Senior Specialist - Customer Community

Responsive is the global leader in strategic response management software, revolutionizing how organizations exchange critical information. The AI-powered Responsive Platform is designed to handle responses at scale, enabling companies worldwide to enhance growth, manage risk, and enhance employee experiences. With nearly 2,000 customers leveraging Responsive for RFPs, RFIs, DDQs, ESGs, security questionnaires, and more, Responsive has become a trusted solution provider. Headquartered in Portland, OR, Responsive also operates from offices in Kansas City, MO, and Coimbatore, India. To learn more, visit responsive.io. As the Sr. Specialist - Customer Community at Responsive, you will play a key role in establishing and nurturing a vibrant customer community on the Higher Logic Vanilla platform. This position is crucial for Responsive's long-term Digital Customer Success vision. Collaborating with various teams such as Digital Customer Success Program Managers, the Pooled CSM Team, Product, Marketing, Lifecycle Marketing, and Academy teams, you will shape an exceptional community experience that adds value for customers, boosts product adoption, and encourages peer-to-peer learning. Reporting to the Manager of Customer Success - Digital, you will act as the primary voice and operational lead for the community, ensuring that Responsive's customers feel informed, supported, and connected. Your responsibilities will include managing all day-to-day operations of the Responsive Community platform, moderating and engaging in community discussions, collaborating with internal teams to curate valuable content, coordinating with Marketing and Academy teams for content alignment, strategizing to increase membership and engagement, analyzing community metrics, partnering with other departments for content creation, maintaining moderation workflows, leading customer feedback loops, and more. Additionally, you will collaborate with Digital CS Program Managers, CSM SMEs, and Customer Marketing to support engagement, drive customer storytelling, and identify opportunities for content crossover. The ideal candidate will possess a Bachelor's degree in computer science or a related field, along with 5-8+ years of experience in community management, customer marketing, digital customer success, or a similar role in a B2B SaaS environment. Proficiency in Higher Logic Vanilla or a comparable community platform, as well as experience in driving community participation and delivering member value, are essential. Strong communication skills, creative thinking, proficiency in community analytics, excellent organizational abilities, data-driven mindset, and collaborative spirit are among the desired qualifications for this role.,