Digital Customer Success Manager

Job Title: Sr. Community Manager  
Department: Marketing  

Location: Miami
Reports To: SVP, Community 

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Overview 

We are seeking an experienced Community Manager to lead the growth and daily operations of our online customer community. In this high-impact role, you’ll not only drive customer engagement but also play a key role in developing platform strategy—helping us evaluate, implement, and evolve the right technology to support a thriving digital ecosystem with scale. 

You’ll bring direct experience building community strategy from the ground up—aligning platform functionality with business goals, applying hands-on knowledge of what works (and what to avoid), and ensuring the community delivers measurable value to both customers and the organization. 

Key Responsibilities 

• Strategic Leadership Support: 
  Provide key guidance in developing and executing Kaseya’s community vision, roadmap, and success metrics. Use insights and experience to inform community architecture, content strategy, and engagement programs. 

• Platform Ownership & Strategy: 
  Lead platform evaluation and optimization efforts—recommend and implement new technology solutions or migrations based on evolving needs, proven best practices, and user experience. 

• Customer Engagement: 
  Leverage past success to drive peer-to-peer connection, product conversations, and member advocacy through curated discussion topics, recognition programs, and targeted campaigns. 

• Cross-Functional Alignment: 
  Partner with Product, Marketing, Support, and Customer Success teams to ensure the community aligns with company initiatives and surfaces actionable feedback. 

• Analytics & Insights: 
  Track KPIs like engagement rate, active members, case deflection, and feedback sentiment. Translate insights into strategic improvements and content recommendations. 

• Programs & Recognition: 
  Launch and manage ambassador or superuser programs to recognize top contributors and foster leadership within the community. 

• Governance & Moderation: 
  Maintain a professional, inclusive, and brand-aligned environment. Establish and enforce community guidelines. 

Required Qualifications 

• 3-5+ years managing B2B communities, with proven success in both strategy and execution. 

• Experience with platform selection, migration, or implementation—ideally within SaaS or tech environments. 

• Strong understanding of community platforms (e.g., Higher Logic, Khoros, Vanilla, Salesforce Experience Cloud, Discourse, etc.). 

• Excellent written and verbal communication skills. 

• Data-driven approach to measuring success and adapting strategies. 

• Collaborative mindset with experience working across teams and influencing without authority. 

Preferred Qualifications 

• Familiarity with IT, cybersecurity, or managed services audiences. 

• Experience launching a new community or revitalizing a legacy one. 

• Background in customer advocacy, customer marketing, or product enablement. 

• Experience managing global, multilingual, or partner-facing communities. 

Why Join Us? 

You’ll play a pivotal role in shaping a next-generation customer experience—empowering thousands of users to connect, learn, and grow. If you have a passion for strategic community-building and the technology that powers it, this is your chance to lead from the front.