Community Manager

San Francisco, CA
Full Time
15Five is looking for a consummate relationship builder to join the Marketing team. The Community Manager will develop and manage customer programs that drive advocacy and deliver revenue results. The primary focus of the role is highlighting customer success and activating 15Five’s advocates through a variety of channels/campaigns that include: customer references, events, social media, customer stories, product launches, internal communications and PR.

Do you consider yourself a “people person?” Are you the type of person that loves connecting with others and sharing compelling stories? 15Five has a unique opportunity to expand our Marketing team in San Francisco, with this key role reporting to the Director of Marketing and working cross-functionally with Customer Success.

What you’ll do:
- Develop and lead ongoing customer advocacy programs across 15Five’s 1,600+ customer base
- Lead in-person customer engagement, speaking opportunities and events
- Develop and continually recruit new customer references
- Highlight customer success and thought leadership through the creation of case studies, videos and webinars
- Develop customer referral program that drives new leads for sales
- Lead and manage the Customer Advisory Board
- Deliver customers for briefing sessions and placements with analysts, media for PR, and references for sales
- Implement solution for management and internal access of customer reference data and content
- Manage social media presence and monitor for trends and conversations
- Create and manage online community to continually engage company advocates
- Track and analyze ROI for customer engagement and advocacy programs

Snapshot of your impact:
6 month mark
- Healthy pipeline of case studies and videos in the works to be published
- Customer reference program developed and internally launched
- Met with a number of customers and building relationships with key advocates
- Improved social media presence and engagement
- Set customer referral program strategy with stakeholders
- Identified ROI metrics for customer engagement advocacy programs with a clear system for tracking trends over time

12 month mark
- Consistent customer events schedule and clear strategy for engagement
- Trackable referrer channel ROI metrics
- Growing group of advocates and thriving online community
- Set Customer Advisory Board that meet consistently and provide product feedback throughout the year
- Customer references in all target industries that speak with media, prospects, and analysts
- Help increase NPS in collaboration with other teams

What you bring to this role:
- 3-5 years of experience in B2B marketing, preferably in a similar role at a startup with SaaS-based solutions
- A contagiously positive attitude
- Superior verbal, written and presentation skills
- Strong understanding of customers and how to create advocates for products
- Ability to work cross-functionally and influence different departments with recommendations
- Experience with customer reference solutions,, social media platforms and/or marketing automation software
- BA/BS degree, preferably in Communications or similar major

Who you are:
Energetic and optimistic: your energy is contagious, builds momentum and draws people in
Strong communicator: you have a knack for storytelling and can share it through a variety of content forms
Strong relationship builder: you know how to leverage the power of a network
Dynamic: you thrive in an agile environment and can work cross-functionally
Empathic: you go out of your way to ensure customers are heard
Strategic: you have experience turning ideas into action and able to show results

About 15Five
15Five is a leading performance management solution that is reinventing the way businesses bring out the best in people at work. Headquartered in San Francisco’s SOMA neighborhood, and offices in Raleigh and New York, the 15Five team comprises visionaries, dreamers and achievers that are helping to fulfill our vision of unlocking the potential of the global workforce. 15Five is backed by Point Nine Capital and Matrix Partners, and has more than 1,600 customers including HubSpot, MailChimp, Credit Karma, Spotify and Indeed.