Community Development Manager Waltham, Massachusetts

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

Job summary

Imprivata in Waltham, MA is seeking a Community Development Manager to lead the strategy, growth, and engagement of our customer community. You will own the community platform and collaborate across Customer Success, Support, Product, Marketing, Sales, and Events to deliver exceptional customer experiences.

The role focuses on building onboarding, advocacy, and engagement programs, measuring impact with dashboards, and driving business value through a thriving, scalable community.

Qualifications

• Bachelor’s degree in Business, Marketing, Communications, Information Technology, or related field with 5+ years of relevant experience.
• Experience building and managing customer or technical communities with Salesforce Experience Cloud or similar platforms.
• Proven success developing community strategies that drive engagement and measurable outcomes.
• Strong project management and cross-functional collaboration skills.
• Data-driven with ability to translate metrics into action.
• Experience in healthcare IT, customer advocacy, or related programs.
• Community management certification preferred.

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 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.

Skills

Customer engagement

Stakeholder management

Project management

Data analytics

Communication

Strategic thinking

Healthcare IT knowledge

Community strategy

Adaptability

Education

Bachelor's degree in Business, Marketing, Communications, Information Technology, or related field

Tools

Salesforce Experience Cloud

Job description

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.

At Imprivata, we have a top‑notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!

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.