Head of Customer Community

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This role is available for the following location:
Preferable Location(s): London, United Kingdom of Great Britain and Northern Ireland | New York, United States of America | Florida, United States of America | Maryland, United States of America

Description:

At Memory we are developing products that improve how you work. As the world adjusts to flexible schedules, remote work, and multiple communication channels, we find people are distracted more and more by “busy” work. It’s becoming increasingly harder to cut through distractions and stay focused on important work that matters. We believe there is a better way to work… we believe in being Better Than Busy (BTB).


A key component to helping our customers be BTB is developing a community where they can learn, interact, and grow together. Our customers will go on a journey that requires ongoing education on our product and BTB best practices. They’ll need to engage with each other, our partners, and Memory employees. We’ll want to support them, guide them, and get them to promote our thought leadership to the world. And this is where you come in.


We need someone who knows what it takes to create a successful community based on thought leadership and customer engagement. You’ll team up and work closely with marketing to create a compelling resource that uses the inbound method to draw customers in. You’ll need to nurture their growth in becoming BTB and using our products, and in time create a BTB hub that reaches beyond our customers.


In addition to experience building communities, to be successful in this role you’ll need to be data driven as you’ll analyze customer behavior, optimize their experience in our community, and measure the impact it has on tens of thousands of users. You’ll also be responsible for operationalizing our community and ensuring we have the best tools and processes in place to manage the community and to ensure our customers have a top tier experience. This is a senior role with co-ownership of the community strategy with marketing and potential to grow into management as the community grows.


Responsibilities:

  • Partner with marketing to develop our customer community from scratch
  • Take ownership of our community platform and ensure we get the most from our tools
  • Own the customer side of our community – their portal, features within it, and customer engagement
  • Assist with customer content – curate existing content, work with CSMs to write up guides, etc
  • Gain adoption of our community by customers, prospects, and eventually the broader market
  • Analyze customer data to improve our community and understand our self-service customer segment
  • Drive down churn of our self-service customer segment


Requirements:

  • 3+ years experience working with customer communities
  • Technical proficiency with community platforms and able to manage the technology behind it
  • Proven track record of driving adoption of a community
  • Comfortable analyzing surveys, customer behavior, funnels, and other data
  • Good at communicating and partnering with other leaders around the organization
  • Strong customer centric thinking and approach to building a community
  • Alignment with Memory’s belief that the world can be Better Than Busy
  • Bonus: Experience working within a startup
  • Bonus: Experience with or exposure to behavioral science or psychology
  • Bonus: Experience with or exposure to progressive work culture (flex schedule, autonomy, wellbeing, etc.)


What we offer:

  • Work from our Pune office or remotely
  • Flexible working hours and complete ownership over your schedule
  • Autonomy as a master of your own work
  • A competitive compensation package and stock options in a fast-growing startup
  • Direct influence over where we’re heading - your voice will be heard
  • A diverse, inclusive, and high-performance culture