability to create and run an externally-focused (customer, partner, etc) community, engagement and campaign programs
• Experience in preparing and delivering content or posts publicly targeted to varied customer audiences
• Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards to identify trends and improve the community experience
• Strategic thinker who is comfortable in a fast-paced, always-on, highly ambiguous start-up environment
• Ability to adapt to a rapidly changing product and respond strategically to customer needs
• Experience meeting multiple objectives in an entrepreneurial environment with little supervision
• Fluent in English, an additional European languages is an advantage
• BA/BS degree required, MBA or other relevant advanced degree preferred

What we offer

• Competitive package
• Healthcare
• Along with one company offsite every year, we have brand new offices at the heart of major cities including New York, Toronto, Paris, and London
• High-end equipment (based on stock/availability) to do your work in the best conditions.
• Hybrid remote policy

How we work

• Thrive Together: We can only win as a team. We are all founders and do the right thing for our peers, Pigment customers, partners, and the planet
• Never Settle: We aim to become the best at what we do by delivering with rigor and ambition every day. Delivering means building a passionate Pigment community
• Go for it: We are biased towards action. Every action leads to learning and these learnings get us one step closer to our mission
• Be real, be humble: We are generous with our feedback, open to change our views and we approach it with empathy knowing everyone is trying to do the best for Pigment