Customer Community Lead

Department: Marketing | Remote

About Us

At Teamwork, we pride ourselves on creating the best software, working with outstanding people, and going above and beyond for our customers. That excellence has been rewarded with thousands of amazing customers all across the globe and millions of users who sign in every day to trust us with getting their businesses organized and running productively.  We’re a company of action, full of triers and doers: we try things, we make mistakes, and we learn from them.

We are looking for a Customer Community Lead to join our Product Marketing team. As the Customer Community Lead, you will oversee the development, launch, and ongoing success for our Teamwork customer community. This is a unique experience in which you will have the opportunity to set the foundation for building our first customer community at Teamwork and drive forward an ongoing community strategy that scales. In this key new role, you will be working closely with Customer Success (CEG) colleagues and the Marketing and Sales teams to drive engagement that supports customer adoption, health, retention and growth. 

The ideal candidate is equal parts strategic owner and customer relationship manager. You are passionate about engaging with customers in an omni-channel world to inform, educate and evangelize on behalf of our customers and our platform. You will be responsible for inspiring our community of users, providing support, moderating user generated content, creating community content, and partnering with cross-functional teams to build and manage an exceptional customer community experience. 

About The Job

Community Strategy:

Drive the creation, implementation, and launch of the Teamwork customer community through our community platform Insided

Partner with the Product Marketing team to build a cohesive customer community and education program for our scaled customers: enabling them to adopt, grow, and scale with our platform

Work with several internal stakeholders and cross-functional partners in Customer Success (CEG), Sales, Support, and Product in order to align our community efforts with customer engagement and retention

Coordinate and strategize with marketing and CEG to deliver on customer advocacy, referrals and content programs Set KPIs and track key metrics and targets for customer adoption, engagement, health, renewals, growth and reference-ability within the community program

Community Management:

Review community comments and posts in a quick and timely manner

Respond to comments and be the liaison between internal teams in order to foster a positive community and add value to our customer’s experience

Relay community feedback to relevant internal stakeholders

Develop and drive an ongoing community content calendar: including the creation of blogs, knowledge articles and other customer success content based on ongoing community feedback and customer requests

Manage the content calendar to scale content and discussions in our communities to keep them active and valuable to our end users

Analyze traffic and relevant community metrics; report on community effectiveness ongoing Support go-to-market launches with customer community strategies

About You

3-5+ years experience in account management, community management, online marketing or equivalent with a focus on the customer experience

Bachelor’s degree with emphasis on communications, marketing, and business

Experience working in customer community platforms preferred (We use Insided!)

Demonstrated ability to deliver positive customer experiences

Proven experience effectively driving consensus across diverse teams in multiple departments, time zones, and functions with individual priorities

Strong analytical skills with the ability to own your metrics, perform analysis and derive insights to show program effectiveness

Strong passion for serving and understanding customers Experience in launching new and innovative ideas Strong relationship-building skills with extreme attention to detail

Dynamic, confident personality that is self-motivated and capable of working in a fast-paced, start-up environment

What You Can Expect

Working at Teamwork isn't like a normal job. We believe in hiring only the best and then looking after them like they deserve. On top of a great financial package, we do everything possible to make Teamwork a great place to work.

We believe in paying a competitive salary: earn what you're worth, with regular reviews. We’re committed to your long-term future at the company, and we’re passionate about helping you to improve and enhance your skills. You have unparalleled freedom in how you do your job. Spot something that needs improving? Off you go, make it happen.

You’ll be given only the very best equipment so that, whatever your role, you'll have the very best kit to help you do your best work. We're invested in your health and happiness. We offer full health insurance and income protection to all our employees, so you can rest assured that you and your loved ones will be taken care of, no matter what happens.

We take work-life balance very seriously: we’ll set you up with a subsidized gym membership at the gym of your choice.

Join the journey at Teamwork.

Teamwork is an equal opportunities employer.

Submit your application

We would be delighted to hear from you!