Senior Customer Community & Growth Lead

Responsive; Dallas, Northern (TX, KY); Hybrid; USD 105,000 - 125,000; Full time

Benefits offered by this job

401k matching

Professional development

Paid vacation

Sabbatical

Mental health program

Team events

Health benefits

Job summary

Responsive, formerly RFPIO, is seeking a Sr. Customer Community Specialist to lead the relaunch and ongoing evolution of the Responsive Customer Community.

You will partner across CS, Product, Marketing, and Support to create a central hub for resources, events, and peer learning. You will own the vision, roadmap, and content strategy, build scalable programs to grow membership and engagement, and report on community metrics to influence product and customer success roadmaps.

Qualifications

• 5+ years in customer community, digital customer success, or related B2B SaaS.
• Experience launching or relaunching an online customer community from strategy to adoption.
• Experience building a community content strategy linked to segments, lifecycle, and product priorities.
• Track record leading cross-functional programs with minimal supervision and influencing senior stakeholders across CS, Product, Marketing, Education, and Support.
• Experience defining success measures, analyzing data, presenting recommendations, and guiding investment decisions.
• Experience working remotely with international teams across time zones.

Responsibilities

• Develop and own the vision, relaunch plan, roadmap, and success for the Responsive Customer Community.
• Lead the relaunch from discovery through execution, including customer research, platform configuration, content readiness, governance, beta testing, go-to-market planning, adoption, and optimization.
• Build and execute a content strategy connecting resources to onboarding, adoption, renewal and expansion.
• Create scalable programs to increase membership, participation, peer-to-peer learning, storytelling, and advocacy.
• Own day-to-day operations of the Community platform (Higher Logic Vanilla), including content planning, events, and admin settings.
• Moderate and engage in discussions to promote participation and maintain a positive tone.
• Build durable partnerships with Digital Customer Success, CS teams, Product, Marketing, Lifecycle Marketing, Academy, PS, and Support.
• Analyze and report on community metrics and member trends to improve content strategy and platform structure.
• Represent the Community in cross-functional planning and product-launch readiness.

Skills

Strategic planning

Communication

Content strategy

Analytics

Organization

Problem-solving

Influence

Presentation

Judgment

Tools

Higher Logic Vanilla

Job description

Responsive, formerly RFPIO, is seeking a Sr. Customer Community Specialist to lead the relaunch and ongoing evolution of the Responsive Customer Community.

You will partner across CS, Product, Marketing, and Support to create a central hub for resources, events, and peer learning. You will own the vision, roadmap, and content strategy, build scalable programs to grow membership and engagement, and report on community metrics to influence product and customer success roadmaps.