Community Manager

Job Overview Commerce is an AI-driven ecosystem powering BigCommerce, Feedonomics, and Makeswift. The Community Manager will own and grow our customer-facing communities across platforms, lead a major platform migration, and launch programs that drive awareness, adoption, and customer retention. Responsibilities Own day-to-day management of Commerce's customer communities, including the Support Community, Reddit, and Facebook. Set and execute the community strategy to drive engagement, registrations, and member growth. Moderate, facilitate, and foster meaningful conversations that support customers and showcase the Commerce brand. Lead the end-to-end migration from the current Salesforce-based community platform to a new community system including vendor evaluation, stakeholder alignment, technical coordination, content migration, and member communications. Define and own the post-launch roadmap for the new platform, campaign, and event activation plan. Plan and execute a Commerce Community Campaign to drive awareness and new registrations across channels. Represent the community at Commerce events, trade shows, and partner activations driving on-site and post-event sign‑ups. Build scalable programs to convert event attendees and new customers into active community members. Launch and manage a new customer webinar program designed to drive product adoption and deepen customer engagement with the BigCommerce platform. Own content planning, speaker coordination, promotion, and post‑event follow‑up for webinars. Own the Commerce Customer Awards program and coordinate the awards ceremony and dinner at Commerce Live. Measure community impact on customer retention, benchmarking renewal rates and NRR of active community members. Monitor early churn signals within the community and partner with Customer Success for proactive outreach. Report on webinar and event program performance including attendance rates, repeat attendees, and post‑session product adoption metrics. Build and maintain a community health dashboard in partnership with Marketing Operations. Qualifications 3–5+ years of experience in community management or customer marketing in a SaaS or e‑commerce environment. Proven track record managing and growing online communities across multiple platforms. Experience owning or contributing to a community platform migration or major relaunch. Familiarity with AI tools to streamline community workflows. Strong program management skills and ability to run multiple workstreams simultaneously. Excellent written and verbal communication; writes for customers, not just colleagues. Experience producing or managing webinars, virtual events, or customer education programs. Comfort with tracking community KPIs, reporting on them, and using data to make decisions. Collaborative nature; works well with Support, Marketing, Product, and Sales without needing a playbook for every handoff. Nice to have: experience with community platforms such as Gainsight or similar. Nice to have: background in e‑commerce or working with merchants/retailers. Compensation Pay transparency: $70,040.00 – $118,450.00 (national base salary range). Final compensation will be determined based on relevant experience, skills, and location. Inclusion and Belonging Commerce is an equal opportunity employer. We celebrate the unique histories, perspectives, and abilities of every employee. We are committed to creating an inclusive and accessible hiring experience for all candidates. If you require accommodations or adjustments at any stage of the recruitment process, please let us know so we can meet your needs. #J-18808-Ljbffr