Community Content Strategist
Build and scale customer advocacy programs while co-creating technical content, case studies, and user-generated stories with customers and experts. The role also develops AI-driven community intelligence workflows and optimizes content for search and generative AI discovery.
About the job
Responsibilities
- Build and scale structured customer advocacy programs, including champion frameworks, badging milestones, gamified recognition, and tiered perks.
- Surface champion expertise and route customer voices into content formats, go-to-market initiatives, and business moments.
- Co-create user-generated content, technical deep dives, AMAs, expert Q&As, and customer-led blogs with internal, partner, and customer champions.
- Identify, interview, and write customer success stories, case studies, and advocate spotlights demonstrating the value of education, certification, and premier services.
- Provide structured content and program assets to Product Marketing, Community Operations, Social Media, and Customer Care teams.
- Partner with community engineers to develop AI workflows that monitor communities for questions, product needs, sentiment, and buyer-intent signals, then route insights to Product, Marketing, and Customer Success.
- Optimize advocate and user-generated content for generative AI and search discoverability, including Google AI Overviews, Perplexity, ChatGPT, and Gemini.
- Track program and content metrics such as champion growth and retention, UGC volume, customer success stories, and content citation frequency.
Requirements
- 3+ years of experience in community advocacy or content strategy within a B2B SaaS environment.
- Experience building and managing engagement programs that develop technical and business thought leadership.
- Ability to work with technical content and restructure it into clear, accessible, search-optimized narratives for general audiences.
- Experience interviewing enterprise customers or developers and writing technical case studies and spotlight stories.
- Experience using content performance data and analytics tools to build dashboards, identify trends, and communicate business context.
- Experience collaborating cross-functionally with Product, Marketing, and Customer Success teams.
Nice-to-haves
- Experience with Google Analytics, Tableau, or similar analytics tools.
- B2B SaaS or post-sales experience with go-to-market motions and customer success programs.
- Experience building or using agentic AI workflows, automation pipelines, or custom AI tools for content or community use cases.
Compensation & Benefits
- Annual base salary range in Canada: $85,000–$127,000 CAD.
- Equity, bonus, health, dental, and vision insurance.
- RRSP matching, healthcare spending account, telemedicine, and paid leave, including PTO and parental leave.
Skills
Community Advocacy, Content Strategy, B2B SaaS, Customer Advocacy Programs, Technical Writing, Case Studies, Content Analytics, Google Analytics, Tableau, Search Engine Optimization, Generative AI, Automation Pipelines, Customer Success, Product Marketing, Dashboarding
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