Customer Community Manager

insightsoftware is a global provider of comprehensive solutions for the Office of the CFO. We believe an actionable business strategy begins and ends with accessible financial data. With solutions across financial planning and analysis (FP&A), accounting, and operations, we transform how teams operate, empowering leaders to make timely and informed decisions. With data at the heart of everything we do, insightsoftware enables automated processes, delivers trusted insights, boosts predictability, and increases productivity. Learn more at insightsoftware.com.

Position Summary 

We are seeking an experienced Customer Community Manager to launch and grow our customer community from the ground up. You'll create the vision, build the platform, and drive engagement through strategic communications to customers and the broader market. 

Your primary goals will be to make the community an invaluable resource for customers, integrate it seamlessly with our other customer platforms, and foster peer-to-peer connections while driving product adoption, customer retention, and advocacy. 

Reporting to the Director of Customer Success, you'll partner with Customer Success, Product, Marketing, and IT teams to enhance customer experience and accelerate business growth through community-driven insights and engagement 

Key Responsibilities 

Community Strategy & Development 

• Develop and execute a comprehensive community strategy that aligns with business objectives and customer needs 

• Build the community platform from inception, including design, structure, and governance models 

• Define and track success metrics including member growth, engagement rates, content contributions, and support deflection 

• Create a roadmap for community evolution and scaling as our customer base grows 

Member Engagement & Growth 

• Drive community member acquisition, onboarding, and ongoing engagement through targeted campaigns and programs 

• Build and optimize community content and creatively encourage members to create their own community content and to participate in community conversations and activities. 

• Actively communicate in social media channels to engage in topical conversations with customers and key industry influencers to promote the community, to highlight happenings within the community, and to encourage third-party coverage of community activities. 

• Develop and implement gamification strategies to encourage participation and recognize top contributors 

• Create and manage customer advocacy and champion programs 

• Respond to member inquiries and facilitate discussions within defined SLA 

Content & Knowledge Management 

• Curate and create valuable content including best practices, use cases, and troubleshooting guides 

• Connect the community to other key marketing and customer content programs such as our educational webinars and our new product launch announcements, creating synergies in both those programs and the community 

• Manage the content calendar and ensure fresh, relevant information is consistently available 

Cross-functional Collaboration 

• Serve as the voice of the customer, sharing community insights with Product, Sales, and Support teams 

• Facilitate beta testing programs and gather product feedback from community members 

• Partner with Customer Success to identify at-risk accounts and expansion opportunities through community engagement 

• Collaborate with Marketing on community-driven campaigns and customer stories 

• Actively shape and encourage community participation among the insightsoftware team and keep the internal team informed on our community strategy 

Platform & Analytics Management 

• Administer the community platform, including user permissions, security settings, and technical configurations 

• Monitor community health metrics and provide regular reports to stakeholders 

• Implement automated workflows for member communications and engagement 

• Ensure platform compliance with data privacy regulations and company policies 

Experience 

• 3-5+ years of experience in community management, preferably in B2B SaaS environment 

• Proven track record of building and scaling online communities from inception 

• Experience with enterprise software and understanding of B2B customer dynamics 

• Demonstrated success in launching community initiatives (forums, ambassador programs, event series) 

Technical Skills 

• Proficiency with community platforms (Salesforce Community Cloud preferred) 

• Experience with social media management and monitoring tools 

• Strong analytical skills with experience in community analytics and reporting 

• Basic understanding of APIs and integrations 

• Familiarity with CRM systems (Salesforce preferred) 

Core Competencies 

• Customer-Centric Mindset: Deep empathy for customer needs and ability to translate feedback into action 

• Communication Excellence: Outstanding written and verbal communication skills with ability to engage C-level executives 

• Strategic Thinking: Ability to develop long-term strategies while managing day-to-day operations 

• Collaboration: Proven ability to work cross-functionally and influence without authority 

• Problem-Solving: Creative approach to challenges with strong troubleshooting capabilities 

• Industry Knowledge: Understanding of B2B SaaS industry trends and customer success best practices 

Education 

• Bachelor's degree in Marketing, Communications, Business, or related field 

• Equivalent professional experience will be considered 

Preferred Qualifications 

• Experience with our specific industry/vertical 

• Community management certifications (e.g., CMGR, CMX) 

• Experience with customer success platforms (Gainsight, Totango, ChurnZero) 

• Experience managing communities of 5,000+ members 

• Knowledge of SEO and content marketing best practices 

All your information will be kept confidential according to EEO guidelines. 

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. 

** At this time insightsoftware is not able to offer employment sponsorship ** 

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** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **

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At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.