Customer Marketing/Community Manager
Community Manager will launch, manage, and champion Basware’s customer community, ensuring it becomes a vibrant, self-sustaining network. This role will drive customer-to-customer engagement via digital and in-person activities; surfacing new advocates, building scalable engagement models, and strengthening the wider customer base. This role requires a proactive, collaborative individual who builds strong cross-functional relationships, adapts quickly to change, and seeks continuous improvement to deliver meaningful outcomes for our customers and the business. Key Responsibilities
- Community Strategy & Operations
- Launch and oversee the NextGen community, managing onboarding, guidelines, and daily operations.
- Develop and execute an internal and external engagement calendar (digital touchpoints, roundtables, annual events).
- Curate and publish content tailored to customers’ value journey with Basware.
- Support execution of regional customer demand generation activities
- Advocacy Enablement
- Identify and nurture advocates within the community, creating pathways into the broader advocacy program.
- Surface stories, reviews, and testimonials to support case studies, referencesand other advocacy content.
- Implement recognition programs that celebrate active customer contributors.
- Engagement & Measurement
- Provide easy-to-use channels for customers to connect, learn, and share best practices.
- Track community health (growth, participation, content contributions).
- Report on advocacy outcomes to Marketing Management team (reviews, testimonials, advocates activity).
- Cross-Functional Collaboration
- Partner with Customer Success to embed community activity into customer journeys.
- Support Sales with light-touch advocacy content (quotes, peer stories).
- Work closely with the Advocacy Manager to align messaging and feed the advocacy pipeline.
- Proven success in community management, customer engagement, or customer marketing, with 2+ years of experience in B2B SaaS environments.
- Demonstrated ability to design and execute customer journey programs focused on value realization, engagement, and retention.
- Skilled in facilitating peer-to-peer engagement and building scalable programs that drive advocacy and measurable business outcomes.
- Strong analytical capabilities; experienced in using digital tools and platforms like Salesforce, HubSpot, and ON24 to measure engagement, optimize workflows, and report on performance.
- Excellent written communication skills, with a track record of crafting messaging that resonates across customer segments and regions.
- Data-driven approach with experience reporting on engagement metrics, advocacy pipeline, and campaign ROI.
- Proactive, service-oriented mindset with strong organizational skills and the ability to manage multiple initiatives simultaneously.
- Flexible and adaptable; thrives in dynamic environments and comfortable navigating change and shifting priorities.