Community Manager

Commerce•Austin, TX

5d•Hybrid

About The Position

Welcome to the Agentic Commerce Era At Commerce, our mission is to empower businesses to innovate, grow, and thrive with our open, AI-driven commerce ecosystem. As the parent company of BigCommerce, Feedonomics, and Makeswift, we connect the tools and systems that power growth, enabling businesses to unlock the full potential of their data, deliver seamless and personalized experiences across every channel, and adapt swiftly to an ever-changing market. We believe in harnessing AI responsibly to unlock new possibilities, and we’re looking for individuals who use it intentionally to solve problems, accelerate outcomes, and expand what’s possible in their role. Our purpose is to help businesses confidently solve complex commerce challenges so they can build smarter, adapt faster, and grow on their own terms. If you want to be part of a team of bold builders, sharp thinkers, and technical trailblazers who shape the future of commerce, this is the place for you. 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.

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