Customer Marketing Lead, Community

Responsibilities

• Own the day-to-day customer engagement strategy for the Gleaniverse, including programming, content, and moderation that keeps admins and power users active, informed, and connected.
• Design and run community programs (office hours, webinars, cohort sessions, spotlights, AMAs) that help customers discover new use cases, deepen product expertise, and accelerate adoption.
• Partner closely with Customer Success, Product Marketing, and Support to translate roadmap updates, launches, and best practices into clear customer email communications, community posts, and scalable enablement.
• Create and maintain community playbooks, guidelines, and an internal “community toolkit” so Sales, CS, and Marketing can easily plug into community programs and request campaigns or announcements.
• Build feedback loops from the community into Product and GTM teams, turning questions, feature requests, and success stories into inputs for roadmap, content, and customer marketing.
• Define and track core community health metrics (membership, user engagement, program participation, impact on adoption) and use these insights to refine programming and prove business impact over time.

Requirements

• 8+ years of experience in community management, customer comms, customer experience, or a closely related role in B2B SaaS, preferably with ownership of a customer or admin community.
• Strong program builder who can design, launch, and iterate on customer engagement programs, events, and customer communications, balancing strategy with hands-on execution in a fast-paced environment.
• Exceptional written and verbal communicator, comfortable drafting clear, on-brand copy, presenting to customer audiences, and engaging confidently with both end users and executive stakeholders.
• Highly organized and detail-oriented, able to manage multiple programs, calendars, and stakeholder needs while maintaining a consistent, high-quality community experience.
• Collaborative and customer-obsessed, with a track record of working cross-functionally with Marketing, Product, Customer Success, and Support teams to deliver shared outcomes.
• Comfortable learning and championing AI products; you’re curious about how customers use AI at work and excited to translate their stories and workflows into community programs.
• Basic comfort with analytics to monitor and report on performance.

Nice-to-Haves

• Experience with Gradual and Sendgrid preferred.