Customer Engagement & Community Lead (Bridge) US, Remote

Instructure, Inc.; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Customer Engagement & Community Lead, where you'll play a crucial role in helping clients maximize the value of an innovative learning platform. This position offers the opportunity to foster a thriving online community, guide customers through best practices, and collaborate with cross-functional teams to enhance the customer experience. With a focus on community engagement, customer success, and relationship management, you will drive strategic solutions that ensure product adoption and retention. This role is perfect for someone passionate about customer advocacy and community building in a dynamic environment.

Qualifications

• 3+ years in customer success or community management.
• Proven ability to build strong relationships and manage projects.

Responsibilities

• Oversee customer community strategy and content creation.
• Manage customer cases and collaborate with Account Managers.
• Host weekly Customer Success Office Hours for real-time support.

Skills

Customer Success

Community Management

Product Engagement Strategy

Relationship Management

Customer Needs Identification

Education

Bachelor's Degree

Tools

Salesforce

Gainsight

Zendesk

Jira

Trello

Google Productivity Suite

Job description

Customer Engagement & Community Lead (Bridge) US, Remote

• United States - Remote (within location)
• Customer Engagement & Community Lead (Bridge) US, Remote

Bridge is a leading learning and talent development platform that helps organizations build engaged, high-performing teams through intuitive learning management, career development, and performance tracking. We empower companies to connect learning to real-world outcomes by making training actionable, measurable, and impactful for employees at every level.

About the Role

The Customer Engagement and Community Lead plays a pivotal role in helping clients maximize the value of Bridge while fostering a thriving online customer community. This role is responsible for guiding customers through best practices and ongoing education to ensure they are successfully adopting and leveraging Bridge to meet their business goals. By creating and managing an active online community, they facilitate peer-to-peer knowledge sharing, encourage customer advocacy, and provide a space for users to collaborate and exchange insights. Additionally, they gather customer feedback, identify engagement opportunities, and work cross-functionally with teams such as product, sales and marketing to enhance the customer experience.

Key Responsibilities:

Customer Community & Engagement

• Oversee the strategy and execution of the customer community, including tasks such as content creation and posting.
• Execute daily and weekly posts on the community site.
• Moderate and curate all content that is posted on the community, creating topics based on unique industries and interests.
• Execute daily and weekly posts and maintenance of the community site.
• Responsible for reporting of all community data, and using the data to drive strategy improvements and directions
• Manage administrative work for monthly customer webinars including assisting with content planning, helping with marketing collateral, posting content in relevant spaces, moderating the webinar, and assisting with post-webinar work such as follow-up articles, email communications, reporting, etc.

Customer Success & Relationship Management

• Manage a queue of customer cases including needs such as product education, technical support, product offboarding, escalations, and more.
• Collaborate with Account Managers (AMs) to work on customer cases and queries, providing support to ensure issues are resolved quickly and efficiently.
• Manage the Customer Success group email inbox, ensuring timely responses and resolution to customer inquiries.
• Host weekly Customer Success Office Hours sessions, providing customers with hands-on support, answering questions, and resolving needs in real-time.
• Assist other departments (i.e. Marketing) at Bridge with various initiatives that may arise to enhance the overall customer experience.
• Train and mentor others on the CSM team by providing guidance, best practices, and ongoing support to enhance their skills, performance, and professional growth.
• Attend and contribute to product pairing meetings, ensuring that feedback and insights from the client perspective are integrated into product development.
• Collaborate with the Product team on accessibility initiatives, ensuring that our platform is accessible to all users and compliant with best practices.
• Manage Beta programs for product pairings.

What You Bring

• 3+ years experience in customer success, community management, product engagement strategy, or similar
• Experience in pre-sales or post-sales support, including product demos, onboarding, and ongoing training
• Proven ability to build strong relationships, collaborate across teams, and manage global projects with internal and external stakeholders
• Strong ability to identify customer needs, provide strategic solutions, and ensure successful product adoption and retention
• Experience with CRMs, such as Salesforce and Gainsight
• Experience with Customer Support tools, such as Zendesk
• Experience with Project Management tools, such as Jira and Trello
• Experience with the Google Productivity Suite

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.