Sr. Customer Community Specialist

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 (formerly RFPIO) is the global leader in strategic response management software, transforming how organizations share and exchange critical information. The AI-powered Responsive Platform is purpose-built to manage responses at scale, empowering companies across the world to accelerate growth, mitigate risk, and improve employee experiences. Nearly 2,000 customers have standardized on Responsive to respond to RFPs, RFIs, DDQs, ESGs, security questionnaires, ad hoc information requests, and more. Responsive is headquartered in Dallas, TX, with an additional office Coimbatore, India. Learn more at responsive.io.

About the Role:

REMOTE IN DALLAS TX, PORTLAND, OR, SEATTLE, WA, SF BAY AREA, or KANSAS CITY metropolitan area

The Sr. Customer Community Specialist will set the strategy and lead the re-launch, growth, and continuous evolution of the Responsive Customer Community. You will be responsible for establishing the Community as the central hub where customers can find trusted resources, learn from peers and Responsive experts, participate in events, share feedback, and take the next best step throughout their customer journey. This role is central to Responsive's long-term vision for Digital Customer Success. You will work cross-functionally with Sr. Digital Customer Success Program Specialist, the CSM Team, Product, Marketing, PS, and Academy teams to build cross-functional partnerships and processes required to make Community an integrated part of the customer journey.

shape a best-in-class community experience that delivers customer value, drives product adoption, and encourages peer-to-peer learning.

Reporting to the Director of Pooled Customer Success, you will serve as the Community’s primary voice and functional lead—ensuring Responsive’s customers feel informed, supported, and connected. You will lead complex initiatives, influence decisions across teams, and translate customer and business needs into scalable community programs.

What You’ll Be Doing:

• Develop and own the vision, re-launch plan, roadmap, and success for the Responsive Customer Community, establishing it as the central hub for customer resources and connection.
• Lead the relaunch of the community from discovery through execution, including customer research, platform configuration, content readiness, governance, beta testing, go-to-market planning, adoption, and ongoing optimization.
• Build and execute a content strategy that connects customers to the right resources at the right time across onboarding, adoption, renewal and expansion.
• Create scalable programs that increase membership, participation, peer-to-peer learning, customer storytelling, and advocacy, including newsletters, polls, events, member spotlights, campaigns, and recognition programs.
• Own all day-to-day operations of the Responsive Community platform (Higher Logic Vanilla), including content planning, event scheduling, category structure, roles, badges, permissions, and admin settings.
• Moderate and engage in community discussions to promote participation, maintain a positive tone, and ensure high-quality conversation.
• Build durable partnerships with Digital Customer Success, CSM teams, Product, Marketing, Lifecycle Marketing, Academy, Professional Services, and Support.
• Analyze and report on community metrics and member trends; use insights to improve content strategy, engagement planning, and platform structure.
• Maintain moderation workflows to ensure quick response to questions, re-routing posts as needed to Support, CSMs, or the broader community.
• Lead customer feedback loops and share key themes back to the Product and CS teams to influence roadmap and success programming.
• Evaluate and implement new processes, platform capabilities, integrations, or technologies that improve the scale, discoverability, and effectiveness of the Community experience.
• Represent the Community in cross-functional planning, product-launch readiness, lifecycle campaigns, and customer-journey design; serve as a trusted advisor on community strategy, content, engagement, and customer communications.

What Success Looks Like:

• The Community is launched with a clear roadmap, governance model, and measurement framework.
• Customers increasingly use Community as the central hub for trusted resources, education, peer connection, events, and feedback.
• Community is embedded in key stages of the customer journey, and cross-functional teams contribute consistently because ownership and standards are clear.
• Community insights and programs produce measurable improvements in engagement, adoption, self-service, customer loyalty, and the quality of customer feedback.

Experience:

• 5+ years of experience in customer community, digital customer success, customer marketing, lifecycle marketing, customer education, or a related B2B SaaS discipline.
• Demonstrated experience launching, relaunching, or significantly scaling an online customer community from strategy through adoption and ongoing optimization.
• Experience building a community content strategy tied to customer segments, lifecycle stages, product priorities, and measurable business outcomes.
• Track record leading complex, cross-functional programs with minimal supervision and influencing senior stakeholders across Customer Success, Product, Marketing, Education, Professional Services, and Support.
• Experience defining success measures, analyzing customer and program data, presenting recommendations, and using insights to guide investment and priorities.
• Experience working with RFXs or with Proposal Management Teams is a plus.
• Experience working remotely with international teams, demonstrating effective collaboration across time zones and cultures.

Knowledge & Skills:

• Advanced knowledge of customer-community strategy, digital engagement, content operations, member segmentation, and community-platform best practices.
• Strong strategic planning and project leadership skills, with the ability to turn an ambitious vision into sequenced priorities, clear decisions, and measurable execution.
• Excellent written communication skills, with an ability to shape tone and brand voice.
• Creative, entrepreneurial thinker with experience designing community content, campaigns, and event experiences.
• Proficiency in community analytics, reporting tools, and member segmentation.
• Highly organized and detail-oriented, with ability to manage multiple initiatives and community needs at once.
• Analytical and problem-solving skills, including the ability to identify patterns, test hypotheses, assess tradeoffs, and make evidence-based recommendations.
• Strong influence, negotiation, with the ability to align stakeholders and move work forward without direct authority.
• High-level presentation and relationship-building skills, including the ability to communicate complex ideas, workflows, performance trends, and strategic recommendations to senior audiences.
• Sound judgment, adaptability, and comfort making decisions in a fast-paced environment with evolving priorities and incomplete information.

Additional Information:

Responsive uses a market-based compensation philosophy. A candidate’s starting base salary will be determined by the specific responsibilities of the role, as well as job-related skills, experience, qualifications, location, and current market trends. For this position, the compensation range is $105,000–$125,000. Our recruiting team will provide details on the applicable range based on your location during the hiring process.

Responsive embraces a global flexible workforce model with offices in Dallas, TX, Kansas City, MO, Coimbatore, India and Dublin, Ireland. For this role, candidates located in Dallas, TX will be given priority consideration.

What We Offer:

401k with company matching

Unlimited professional development and ongoing learning through LinkedIn Learning Solutions

4 weeks of paid vacation, paid sick days, and paid bereavement

4 week sabbatical after 5 years of service

Mental Wellness Program (EAP) to support your well-being and self-care

Team events, such as happy hours, off-sites, and team building events

Best-in-class health benefits, company paid for employee and company contribution for family coverage