SaaS Customer Community Manager

Salary :

Depends on Qualifications

Location : Remote

Job Type : Full-Time

Remote Employment : Remote Only

Job Number : 00699

Department : Knowledge

Division : General

Opening Date : 09 / 17 / 2025

About

This is a fully remote role within the United States.

NEOGOV is a fast-growing SaaS leader in the Public Sector with a mission to serve the people who serve the people. Our clients use our software to manage their employee lifecycle from hire to retire by streamlining processes in our centralized platform. We are passionate about technology, focused on customer success, and have an entrepreneurial environment where innovation is encouraged and rewarded.

NEOGOV is one of the top 50 fastest growing private software companies in the U.S. - Sound like a company you'd like to join? We are looking for top talent to make significant contributions to our products, technology, and customers.

We are seeking a strategic, data-driven, and highly collaborative Customer Success Community Manager to lead our customer community initiatives. In this role, you will own and evolve the vision for our online community platform, transforming it into a thriving, customer-centric hub that supports product adoption, peer-to-peer learning, brand advocacy, and customer success.

What You Will do

Community Strategy & Leadership

Own the strategic roadmap for our customer community aligned to business goals, including growth, engagement, and operational metrics.

Define short- and long-term goals for the community, prioritizing activities that align with customer journeys and lifecycle stages.

Customer Engagement and Advocacy

Foster a vibrant and safe environment through consistent moderation, content seeding, recognition programs, and community standards enforcement.

Launch programs that drive member participation-such as challenges, AMAs, contests, leaderboards, and user spotlights.

Build and scale community enablement resources, ensuring members can easily navigate, contribute, and find value.

Design and manage programs that recognize top contributors, champions, and advocates.

Cross-Functional Collaboration

Partner with Product, Marketing, Customer Success, Support, and Knowledge teams to amplify community impact.

Act as the internal "voice of the community," ensuring customer insights are shared across teams to drive product innovation and enhance customer experience.

Support go-to-market initiatives by integrating the community into campaign strategies and launches.

Measurement & Reporting

Define and monitor KPIs for community health, growth, content engagement, and business impact (case deflection, NPS uplift, advocacy).

Prepare regular reports for leadership, providing actionable insights and recommendations based on community data.

Use analytics to iterate and improve community programs and platform design.

Content Strategy & Program Development

Develop and manage a content calendar tailored to our community, including webinars, tutorials, blog posts, and user-generated content that supports our users' needs and interests.

Plan and execute virtual and, when feasible, in-person community events such as Q&A sessions, product training, and user group meetups to foster stronger connections within the community.

Team Leadership & Mentorship

Lead a team of community content creators; coach, mentor, and support their growth.

Establish best practices, documentation, and scalable workflows that support operational excellence.

Who You Are

Passionate Customer Focus :

You're passionate about helping customers succeed and view community as a core driver of retention and satisfaction.

Operational Strategy :

You can develop vision and strategy while also executing day-to-day operations.

Growth Mindset :

You embrace feedback, iteration, and innovation.

What You Have

3+ years in community management, preferably within the SaaS or tech industry.

Demonstrated ability to build and grow online communities.

Demonstrated success in launching, scaling, and optimizing customer or product communities.

Proficient in community platforms like Gainsight, Khoros, or Higher Logic.

Working knowledge of HTML, CSS, basic JavaScript for customizing page layouts, styling, and content presentation.

Familiar with integrations between community platforms and CRMs (e.g., Salesforce), analytics tools, and support systems.

Ability to troubleshoot basic front-end issues and partner effectively with technical teams when needed.

Strong project management skills and ability to lead cross-functional initiatives.

Exceptional writing, facilitation, and interpersonal communication skills.

Analytical and data-literate; able to derive meaningful insights from community analytics.

Experience supervising employees, including setting clear goals and expectations and providing constructive feedback and mentorship.

Experience working with customer success, product, and marketing teams.

Bachelor's degree in Marketing, Communications, Business, or related field. Certifications in Community Management are a plus.

What NEOGOV Offers

Comprehensive Benefits package (medical, dental, vision, etc.) for full-time employees

Generous PTO to support work-life balance

Remote working opportunities

401K Matching

Autonomy to grow and find your career path with supportive leadership

12-week Paid Parental Leave

Inclusive and diverse environment

NEOGOV does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, protected military status, or other non-merit factors.

01

Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)?

No

Yes

02

Which customer community platforms have you worked with? For how long?

03

Do you have a certification in Community Management? Which one(s)?

04

In addition to community management, this is a people management role. Have you managed people and teams before?

05

Do you have any experience with Community and CRM platform integrations?

06

How do you typically measure the success of a community?

07

Do you have basic knowledge of HTML, CSS, JavaScript?

Yes

No

Required Question