Customer Community Manager

Job Description
About Us
HiBob is a fast-growing, global HR platform helping mid-sized businesses transform how they manage and engage with their workforce. Since 2015, we've supported over 3,000 companies worldwide, including names Airtasker, Fiverr, Go Cardless and VaynerMedia. At HiBob, we pride ourselves on creating exceptional work experiences for our employees, who we affectionately call "Bobbers."
Come and be yourself with us!
Being a Bobber means bringing your whole self to work-whether you're bubbly, shy, funny, bold, or something in between. We want you to feel confident to do your best work here.
About the role
HiBob is looking for a strategic, technical, and hands-on Customer Community Manager to lead the next stage of our digital customer community. This role is central to our scaled customer success and marketing strategy, serving as a key product specialist to operationalize education, onboarding, and self-service at scale through our customer community platform.
Reporting into Customer Marketing , you'll bridge Product, CS/CX, and Marketing to design and scale technical programs that empower customers to adopt, configure, and get the most out of the Bob platform. Your work will focus on embedding the community into the customer lifecycle to drive efficiency, improve time to value, reduce inbound support volume through ticket deflection, and surface insights that inform product strategy.
You'll collaborate closely with Product, Customer Success, Enablement, and CX teams to align on success milestones, build targeted experiences by persona and segment, and ensure the community delivers scalable customer value across onboarding, support, and product education.
Job Requirements

• 3+ years of community management experience, preferably in B2B SaaS with a focus on customer success at scale.
• Proven success designing and executing scaled engagement strategies that drive product adoption, customer enablement, and advocacy.
• Experience segmenting audiences and delivering personalized community programs for different customer sizes and user roles.
• Strong project management, stakeholder alignment, and cross-functional leadership experience (across CS, Product, Marketing).
• Familiarity with community platforms and CRM systems such as Gainsight, Salesforce, Zendesk, and digital engagement tools.
• Analytical and results-driven; able to track success metrics, iterate programs, and clearly articulate impact.

3+ years of community management experience, preferably in B2B SaaS with a focus on customer success at scale.

• Proven success designing and executing scaled engagement strategies that drive product adoption, customer enablement, and advocacy.
• Experience segmenting audiences and delivering personalized community programs for different customer sizes and user roles.
• Strong project management, stakeholder alignment, and cross-functional leadership experience (across CS, Product, Marketing).
• Familiarity with community platforms and CRM systems such as Gainsight, Salesforce, Zendesk, and digital engagement tools.
• Analytical and results-driven; able to track success metrics, iterate programs, and clearly articulate impact.

Job Responsibilities
Own product engagement and feedback loops through digital community

• Lead product-focused community communications, including release notes, roadmap previews, feature spotlight threads, and product-specific AMAs.
• Manage beta programs and feedback workflows in collaboration with Product to capture early insights and validate new features through the community.
• Own digital feedback loops that turn community input into actionable product insights.
• Monitor product usage discussions and community behavior to surface trends that inform roadmap, support content, and CX priorities.
• Reduce ticket volumes through proactive identification of recurring product issues and support themes , addressing them via community content.

Drive scaled customer success via community programs

• Partner with CS, CX, PS, and Solutions Architects to design and embed scalable, product-focused community programs that support onboarding, education, and long-term adoption-driving measurable outcomes tracked through adoption, retention, and customer health KPIs.
• Build and integrate product-focused engagement strategies by segment (SMB, MM, ENT) and persona (HR users, finance users, payroll users), into the broader customer journey.
• Own structured, product-aligned programs such as the Customer Advisory Board, Advisory Partners Hub, and user groups , designed to gather strategic input, validate feature development, and deepen platform knowledge across partners and cohorts.
• Coordinate with Product Enablement and CS to ensure the community complements the help center, technical documentation, and knowledge base.
• Identify upsell signals and support AI system integration to implement engagement triggers informing upsell workflows.

You'll thrive in this role if you:

• Bring a strategic mindset with experience translating community engagement into business impact across CS, Product, and Marketing.
• Have a strong understanding of scaled customer success models, how community fits into digital-first customer journeys, and are AI-savvy.
• Are motivated by growing programs and creating personalized experiences across segments and personas.
• Are proactive and iterative, comfortable building structure/strategy in ambiguity and working cross-functionally in a fast-paced environment.
• Have excellent communication and analytical skills, with a track record of driving adoption and feedback via digital programs.

Benefits
HiBob is a village filled with amazing people and we're especially proud of that. It's a place where Bobbers can be themselves. We're about fun, dreams, hopes and ambition, just as much as we are about precision, growth, and top performance. Becoming a Bobber means you'll receive competitive compensation, benefits, and pre-IPO equity alongside all of this:

• Company share options plan - every employee can eventually become a shareHolder
• Cash allowance for health insurance
• Annual vision allowance
• Annual Headspace subscription and wellness benefits
• Travel support (cycle scheme and season ticket loans)
• Hybrid working from day 1
• Work from home allowance - to get your home office set up!
• Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment)
• Bob balance days - Enjoy a company-wide long weekend at the beginning of each quarter
• 2 Social Impact days per year for volunteering
• Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme
• Pension scheme auto-enrolment from day 1
• Fun company and team social events (locally and virtually with our global teams)
• We love birthdays - take the day off and receive a special gift
• If this sounds like something you've been looking for, we'd love to have you. Come on, join our village!

***Learn about HiBob's hybrid working model ***