Community Manager

BigCommerce • Austin, TX

4d • Hybrid

About The Position

The Community Manager is the face and architect of Commerce’s customer community experience. You 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. This is a high-visibility, cross-functional role sitting at the intersection of Customer Success, Marketing, and Product. This role will report directly to the Director of Customer Marketing.

Requirements

• 3-5+ years of experience in community management, customer marketing in a SaaS or ecommerce environment.
• Proven track record managing and growing online communities across multiple platforms (community forums, Reddit, Facebook, or similar).
• Experience owning or contributing to a community platform migration or major relaunch.
• Familiarity with AI tools to streamline community workflows, from content drafting and moderation support to data summarization and member reporting.
• Strong program management skills you can run multiple workstreams simultaneously without dropping details.
• Excellent written and verbal communication; you write for customers, not just colleagues.
• Experience producing or managing webinars, virtual events, or customer education programs.
• Comfort with data you track community KPIs, report on them, and use them to make decisions.
• Collaborative by nature; you work well with Support, Marketing, Product, and Sales without needing a playbook for every handoff.

Nice To Haves

• Experience with community platforms such as Gainsight, or similar.
• Background in ecommerce or working with merchants/retailers.

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.
• 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 signups.
• 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.
• Own the Commerce Customer Awards from nominations and judging to promotion and recognition, amplifying customer success stories across the community and broader marketing channels.
• Coordinate the Customer Awards Ceremony and Dinner at Commerce Live.
• Measure the correlation between community participation and customer retention, benchmarking renewal rates and NRR of active community members against non-members to demonstrate the community's impact on churn reduction.
• Monitor early churn signals within the community, using disengagement indicators such as declining logins, reduced post activity, and unanswered support threads to flag at-risk accounts 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 to connect educational engagement directly to platform adoption and retention outcomes.
• Build and maintain a community health dashboard in partnership with Marketing Operations that surfaces KPIs across engagement, retention, and growth delivering regular reporting to leadership that frames community as a retention and customer lifetime value driver.

Benefits

• Compensation Transparency The national base salary range for this role is posted above in this job post. Final compensation will be determined based on factors such as relevant experience, skills, qualifications and geographic location. We also consider internal equity to help ensure fair and consistent pay practices across our teams. Where applicable, this role may also be eligible for variable compensation (such as bonus or commission), equity, and benefits in accordance with local policies. Details will be shared during the hiring process. We are committed to equitable and transparent pay practices that align to market data, internal equity, and individual contribution.
• Inclusion and Belonging At Commerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive. 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 and we will work with you to meet your needs. Learn more about the Commerce team, culture and benefits at https://www.commerce.com/careers/
• Protect Yourself Against Hiring Scams: Our Corporate Disclaimer Commerce, along with many other employers, has become the subject of fraudulent job offers to hopeful prospective job seekers. Be advised: Commerce does not offer jobs to individuals who do not go through our formal hiring process. Commerce will never: require payment of recruitment fees from candidates; request personally identifiable information through unsanctioned websites or applications; attempt to solicit money from you as part of the hiring process or as part of an employment offer; solicit money to complete visa requirements as part of a job offer. If you receive unsolicited offers of employment from Commerce, we urge you to be extremely cautious and avoid engaging or responding.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed