Job
Description
Role Overview: As a Sr. Specialist - Customer Community at Responsive, your primary responsibility will be to build and maintain an engaging customer community on the Higher Logic Vanilla platform. Working closely with various teams within the organization, you will play a key role in shaping a top-tier community experience that fosters customer value, enhances product adoption, and facilitates peer-to-peer learning. Reporting to the Manager of Customer Success - Digital, you will be the central voice of the community, ensuring that customers feel supported, informed, and connected. Key Responsibilities: - Own and manage the day-to-day operations of the Responsive Community platform, including content planning, event scheduling, category structure, roles, badges, permissions, and admin settings. - Act as a moderator and actively engage in community discussions to encourage participation, maintain a positive atmosphere, and uphold high-quality conversations. - Collaborate with various stakeholders to curate and amplify valuable content, events, and discussions within the community. - Coordinate with Marketing and Academy teams to align community content with product launches, lifecycle campaigns, certifications, and educational initiatives. - Develop and implement strategies to boost membership, participation, and engagement across different customer segments. - Create newsletters, polls, badges, member spotlights, giveaways, and campaigns to enhance user involvement and loyalty. - Analyze community metrics and member trends to enhance content strategy, engagement planning, and platform structure. - Work with Product, Professional Services, and Support teams to identify areas for content creation that can help reduce ticket volume, improve onboarding, and drive adoption. - Establish moderation workflows to ensure prompt responses to queries and redirect posts to the relevant teams when necessary. - Lead customer feedback loops and communicate key themes to the Product and Customer Success teams for roadmap and success programming influence. Qualifications Required: - Bachelor's degree in computer science, information technology, or a similar field. - 5-8+ years of experience in community management, customer marketing, digital customer success, or a similar role in a B2B SaaS environment. - Proficiency with Higher Logic Vanilla or a comparable community platform, including administration, analytics, and engagement strategy. - Demonstrated track record of building and managing online communities, driving participation, and delivering member value. - Ability to collaborate effectively with Customer Success, Marketing, Product, and Education teams. - Strong written communication skills with the capability to shape tone and brand voice. - Creative thinker experienced in designing community content, campaigns, and event experiences. - Proficient in community analytics, reporting tools, and member segmentation. - Highly organized and detail-oriented, capable of managing multiple initiatives and community needs simultaneously. - Data- and insights-driven mindset with a passion for understanding customer requirements at scale. - Enthusiastic collaborator with the ability to influence and coordinate across functions. - Comfortable with taking initiative, working independently, and driving outcomes end-to-end. - Excellent time management skills with the ability to handle competing priorities in a fast-paced startup environment. - Research-oriented mindset with a quick exploration, testing, and iteration ability.,
