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Vitally is looking for a passionate Community lead to build new community programs and drive engagement. As both the ‘voice of Vitally’ and the ‘voice of the Vitally customer’ you will set the tone for external facing communications. You will cultivate a deep understanding of the psychology and needs of our ideal customers, stay up-to-date with the latest industry trends, and facilitate communication and engagement with both Vitally users and Customer Success professionals at large.

The Community Lead will report to the Head of Growth.

Responsibilities

• Develop and Execute Product Community Strategy
• Develop and Execute ‘Community of Practice’ Strategy
• Engagement Strategy for 3rd party communities
• Organize and build CAB
• Be the Community champion, serving as the face of the community, whether online or at physical events, and evangelize about what the community can do to help our audience.
• Design and execute marketing campaigns to drive growth and membership.
• Build educational resources to help a growing community of Customer Success professional better achieve their personal and professional goals, as well as success with the Vitally platorm
• Develop programs to onboard and educate target communities including workshops, events, and marketing campaigns
• Solicit and moderate community-driven content and help surface great user-driven stories to the wider community.
• Identify community leaders and empower them to add more value to the community.
• Articulate and share Customer Success best practices to help maximize onboarding, retention, and growth, and user retention.
• Establish a framework for getting feedback from the community, using these insights to improve the community.
• Monitor and report on community KPIs.
• Identify and add value to Customer Success, PLG, and B2B SaaS communities
• Track and analyze community growth metrics to ensure engagement, retention, and satisfaction
• Seek out, organize, and contextualize feedback from Customer Success professionals. Use this feedback to create better educational and marketing materials for our community
• Create, facilitate, and scale User Generated Content (UGC) opportunities, including Vitally templates
• Actively listen to customers, address concerns, demonstrate an authentic social presence, and maintain productive partnerships with consumers

The Ideal Candidate…

• Is empathic and charismatic
• Has great listening skills
• Is curious about what makes people tick
• Loves making personal connections and networking
• Thrives on bringing others together
• Takes customer-centric approach to brand building

Requirements

• 3+ years experience in B2B community and/or partner marketing
• Experience of creating a community strategy from the ground up
• A proven track record of success creating and growing a B2B SaaS community
• Outstanding written and verbal communication skills
• Demonstrable content creation skills.
• Excellent presentation skills

Bonus: experience in the CS space is a plus, but not required

Vitally is a Customer Success platform built for strategic and proactive CS teams looking to easily prevent churn and retain (and identify) their best customers. Some of the best CS teams at companies like Zapier, Segment, and Productboard trust Vitally to unify their customer data. We make it possible with our powerful analytics dashboards, intuitive automations, and project management tools that all together make their customer data collaborative, measurable, and actionable for all key stakeholders-- from CSMs to CEOs.

We’re a high-growth, VC-backed startup who, at the end of the day, are looking to onboard people who want to have a profound impact on both the business and their own career. How? Working together to build the future of Customer Success.

If you get excited about ownership, autonomy, impact, and quality output -- then we’re excited about you. We’re not here to hold your hand, but we’re here to build a great product together.

• Competitive Salary: We offer a competitive salary given both your experience as well as location (we know some places cost a lot to live!) The base salary starts at $130,000/year and increase based on segment, location, and skillset.
• Equity: We want every team member invested in the company’s success and are happy to be generous with equity.
• Benefits:
  • 100% of health/dental/vision insurance premiums covered by us for you, your partner, and your dependents.
  • 401k with a company match.
  • Commuter benefits.
  • Unlimited PTO with a minimum we require you to take off. Please relax and recharge!
  • Flexible work hours and work-from-home policy.
  • WFH stipend to ensure your work environment meets your standards wit (i.e. laptop, monitor, etc).
  • Education stipend.
• Culture: We are committed to a productive and respectful work environment. Culturally, the team is extremely collaborative, friendly, fun, hard-working, intelligent, and mature. That said, while we're young and scrappy as a team, we don't believe in building a startup cult. We like each other, we support each other, we're a focused team that busts our asses at work, and we enjoy hanging out from time to time-- but we enjoy having our own lives outside of Vitally.
• Career path: Not only will you learn a ton in this role, but since we're a small team, there will be plenty of promotion and growth opportunities ahead.