Community Success Manager Jobs

Our SaaS Company

At our company your talents will support our mission—to empower every human to work and live to their maximum potential and impact. A tech company has a soul; it has an unmatched energy that is nimble, creative, optimistic, and hyper-focused. We are looking to build out a team of high achievers who are trustworthy, honest, curious, confident, and who show integrity and humility.  

Our promise is to inspire you to be creative with your talent, confident and supported sharing your work. Together, we will create an atmosphere fostering a sense of connection and purpose.  

We are in search for a Community Success Manager who has held this title, or a similar title previously, and more specifically an individual who has experience growing a fast-paced scaling tech start-up. This person would be described as passionate to lead and be responsible for acquiring and maintaining relationships, keen to listen to feedback as our software is shared with the world, and create meaningful digital collaboration spaces. Ultimately, this candidate would be responsible to grow our presence as a company digitally through creating community-building activities such as forums, meetups, webinars, and conferences to foster knowledge sharing, and collaboration among community members. They will have a proven background and expertise in community management and dynamics, a desire to build community through meaningful connections and interpersonal skills.

Areas of Autonomy 

Create Community Collaboration Spaces

• Be familiar and be able to navigate and lead communities on: Linked In, Discord, Slack, University website forums, parent group spaces, Facebook, Reddit, TikTok.
• Drive and develop strategies to grow community through social media outreach, events, partnerships.

Grow Multiple Community Collaboration Spaces

• Create and curate valuable and relevant content for the community.
• Expand the community by attracting new members and increasing participation.
• Moderate forums to maintain a positive and constructive environment.
• Develop educational resources to enhance knowledge sharing online.
• Conduct live chat sessions for immediate engagement and support.
• Write and link blog posts to drive new member engagement.
• Host webinars to facilitate real-time interaction and learning.
• Share industry news and updates to keep the community informed.

Create & Maintain Community Leader Connections

• Engage with potential community leaders to understand their needs, introduce the company's products or services, and demonstrate the value proposition.
• Work within house development team to create our very own, Monogram, community collaboration space for our key stakeholders to find one another.
• Develop and foster connections with community leaders, influencers, ambassadors, and bloggers to enhance community engagement and visibility.
• Regularly communicate with community leaders to build trust and rapport, acting as the primary point of contact.
• Maintain strong relationships with leaders in the community, understanding their goals, and challenges.
• Support community leaders write content about Monogram, and our software.

Create & Maintain Integrity of Community Spaces

• Monitor community interactions and create processes to ensure Monogram handles all interactions consistently online.
• Establish and enforce community guidelines to maintain a positive and respectful environment.
• Encourage adherence to community guidelines and foster a culture of inclusivity and mutual respect.
• Answer questions on online forums and provide guidance to members regarding the Monogram concept.

Standard Responsibilities 

• Work with the Product team to help Marketing draft communications to inform the community about Product releases and business updates.
• Identify patterns, trends, and opportunities for improvement to serve the community more effectively and create better internal business processes.
• Collaborates closely with marketing to identify new business opportunities.
• Actively listen and understand community requirements and convey information clearly and persuasively with the Marketing and Product development team.
• Strong analytical skills to gather and interpret data related to community engagement.
• Effectively communicate the Monogram value proposition and our software to the community groups and core leaders.
• Act as a bridge between the community and the company, relaying feedback and suggestions to relevant internal teams.
• Updating, and maintaining the integrity of our CRM system.
• Be active individually on social media networks and platforms.

Experience 

• 3-5 years of experience in roles such as an Online Community Moderator, Social Media Management and or Content Creation, as well as Project Management roles.
• Degree in Communications, Business, Psychology/Sociology (or equivalent experience).
• Proven proficiency in using Microsoft Teams, Microsoft 365, project management tools and customer relationship management (CRM) systems.
• Significant experience with relationship management, and community building (focus on digital spaces).
• Preference for those who hold certifications such as: Community Management Certification, or Customer Success Manager Certification.
• Experience in the technical industry is advantageous, with experience in analytics and data analysis.

Qualities & Characteristics 

• Excellent people management skills.
• Excellent time management and multitasking abilities.
• Strong desire to have autonomy and be accountable for outcomes.
• Innate intellectual curiosity and joy for problem-solving.
• Strong technical aptitude, enthusiasm for technology, tech-savvy, and enjoys problem solving with technology.
• Thrives in a fast-paced environment.
• Naturally passionate about tech, and has an eye on the future of technology e.g. constantly reading tech news, interested in attending tech conferences, regular listener of tech-related podcasts.
• Love for leadership and team management.
• Thoughtful, rational decision-making skills, and thrives in making decisions.
• A burning passion to make a difference.

Job Details & Benefits 

• Planned global footprint with an international growth trajectory.
• Flexible vacation and holidays.
• Total compensation is dependent on experience with strong upside opportunities based on performance and corporate execution.
• Remote position with bimester in-person strategy meetings and team building in Edmonton, Alberta.

Closing & Application Process 

We are looking for you to bring expertise, experience, and creative solutions to push our company forward.  

The Community Success Manager contributes to the overall business development efforts and plays a pivotal role in driving revenue growth. It involves a combination of research, outreach, relationship-building, and collaboration with marketing teams to convert leads and maintain loyal, raving satisfied community groups.

After thousands of hours of listening to senior leaders in the professional services industry who have clearly defined a problem, we developed our MVP to help solve this problem. Beta testing is actively taking place. We have surrounded ourselves with a best-in-class partner and vendor group across Canada and are in the midst of developing our MMP (Minimum Marketable Product) with a 2023 release. We are looking to expand our team so we can better support existing clients and set up our business to scale internationally.  

To apply, please send your cover letter and resume to Danielle at [email protected]. While we appreciate all applications, only a short list of applicants will be contacted.