Community & Customer Success Program Manager

Techedin; Canada; A distancia; CAD 104.000 - 124.000; A tiempo parcial

Descripción de la vacante

Techedin is hiring a Community & Customer Success Program Manager to drive customer engagement, Voice of Customer initiatives, and community operations for a leading enterprise software platform. You will work with Product Management, UX Research, and CS teams to organize, analyze, and translate feedback into product improvements.

Remote role in Canada with a focus on building relationships, facilitating Council meetings, and delivering actionable insights.

Formación

• 3–6 years in community management, ideas forum, customer success or related roles.
• Strong external customer relationship management experience.
• CRM proficiency with professionalism in customer interactions.
• Experience using AI tools for data synthesis and insights.
• Excellent written and verbal communication skills.
• Ability to collaborate across cross-functional teams.
• Experience facilitating meetings and coordinating follow-ups.
• Strong project management and organizational skills.
• Attention to detail with ability to handle multiple priorities.
• Ability to analyze qualitative feedback and identify trends.

Responsabilidades

• Manage the customer Ideas Forum: review, triage, respond to feedback.
• Engage with customers to gather context and ensure feedback is actionable.
• Coordinate and manage Customer Council meetings and follow-ups.
• Build relationships to encourage ongoing participation in feedback programs.
• Capture and synthesize customer feedback into insights for Product/UX.
• Track actions and outcomes to ensure timely follow-through.
• Collaborate with Product, UX, CS and cross-functional teams.
• Use AI tools to analyze feedback and identify trends.
• Maintain program documentation and feedback repositories.
• Support Voice of Customer initiatives by increasing visibility of insights.

Conocimientos

Community management

Customer feedback management

CRM proficiency

AI for insights

Cross-functional collaboration

Meeting facilitation

Project management

Written & verbal communication

Independent work

Qualitative data analysis

Herramientas

CRM software

Descripción del empleo

Job Title:

Community & Customer Success Program Manager

Location:

100% Remote (Canada)

Job Type:

T4 Contract

Experience:

3-6 Years

Rate:

CAD 50 to 60 per hour

Role Summary

We are hiring for a Community & Customer Success Program Manager to support customer engagement, Voice of Customer initiatives, and community operations for a leading enterprise software platform. In this role, you'll work closely with Product Management, UX Research, Customer Success, and cross-functional teams to ensure customer feedback is organized, analyzed, and translated into meaningful product improvements.

Key Responsibilities

• Manage the customer Ideas Forum by reviewing, triaging, and responding to customer feedback.
• Engage with customers to gather additional context and ensure feedback is actionable.
• Coordinate and manage Customer Council meetings, including agendas, documentation, and follow-ups.
• Build strong relationships with customers and encourage ongoing participation in feedback programs.
• Capture, analyze, and synthesize customer feedback into actionable insights for Product and UX teams.
• Track action items, customer requests, and program outcomes to ensure timely follow-through.
• Collaborate with Product Management, UX Research, Customer Success, and cross-functional teams.
• Use AI tools to analyze customer feedback, identify trends, and generate meaningful insights.
• Maintain accurate program documentation, reports, and customer feedback repositories.
• Support Voice of Customer initiatives by improving the visibility and impact of customer insights.

Must-Have Skills

• 3 to 5 years of experience in community management, Ideas Forum, customer success, customer support, program management, customer feedback management, market research, user research, or another customer-facing role.
• Strong experience managing external customer relationships.
• Customer Success experience with excellent professionalism and CRM proficiency.
• Experience using AI tools for data synthesis and insights generation.
• Excellent written and verbal communication skills.
• Strong interpersonal skills with the ability to collaborate effectively across cross-functional teams.
• Experience facilitating meetings, managing agendas, and coordinating follow-up activities.
• Strong project management and organizational skills.
• Exceptional attention to detail and ability to manage multiple priorities.
• Experience analyzing qualitative customer feedback and identifying trends.
• Strong problem-solving and critical-thinking abilities.
• Ability to work independently with minimal supervision.

Nice-to-Have Skills

• Experience managing Customer Advisory Boards, Customer Councils, beta programs, user communities, or user groups.
• Experience working with SaaS products, enterprise software, or technology platforms.
• Familiarity with product development lifecycles and product roadmap planning.
• Experience working closely with Product Managers, UX Researchers, Designers, Customer Success, or Product Operations teams.
• Familiarity with enterprise licensing, account administration, or software management platforms.
• Experience preparing executive-ready reports, presentations, and customer insight summaries.

About Techedin

Techedin is a global IT staffing and technology services firm helping enterprises build high-performance tech teams. We support innovation at scale by connecting skilled professionals to leading companies and impactful projects. We prioritize transparency, responsiveness, and the right fit.

Equal Opportunity Employer

At Techedin, we welcome applicants of all backgrounds, communities, and experiences. Our commitment to diversity, equity, and inclusion drives us to create hiring experiences that are open, fair, and human-first.