Customer Community Specialist

About Responsive

About the Role

REMOTE IN DALLAS TX, PORTLAND, OR, or KANSAS CITY metropolitan area

As the 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 Responsive's 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 Director of Customer Success, Scale, you will serve as the Community’s primary voice and operational lead—ensuring Responsive’s customers feel informed, supported, and connected.

Essential Functions

• 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.

• Collaborate closely with the Digital CS Program Manager to support full-lifecycle engagement and incorporate Community into our 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.

Knowledge & 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.

Qualifications

• 2-5 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.

Additional Information

Responsive uses a market-based compensation philosophy. A candidate’s starting base salary will be determined by the specific responsibilities of the role, as well as job-related skills, experience, qualifications, location, and current market trends. For this position, the base salary range is $75,000–$85,000. Our recruiting team will provide details on the applicable range based on your location during the hiring process. Please note that this range covers base salary only and does not include bonuses, equity, or benefits. 

Responsive embraces a global flexible workforce model with offices in Dallas, TX, Kansas City, MO, Coimbatore, India and Dublin, Ireland. For this role, candidates located in Dallas, TX will be given priority consideration.

In addition to a competitive compensation package, Responsive also offers the following benefits:

📈 401k with company matching

📚 Unlimited professional development and ongoing learning through LinkedIn Learning Solutions

🏝 4 weeks of paid vacation, paid sick days, dedicated paid COVID days, and paid bereavement

✈ 4 week sabbatical after 5 years of service

🍀 Mental Wellness Program (EAP) to support your well-being and self-care

🍹 Team events, such as happy hours, off-sites, and team building events

❤️ Best-in-class health benefits, company paid for employee and company contribution for family coverage

Our Values:

Delight customers

We’re lucky to partner with the world’s biggest brands and best customers. They all play an integral role in mapping our future. When it comes to listening and solving their biggest challenges, we’re Responsive.

Be agile & nimble

At Responsive, our people, products and processes are constantly evolving. Our simple formula is to be agile and nimble. We’re not afraid to try something new or pivot when we see a better solution.

Get it done

Whether it’s adding a new feature, onboarding a new customer, or crafting a solution that adds extra value — we’re all motivated to get it done. GID is one of our core tenets and impacts everything we do.

Give back time

Efficiency is central to our company spirit, because finding ways to focus on what’s most important is essential to our innovation. We also truly care about what really matters to our customers and teams.

S4

We have a simple saying, “If you see something, you say something (S4).” At Responsive, we celebrate people who are critical, thoughtful thinkers who just want to make things better. Here, your input matters.

At Responsive, our values are the foundation of who we are—and we’re equally committed to cultivating a diverse and inclusive culture that reflects and respects the richness of our global community. We welcome individuals of all backgrounds, including different cultures, ethnicities, ages, races, national origins, genders, sexual orientations, religions, and abilities, to apply for our open roles. If you share our commitment to an inclusive workplace and believe you’d thrive on our team, we’d love to hear from you!