Community Growth & Success Manager

We're looking for a proactive and people-first Community Growth & Success Manager to support our client in building and nurturing their customer community. You'll be the bridge between the brand and its customers — ensuring satisfaction, driving engagement, and turning users into loyal advocates. Key Responsibilities The Community Growth & Success Manager is expected to perform the following: Key Responsibilities Serve as the primary point of contact for community members, addressing questions, concerns, and feedback with warmth and efficiency Onboard new customers and guide them through the product or service experience Monitor community health metrics and surface insights to internal teams Facilitate community discussions, events, and engagement initiatives Collaborate with the client's internal teams to resolve escalations and improve the customer journey Identify upsell and retention opportunities through proactive relationship management Maintain accurate records of customer interactions and outcomes Develop and execute community growth strategies, including content calendars, campaigns, and member spotlight initiatives to increase participation and brand affinity Track and report on key success metrics such as retention rates, NPS scores, and community engagement trends, presenting findings to stakeholders on a regular basis Manage and grow the brand's presence across social media platforms (Instagram, Facebook, LinkedIn, TikTok) by creating, scheduling, and publishing engaging content aligned with community goals Produce and edit short-form video content for community updates, campaigns, and announcements using tools such as CapCut or Adobe Premiere Monitor social media channels for comments, messages, and mentions — responding promptly and fostering meaningful two-way engagement with the audience Collaborate with internal teams to align social media efforts with broader community and marketing strategies, ensuring consistent brand voice across all channels