About Responsive

About the Role

REMOTE IN DALLAS TX, PORTLAND, OR, SEATTLE, WA, SF BAY AREA,  or KANSAS CITY metropolitan area

The Sr. Customer Community Specialist will set the strategy and lead the re-launch, growth, and continuous evolution of the Responsive Customer Community. You will be responsible for establishing the Community as the central hub where customers can find trusted resources, learn from peers and Responsive experts, participate in events, share feedback, and take the next best step throughout their customer journey. This role is central to Responsive's long-term vision for Digital Customer Success. You will work cross-functionally with Sr. Digital Customer Success Program Specialist, the CSM Team, Product, Marketing, PS, and Academy teams to build cross-functional partnerships and processes required to make Community an integrated part of the customer journey.

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 Pooled Customer Success, you will serve as the Community’s primary voice and functional lead—ensuring Responsive’s customers feel informed, supported, and connected. You will lead complex initiatives, influence decisions across teams, and translate customer and business needs into scalable community programs.

Essential Functions

• Develop and own the vision, re-launch plan, roadmap, and success for the Responsive Customer Community, establishing it as the central hub for customer resources and connection.

• Lead the relaunch of the community from discovery through execution, including customer research, platform configuration, content readiness, governance, beta testing, go-to-market planning, adoption, and ongoing optimization.

• Build and execute a content strategy that connects customers to the right resources at the right time across onboarding, adoption, renewal and expansion.

• Create scalable programs that increase membership, participation, peer-to-peer learning, customer storytelling, and advocacy, including newsletters, polls, events, member spotlights, campaigns, and recognition programs.

• 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.

• Build durable partnerships with Digital Customer Success, CSM teams, Product, Marketing, Lifecycle Marketing, Academy, Professional Services, and Support.

• Analyze and report on community metrics and member trends; use insights to improve content strategy, engagement planning, and platform structure.

• 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.

• Evaluate and implement new processes, platform capabilities, integrations, or technologies that improve the scale, discoverability, and effectiveness of the Community experience.

• Represent the Community in cross-functional planning, product-launch readiness, lifecycle campaigns, and customer-journey design; serve as a trusted advisor on community strategy, content, engagement, and customer communications.

Knowledge & Skills

• Advanced knowledge of customer-community strategy, digital engagement, content operations, member segmentation, and community-platform best practices.

• Strong strategic planning and project leadership skills, with the ability to turn an ambitious vision into sequenced priorities, clear decisions, and measurable execution.

• Excellent written communication skills, with an ability to shape tone and brand voice.

• Creative, entrepreneurial 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.

• Analytical and problem-solving skills, including the ability to identify patterns, test hypotheses, assess tradeoffs, and make evidence-based recommendations.

• Strong influence, negotiation, with the ability to align stakeholders and move work forward without direct authority.

• High-level presentation and relationship-building skills, including the ability to communicate complex ideas, workflows, performance trends, and strategic recommendations to senior audiences.

• Sound judgment, adaptability, and comfort making decisions in a fast-paced environment with evolving priorities and incomplete information.

Qualifications

• 5+ years of experience in customer community, digital customer success, customer marketing, lifecycle marketing, customer education, or a related B2B SaaS discipline.

• Demonstrated experience launching, relaunching, or significantly scaling an online customer community from strategy through adoption and ongoing optimization.

• Experience building a community content strategy tied to customer segments, lifecycle stages, product priorities, and measurable business outcomes.

• Track record leading complex, cross-functional programs with minimal supervision and influencing senior stakeholders across Customer Success, Product, Marketing, Education, Professional Services, and Support.

• Experience defining success measures, analyzing customer and program data, presenting recommendations, and using insights to guide investment and priorities.

• 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

What We Offer:

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 compensation range is $105,000–$125,000.  Our recruiting team will provide details on the applicable range based on your location during the hiring process. 

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, 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