Customer Community Manager

Barcelona / MadridMarketing & Partnership - Customer Experience /Full-time /HybridContentsquare is the all-in-one experience intelligence platform designed to be easily used by anyone that cares about digital journeys.
With our flexible and scalable platform, organizations quickly get a deep understanding of their customers' whole online journey.We are a global leader in the experience analytics space, having secured $1.4 billion in funding and expanded to 15 offices worldwide.
We're here to stay-and we're looking for team members that can help us further our growth.Our aim is to create an inclusive workplace where everyone learns and succeeds.
Contentsquare has built a community of individuals who are daring, understanding, and deliberate.
We invite you to join us in making the complex simpler-for our customers, their customers, and each other.Important note:
be careful of scammers pretending to be from Contentsquare.
We will never ask for money or contact you through random texts.
For more information, visit our careers blog.As a member of the Customer Success and Customer Marketing team the Community Manager has a clear goal; to help the company scale its Customer Success and engage all customer segments leveraging the online community space.
Strategize, organize content, run the community aiming to enable users, engage customers and transform them into advocates.
You will have the opportunity to contribute to Customer Success and Marketing's success by promoting self-organization, optimizing processes, and coordinating cross-team collaboration with high customer impact.You will coordinate the animation of the Contentsquare Community (+8000 members for customers); gamifying the experience and encouraging internal and external experts to participate, resulting in an increase in customer interaction and engagement.This will eventually enable customers to find the majority of answers to their questions through peers, which will result in:
Saving time to the customer success team (one to many vs one to one), resulting in improved efficiencyDriving more and valuable usage of the platform, resulting in improved retentionDriving more customer engagement to the brand, resulting in more stickinessContributing to upsell/xsell and NL pipe relying on customer advocacyWhat you'll do to achieve this:
Develop a content plan and editorial calendar in adequacy with both company and customer needs, showcasing new or existing revamped contentEngage online with customers and create a thriving environment for peer exchange Commit internally our teams (Customer Success, Product, Customer Marketing, etc) and internal experts to promote and participate in the communityImprove gamification and test new engagement techniquesProvide community feedback and communicate results to stakeholdersOptimize the community platform, leverage analytics and connect with What you need to suceed:
At least 1 year of work experience in community managementExcellent English communication skills; through written, verbal and presentations, which you use daily to bring clarity and influence at all levels without formal authority.
French is a plus.Action-oriented:
you proactively address issues by bringing in the right people for quick solutions, even if it falls outside your immediate responsibilities.Autonomous:
you can set your agenda and take initiatives without needing direction.Prior experience in the SaaS industry is preferred.Why you should join ContentsquareWe invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits.
We are always assessing the perks we offer to ensure we're aligned with the employees' needs.Here are a few we want to highlight:
• Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year- Work flexibility:
hybrid and remote work policies- Generous paid time-off policy (every location is different)- Immediate eligibility for birthing and non-birthing parental leave- Wellbeing and Home Office allowances- A Culture Crew in every country we're based in to coordinate regular activities for employees to get to know each other and bond outside of work- Every full-time employee receives stock options, allowing them to share in the company's success- We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts- And more benefits tailored to each countryWe are a 2024 Circle Back Initiative Employer - we commit to responding to every applicant.Contentsquare is an equal opportunity employer.
Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.Your personal data is used by Contentsquare for recruitment purposes only.
Read our Job Candidate Privacy Notice to find out more about data protection at Contentsquare and your rights.
You can exercise your rights by using our dedicated Data Subject Rights Portal here.
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