Customer Success & Community Manager

This role is for one of Weekday’s clients
Salary range: Rs 400000 - Rs 600000 (ie INR 4-6 LPA)
Min Experience: 4 years
Location: Bengaluru
JobType: full-time

We are looking for a passionate and proactive Customer Success & Community Manager to join our growing team. In this role, you will be responsible for owning the customer lifecycle, ensuring satisfaction, retention, and growth of our user base, while also building a strong and engaged user community around our brand. You will act as the bridge between our customers and internal teams, advocating for user needs while promoting product adoption and brand loyalty.

Key Responsibilities:

Customer Success:

• Serve as the main point of contact for a portfolio of customers, ensuring successful onboarding, adoption, and ongoing satisfaction.
• Drive value for clients by helping them achieve their goals through our product or service.
• Analyze customer usage patterns and proactively identify risks and opportunities.
• Develop success plans tailored to each customer segment.
• Conduct regular check-ins, QBRs (Quarterly Business Reviews), and feedback sessions to ensure alignment and satisfaction.
• Work closely with Product, Sales, and Support teams to resolve customer issues, escalate concerns, and improve overall user experience.
• Own KPIs related to customer health, retention, NPS, and upsell/cross-sell.

Community Management:

• Build and scale a vibrant and engaged customer community, including forums, events (online/offline), webinars, and discussion groups.
• Design and implement community programs that encourage peer-to-peer learning, product evangelism, and brand loyalty.
• Moderate conversations, respond to community questions, and ensure a safe, inclusive, and engaging environment.
• Identify and empower key advocates and influencers within the community.
• Gather community insights and sentiment to help guide product development and marketing initiatives.
• Partner with Marketing and Content teams to amplify community stories, testimonials, and case studies.

Required Skills & Qualifications:

• 4+ years of experience in customer success, community management, or related roles, preferably in SaaS or technology-driven companies.
• Excellent communication, interpersonal, and presentation skills.
• Proven ability to build long-term relationships with customers and influence without authority.
• Experience with CRM systems (e.g., Salesforce, HubSpot), customer success platforms (e.g., Gainsight, Totango), and community tools (e.g., Discourse, Slack, Discord).
• Strong problem-solving skills, with a customer-first mindset and a passion for helping others succeed.
• Ability to manage multiple projects, stakeholders, and priorities in a fast-paced environment.
• Analytical mindset with the ability to interpret data, track performance metrics, and make informed decisions.

Preferred Qualifications:

• Experience working with online communities, brand ambassador programs, or user groups.
• Familiarity with customer journey mapping and lifecycle marketing.
• Exposure to tools like Intercom, Zendesk, Notion, or similar.
• A background in product-led growth or customer education is a plus.