Sr. Customer Community Specialist in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Customer Community Specialist based in United States.

This senior role will shape the strategy, relaunch, growth, and continuous evolution of a customer community within a B2B SaaS environment.
You will establish the community as a central destination for trusted resources, peer learning, customer feedback, events, and ongoing engagement.
The position combines community strategy, content operations, digital customer success, analytics, and cross-functional program leadership.
You will work closely with Customer Success, Product, Marketing, Professional Services, Support, and Education teams to integrate the community throughout the customer journey.
Your work will help strengthen customer relationships, increase product adoption, encourage advocacy, and create scalable digital engagement programs.
You will own complex initiatives from research and platform configuration through launch, adoption, measurement, and continuous optimization.
This is an influential opportunity for a strategic and creative community professional who can turn customer insights into measurable programs and lasting business impact.

• Develop and own the vision, relaunch strategy, roadmap, operating model, and success measures for the customer community, positioning it as a central hub for customer resources, engagement, and connection.
• Lead the community relaunch from discovery through execution, including customer research, platform configuration, content preparation, governance, beta testing, go-to-market planning, adoption, and ongoing optimization.
• Build and execute a content strategy that delivers relevant resources to customers at the right moments throughout onboarding, product adoption, renewal, and expansion.
• Design scalable programs that increase community membership, participation, peer-to-peer learning, customer storytelling, and advocacy through newsletters, polls, events, member spotlights, campaigns, and recognition initiatives.
• Manage day-to-day community platform operations, including content planning, event scheduling, category structures, member roles, badges, permissions, administrative settings, and platform governance.
• Moderate and actively participate in community discussions, encouraging meaningful engagement, maintaining a positive environment, and ensuring consistently high-quality conversations.
• Establish strong cross-functional partnerships with Customer Success, Customer Success Management, Product, Marketing, Lifecycle Marketing, Education, Professional Services, and Support teams.
• Analyze community performance metrics, member trends, engagement patterns, and segmentation data to improve content strategies, engagement programs, and platform structure.
• Maintain effective moderation workflows to ensure timely responses to customer questions and appropriately route discussions to Support, Customer Success Managers, or the broader community.
• Lead customer feedback initiatives and communicate key themes, trends, and insights to Product and Customer Success teams to help influence product roadmaps and customer programs.
• Evaluate and implement new processes, platform capabilities, integrations, and technologies that improve the scalability, discoverability, and effectiveness of the community experience.
• Represent the community in cross-functional planning, product-launch readiness, lifecycle campaigns, and customer-journey initiatives, serving as a trusted advisor on community strategy, content, engagement, and customer communications.

Requirements:

• 5+ years of experience in customer community, digital customer success, customer marketing, lifecycle marketing, customer education, or a related B2B SaaS discipline.
• Demonstrated experience launching, relaunching, or significantly scaling an online customer community from strategy and planning through adoption and continuous optimization.
• Strong understanding of customer-community strategy, digital engagement, content operations, member segmentation, community platforms, and industry best practices.
• Proven ability to build community content strategies aligned with customer segments, lifecycle stages, product priorities, and measurable business outcomes.
• Strong strategic planning and project leadership skills, with the ability to translate ambitious objectives into sequenced priorities, clear decisions, and measurable execution.
• Experience leading complex, cross-functional programs with minimal supervision and influencing senior stakeholders across Customer Success, Product, Marketing, Education, Professional Services, and Support.
• Strong analytical and problem-solving capabilities, including the ability to identify patterns, test hypotheses, evaluate trade-offs, and make evidence-based recommendations.
• Proficiency with community analytics, reporting tools, and member segmentation techniques, with the ability to turn performance data into actionable improvements.
• Excellent written communication skills, including the ability to develop engaging content and maintain a consistent tone and brand voice.
• Creative and entrepreneurial mindset with experience designing community content, campaigns, events, and customer engagement experiences.
• Strong influencing, negotiation, and stakeholder-management skills, with the ability to build alignment and move initiatives forward without direct authority.
• Excellent presentation and relationship-building capabilities, including the ability to communicate complex ideas, workflows, performance trends, and strategic recommendations to senior audiences.
• Highly organized and detail-oriented, with the ability to manage multiple initiatives, priorities, and community needs simultaneously.
• Sound judgment, adaptability, and comfort making decisions in a fast-paced environment where priorities may evolve and information may be incomplete.
• Experience working remotely with international teams and collaborating effectively across different time zones and cultures.
• Experience working with Requests for Information/Requests for Proposal (RFI/RFP) processes or Proposal Management teams is a plus.

Benefits:

• Base salary range of $105,000–$125,000, with the applicable range determined based on location, responsibilities, skills, experience, qualifications, and market conditions.
• 401(k) plan with company matching to support long-term financial planning.
• Unlimited professional development opportunities and ongoing learning through LinkedIn Learning Solutions.
• Four weeks of paid vacation, along with paid sick days and paid bereavement leave.
• Four-week sabbatical after five years of service.
• Mental Wellness Program and Employee Assistance Program (EAP) supporting employee well-being and self-care.
• Team events, including social gatherings, off-sites, and team-building activities.
• Comprehensive health benefits, with the company covering employee health coverage and contributing toward family coverage.
• Flexible global workforce model with collaboration across international teams and locations.
• Opportunity to play a highly visible role in customer community strategy, digital customer success, product adoption, customer advocacy, and cross-functional transformation.