Community Development Manager

Imprivata; Waltham (MA); Hybrid; USD 136,000 - 146,000; Full time

Job summary

Imprivata seeks a Community Development Manager to lead strategy, growth, and engagement of its global customer community from Waltham, MA. The role owns the community platform and collaborates across Customer Success, Support, Product, Marketing, Sales, and Events to deliver exceptional customer experiences.

The ideal candidate will design onboarding, advocacy, and engagement programs, track KPIs, and drive measurable business value while evolving the Salesforce Experience Cloud community into

Qualifications

• Bachelor's degree or higher in a related field with 5+ years of relevant experience or 7+ years equivalent experience.
• Proven experience building and managing customer or technical communities with Salesforce Experience Cloud or similar platforms.
• Experience developing community strategies and measurable engagement outcomes.
• Strong project management and stakeholder management skills with cross-functional collaboration.
• Data-driven mindset with experience turning engagement metrics into action.
• Knowledge of community engagement best practices and event planning for virtual and in-person experiences.
• Community management certification (CMX, Community-Led Growth, FeverBee, or similar) preferred.

Responsibilities

• Develop and execute the strategy for Imprivata's customer community to drive engagement, advocacy, retention, and value.
• Evolve the Salesforce Experience Cloud community into a premier destination for learning, collaboration, support, and networking.
• Define, track, and report KPIs, dashboards, and analytics to measure growth and impact.
• Design onboarding, recognition, advocacy, and engagement programs to boost participation.
• Build relationships with customers, champions, advocates, and leaders to foster a global community.
• Collaborate with cross-functional teams to manage content, resources, campaigns, forums, and user groups.
• Plan and execute virtual and in-person engagement programs (webinars, meetups, user groups, Imprivata Connect).
• Establish governance and processes to ensure scalable, high-quality community experiences.
• Align community initiatives with business objectives and customer needs across Product, Success, Sales, Marketing, Support, and Engineering.
• Gather customer feedback to support Voice of the Customer and product improvements.
• Stay current on trends, leveraging AI and digital tools to enhance experiences.
• Other duties as assigned.

Skills

Community building

Program development

Stakeholder management

Data analysis

Communication

Project management

Cross-functional collaboration

Education

Bachelor's degree in Business/Marketing/Comms/IT

Tools

Salesforce Experience Cloud

Job description

We are seeking a Community Development Manager to join our team. This is a hybrid opportunity based out of Waltham, MA.

Job Summary

The Community Development Manager leads the strategy, growth, and engagement of Imprivata's customer community, creating programs that foster customer connections, knowledge sharing, advocacy, and business value. This role owns the community platform and engagement initiatives, partnering across Customer Success, Support, Product, Marketing, Sales, Customer Advocacy, and Events to deliver exceptional customer experiences.

Duties and Responsibilities

• Develop and execute the strategy for Imprivata's customer community to drive engagement, advocacy, retention, and measurable business value.
• Evolve the Salesforce Experience Cloud community into a premier destination for customer learning, collaboration, support, and networking.
• Define, track, and report on KPIs, dashboards, and analytics to measure community growth, engagement, satisfaction, and business impact.
• Design and deliver customer onboarding, recognition, advocacy, and engagement programs that encourage participation and knowledge sharing.
• Build and nurture relationships with customers, champions, advocates, and community leaders to foster a thriving global community.
• Manage community content, educational resources, campaigns, forums, and user groups in partnership with cross-functional teams.
• Plan and execute virtual and in-person customer engagement programs, including webinars, meetups, user groups, and Imprivata Connect.
• Establish governance, operational processes, and best practices to ensure a scalable, high‑quality community experience, partnering with Customer Success to maintain timely engagement.
• Collaborate with Product, Customer Success, Sales, Marketing, Support, and Engineering to align community initiatives with business objectives and customer needs.
• Gather, analyze, and communicate customer feedback to support Voice of the Customer initiatives, product improvements, and strategic decision‑making.
• Stay current on industry trends and emerging technologies, identifying opportunities to leverage AI, automation, and digital tools to enhance community experiences.
• Other duties as assigned and required.

Qualifications

• Bachelor's degree in Business, Marketing, Communications, Information Technology, or a related field with 5+ years of relevant experience, or 7+ years of equivalent professional experience.
• Proven experience building, growing, and managing customer or technical communities with Salesforce Experience Cloud or similar community engagement platforms.
• Demonstrated success developing community strategies and programs that drive customer engagement and measurable business outcomes.
• Strong project management, communication, and stakeholder management skills, with the ability to influence and collaborate across cross‑functional teams.
• Data‑driven mindset with experience analyzing engagement metrics and translating insights into action.
• Highly organized, self‑motivated professional who thrives in a fast‑paced environment and is passionate about customer engagement and advocacy.
• Experience managing technical, healthcare IT, customer advocacy, customer marketing, or customer success programs.
• Experience developing customer champion, ambassador, advisory board, or similar engagement programs.
• Knowledge of community engagement best practices, member lifecycle management, and event planning for virtual and in‑person experiences.
• Community management certification (CMX, Community‑Led Growth, FeverBee, or similar) preferred.

This position offers a total compensation range of $136,000.00 to $146,000.00 (inclusive of base salary and variable compensation, such as bonuses and incentives). In addition, more information about Imprivata's benefit offerings can be found here. This range represents the high and low end of Imprivata's compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors, such as a candidate's location, skills, experience, and qualifications.

Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.