Customer Community Manager

This is a fully remote position, open to applicants in Spain.

📋 Description

• Oversee the development, strategy, and launch of PVcase’s customer community platform from inception.

• Design and implement an engagement strategy to enhance community adoption, activity, and sustainable growth.

• Collaborate with Customer Success, Customer Enablement, Support, and Marketing to align community objectives with broader customer engagement and advocacy efforts.

• Curate, moderate, and manage daily interactions within the community to ensure relevance, accuracy, and consistency in tone.

• Generate and disseminate compelling community-centric content such as discussion prompts, customer testimonials, polls, and event summaries that encourage collaboration and peer-to-peer interaction.

• Develop initiatives to recognize and elevate customer advocates and key contributors.

• Track community metrics (engagement, growth, deflection rate) and report on essential performance indicators.

• Enforce and maintain moderation policies to ensure adherence to brand and data governance standards.

• Oversee the integration of the community platform with existing systems (CRM, knowledge base, marketing automation).

• Collect and communicate customer feedback trends to Product and Customer Success leadership to inform roadmap decisions.

• Comprehend the nuances and optimize our customer community content with large language models, AI, and bots in consideration.

⛳️ Requirements

• Preferred backgrounds in Solar or Engineering.

• Proficiency in additional languages beyond English is preferred (German, Spanish, Italian).

• Experience in startup or scale-up environments is preferred.

• 3–5 years of experience in community management, customer marketing, or customer success.

• Demonstrated experience in launching or scaling an online customer or user community (preferably B2B SaaS).

• Strong grasp of digital engagement strategies and customer lifecycle management.

• Exceptional communication skills with the capacity to build trust and engage diverse audiences.

• Experience collaborating cross-functionally with Customer Success, Support, Product, and Marketing teams.

• Familiarity with community or engagement platforms (e.g., Higher Logic, Gainsight, Khoros, Insided, or similar).

• Data-driven approach with the ability to assess metrics and convert insights into actionable strategies.

• Strong organizational and project management capabilities; adept at handling multiple priorities independently.

• Familiarity with advocacy, referral, or ambassador programs is an advantage.

• Excellent communication and presentation skills to effectively engage both technical and non-technical stakeholders.

• Preferred proficiency in customer relationship management (CRM) software such as Gainsight or Salesforce, along with other relevant tools.

🏝️ Benefits

• Flexible benefits package, tailoring perks to align with your unique preferences.

• Option for unlimited remote work or the opportunity to work from our vibrant offices in Vilnius, Kaunas, or Barcelona.

• Flexible working hours to balance your personal and professional commitments.

• Half-day Summer Fridays.

• Comprehensive training and onboarding program for a smooth transition.

• Exclusive opportunities to work with international markets.

• Competitive and steadily increasing salary that acknowledges and rewards your commitment.

• Regular in-office and after-hours events with colleagues.

• Opportunities to participate in international training programs.

• Internal transparency regarding company performance and salary structure, fostering a culture of trust and collaboration.

• Additional paid vacation days, including ones for birthdays, volunteering, and other special occasions.

• Immigration-related employment benefits, such as visa sponsorship, are not available for this position.