Community Development Manager

Duties And Responsibilities

• Develop and execute the strategy for Imprivata’s customer community to drive engagement, advocacy, retention, and measurable business value.
• Evolve the Salesforce Experience Cloud community into a premier destination for customer learning, collaboration, support, and networking.
• Define, track, and report on KPIs, dashboards, and analytics to measure community growth, engagement, satisfaction, and business impact.
• Design and deliver customer onboarding, recognition, advocacy, and engagement programs that encourage participation and knowledge sharing.
• Build and nurture relationships with customers, champions, advocates, and community leaders to foster a thriving global community.
• Manage community content, educational resources, campaigns, forums, and user groups in partnership with cross-functional teams.
• Plan and execute virtual and in-person customer engagement programs, including webinars, meetups, user groups, and Imprivata Connect.
• Establish governance, operational processes, and best practices to ensure a scalable, high-quality community experience, partnering with Customer Success to maintain timely engagement.
• Collaborate with Product, Customer Success, Sales, Marketing, Support, and Engineering to align community initiatives with business objectives and customer needs.
• Gather, analyze, and communicate customer feedback to support Voice of the Customer initiatives, product improvements, and strategic decision-making.
• Stay current on industry trends and emerging technologies, identifying opportunities to leverage AI, automation, and digital tools to enhance community experiences.

Qualifications

• Bachelor’s degree in Business, Marketing, Communications, Information Technology, or a related field with 5+ years of relevant experience, or 7+ years of equivalent professional experience.
• Proven experience building, growing, and managing customer or technical communities with Salesforce Experience Cloud or similar community engagement platforms.
• Demonstrated success developing community strategies and programs that drive customer engagement and measurable business outcomes.
• Strong project management, communication, and stakeholder management skills, with the ability to influence and collaborate across cross-functional teams.
• Data-driven mindset with experience analyzing engagement metrics and translating insights into action.
• Highly organized, self-motivated professional who thrives in a fast-paced environment and is passionate about customer engagement and advocacy.
• Experience managing technical, healthcare IT, customer advocacy, customer marketing, or customer success programs.
• Experience developing customer champion, ambassador, advisory board, or similar engagement programs.
• Knowledge of community engagement best practices, member lifecycle management, and event planning for virtual and in-person experiences.
• Community management certification (CMX, Community-Led Growth, FeverBee, or similar) preferred.

Pay

This position offers a total compensation range of $136,000.00 to $146,000.00 (inclusive of base salary and variable compensation, such as bonuses and incentives).