Senior Specialist - Customer Community
- Responsive
- 5 - 8 years
- Coimbatore
- 11 days ago
- Email to a friend
- Report this job
Job Description
About Responsive
Responsive (formerly RFPIO) is the global leader in strategic response management software, transforming how organizations share and exchange critical information. The AI-powered Responsive Platform is purpose-built to manage responses at scale, empowering companies across the world to accelerate growth, mitigate risk, and improve employee experiences. Nearly 2,000 customers have standardized on Responsive to respond to RFPs, RFIs, DDQs, ESGs, security questionnaires, ad hoc information requests, and more. Responsive is headquartered in Portland, OR, with additional offices in Kansas City, MO and Coimbatore, India. Learn more at responsive.io.
About the Role
As the Sr. Specialist - Customer Community at Responsive, you will be responsible for building and maintaining a vibrant, engaged customer community on our Higher Logic Vanilla platform. This role is central to Responsives long-term vision for Digital Customer Success. You will work cross-functionally with Digital Customer Success Program Managers, the Pooled CSM Team, Product, Marketing, Lifecycle Marketing, and Academy teams to shape a best-in-class community experience that delivers customer value, drives product adoption, and encourages peer-to-peer learning.
Reporting to the Manager of Customer Success - Digital, you will serve as the Community s primary voice and operational lead ensuring Responsive s customers feel informed, supported, and connected.
Essential Responsibilities
- Own all day-to-day operations of the Responsive Community platform (Higher Logic Vanilla), including content planning, event scheduling, category structure, roles, badges, permissions, and admin settings.
- Moderate and engage in community discussions to promote participation, maintain a positive tone, and ensure high-quality conversation.
- Collaborate with CSM SMEs, Digital Program Managers, and other stakeholders to amplify and curate the most helpful content, events, and discussions.
- Coordinate with Marketing and Academy teams to ensure community content aligns with product launches, lifecycle campaigns, certifications, and educational initiatives.
- Develop and execute strategies to increase membership, participation, and engagement across customer segments.
- Create newsletters, polls, badges, member spotlights, giveaways, and campaigns to strengthen user participation and loyalty.
- Analyze and report on community metrics and member trends; use insights to improve content strategy, engagement planning, and platform structure.
- Partner with Product, Professional Services, and Support to identify high-impact areas for content creation that help reduce ticket volume, improve onboarding, and encourage adoption.
- Maintain moderation workflows to ensure quick response to questions, re-routing posts as needed to Support, CSMs, or the broader community.
- Lead customer feedback loops and share key themes back to the Product and CS teams to influence roadmap and success programming.
What Else Youll Be Doing
- Collaborate closely with the Digital CS Program Managers to support full-lifecycle engagement, and incorporate Community into their digital programs.
- Partner with CSM SMEs and Customer Marketing to drive customer storytelling and thought leadership through community contributions.
- Identify opportunities for content or campaign crossover between the community and broader GTM-org strategy.
Education
-
- Bachelor s degree in computer science / information technology or a similar field
Experience
- 5-8+ years of experience in community management, customer marketing, digital customer success, or similar role in a B2B SaaS environment.
- Experience with Higher Logic Vanilla or comparable community platform (administration, analytics, engagement strategy).
- Track record of building and managing online communities, driving participation, and delivering member value.
- Familiarity working cross-functionally with CS, Marketing, Product, and Education teams.
- Experience visually and verbally demonstrating performance metrics, complex ideas, workflows, and reporting.
- Experience working with RFXs or with Proposal Management Teams is a plus.
- Experience working remotely with international teams, demonstrating effective collaboration across time zones and cultures.
Knowledge, Ability & Skills:
- Excellent written communication skills, with an ability to shape tone and brand voice.
- Creative thinker with experience designing community content, campaigns, and event experiences.
- Proficiency in community analytics, reporting tools, and member segmentation.
- Highly organized and detail-oriented, with ability to manage multiple initiatives and community needs at once.
- Data- and insights-driven, with a passion for learning what customers want and delivering it at scale.
- Enthusiastic collaborator with the ability to influence and coordinate across functions.
- Comfortable taking initiative, working independently, and owning outcomes end to end.
- Excellent personal time management skills with the ability to multitask and execute on competing priorities within a fast-paced startup environment.
- Research-oriented mindset with the ability to explore, test, and iterate quickly.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Marketing & CommunicationRole Category: Corporate CommunicationRole: Analyst RelationsEmployement Type: Full timeContact Details:
Company: ResponsiveLocation(s): Coimbatore+ View Contact
Keyskills: Computer science Content strategy analytics reporting customer marketing Time management Scheduling Information technology Operations Product marketing Reporting tools
Fraud Alert to job seekers!
₹ Not Disclosed
Similar positions
Responsive
About Responsive Responsive (formerly RFPIO) is the global leader in strategic response management software, transforming how organizations share and exchange critical information. The AI-powered Responsive Platform is purpose-built to manage responses at scale, empowering companies across the worl...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in