Remote Senior Customer Community Leader

Responsive; United States; On-site; USD 105,000 - 125,000; Full time

Benefits offered by this job

401k with company matching

Professional development & LinkedIn

4 weeks paid vacation

4 week sabbatical after 5 years

Mental wellness program

Team events & company culture

Job summary

Responsive is seeking a Sr. Customer Community Specialist to relaunch and scale our Customer Community, serving as the central hub for trusted resources, peer learning, and customer feedback.

You’ll collaborate with CS, Product, Marketing, and Academy to drive adoption, content strategy, and cross-functional processes across the customer journey. You will lead complex programs, set governance, and translate customer needs into scalable initiatives that improve engagement, self-service, and

Qualifications

• 5+ years of experience in customer community, digital customer success, customer marketing, lifecycle marketing, customer education, or related B2B SaaS.
• Experience launching or scaling an online customer community from strategy through adoption.
• Experience building a community content strategy tied to customer segments, lifecycle stages, product priorities, and measurable outcomes.
• Track record leading cross-functional programs with senior stakeholder influence across CS, Product, Marketing, Education, PS, and Support.
• Experience defining success measures, analyzing data, and guiding investment decisions.

Responsibilities

• Develop the vision, relaunch plan, roadmap, and success metrics for the Responsive Customer Community.
• Lead relaunch from discovery through execution, including research, configuration, governance, beta testing, and go-to-market planning.
• Build and execute a content strategy connecting resources to onboarding, adoption, renewal, and expansion.
• Create scalable programs for membership growth, peer learning, storytelling, and advocacy, including newsletters and events.
• Own day-to-day operations of the Community platform (Higher Logic Vanilla), including governance and admin settings.
• Moderate discussions to maintain a positive tone and high-quality conversation.
• Build partnerships with Digital Customer Success, CS teams, Product, Marketing, Lifecycle Marketing, Academy, PS, and Support.
• Analyze community metrics and report trends to improve strategy and platform structure.
• Maintain moderation workflows for quick response and routing to Support/CS as needed.
• Lead customer feedback loops and share themes with Product and CS to influence roadmap.
• Evaluate new processes, integrations, or tech to improve scale and discoverability.

Skills

Community strategy

Cross-functional leadership

Content planning

Analytics & reporting

Stakeholder influence

Tools

Higher Logic Vanilla

Job description

Responsive is seeking a Sr. Customer Community Specialist to relaunch and scale our Customer Community, serving as the central hub for trusted resources, peer learning, and customer feedback.

You’ll collaborate with CS, Product, Marketing, and Academy to drive adoption, content strategy, and cross-functional processes across the customer journey. You will lead complex programs, set governance, and translate customer needs into scalable initiatives that improve engagement, self-service, and