Customer Community Lead

What you'll be doing

Accounting is a relationship-driven industry. Firms learn from other firms, partners trust other partners, and the best product insight often comes from the people closest to the work. Basis’s customer community program brings those voices together.

You’ll create the forums, rituals, memorable customer moments, and feedback loops that help Basis customers learn from one another and shape the future of the product. You’ll own the full community motion: partner advisory board, customer councils, peer groups, structured feedback programs, customer advocates, user groups, roundtables, and creative customer experiences online and in person.

You’ll partner closely with Deployed Intelligence, Product, Product Marketing, Events, Sales, and leadership to turn customer perspective into company insight. You’ll help surface customer stories, proof points, and advocate voices in collaborating with the team. As we scale, you’ll build the operating system that makes the customer community repeatable.

What you’ll bring

• 0-1 mindset. Comfort building the customer community function, rituals, and processes from scratch.
• Relationship instinct. Strong judgment for building trust with senior partners, champions, and day-to-day users.
• Voice-of-customer rigor. Ability to turn customer conversations into clear themes, priorities, and recommendations.
• Strategic execution. The ability to toggle seamlessly between community strategy and hands-on program execution.
• Creative customer instinct. A strong sense for designing experiences, content, and moments that make customers feel connected to Basis and to each other.

Other non-negotiables

• 3+ years in customer community, customer advocacy, customer success, customer marketing, product marketing, or a related B2B role.
• Experience running customer-facing or executive-facing programs end-to-end, such as advisory boards, councils, user groups, or roundtables.
• In person 5 days a week in our Flatiron office, with occasional travel for customer meetings and industry events.

What we’d love to see

• Advisory board expertise: Experience building customer advisory boards, executive councils, ambassador programs, or peer communities.
• Accounting industry fluency: Familiarity with the accounting profession, CPA firms, partners, practice leaders, and customer champions.
• Product feedback experience: Experience partnering with Product or Product Marketing on roadmap input, beta programs, research, or launch feedback.

What Success Looks Like

• Customer community launched: Basis has a trusted advisory board and customer programs that regularly engage senior leaders and power users.
• Customer voice gets sharper: Product, DI, Product Marketing, and Sales have a clearer view of customer needs, feedback themes, and market expectations.
• Community becomes a moat: Customers feel connected to Basis and to each other, making our relationships deeper than a standard vendor relationship.
• Memorable customer moments: Basis creates distinctive experiences that make customers feel closely connected to the company and proud to be part of the community.

Benefits at Basis

We offer a competitive and thoughtful benefits package designed to support your physical, mental, and financial well-being:

• Health & Wellness: Premium Medical, Dental, and Vision coverage; Life Insurance; and 6 coaching & 6 therapy sessions through Spring Health.
• Time off: Unlimited PTO + 12 paid company holidays.
• In-Office Perks: Daily meal stipends, a fully stocked kitchen, and $300 toward your custom desk setup.
• Financial Benefits: Pre-tax commuter benefits and 401(k) retirement plan.
• Team Culture: Monthly office activities and frequent optional team happy hours.
• Parental Leave