Hybrid: Customer Community Architect & Engagement Lead

Mass Digital Health; Waltham (MA); Hybrid; USD 136,000 - 146,000; Full time

Job summary

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

You will design onboarding and advocacy programs, track KPIs, and foster relationships with customers and champions to build a thriving global community.

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 communities with Salesforce Experience Cloud or similar platforms.
• Data-driven mindset with experience analyzing engagement metrics and translating insights into action.
• Strong project management, communication, and stakeholder management skills across cross-functional teams.

Responsibilities

• Develop and execute the strategy for the customer community to drive engagement, advocacy, retention, and measurable business value.
• Evolve the Salesforce Experience Cloud community into a premier destination for learning, collaboration, support, and networking.
• Define, track, and report on KPIs, dashboards, and analytics to measure 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.

Skills

Community engagement

Project management

Stakeholder management

Data analysis

Communication

Cross-functional collaboration

Customer advocacy

Highly organized

Education

Bachelor’s degree in Business/Marketing/Communications/IT

Tools

Salesforce Experience Cloud

Job description

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

You will design onboarding and advocacy programs, track KPIs, and foster relationships with customers and champions to build a thriving global community.