Customer Marketing Lead, Community

Glean•San Francisco, CA

5h•$160,000 - $215,000•Hybrid

About The Position

Glean is seeking a Customer Marketing Lead, Community to build, grow, and humanize our customer community, the Gleaniverse. In this role, you will own the day-to-day experience of our admins, champions, and power users across our community channels and customer email comms, turning them into an engaged network that drives product adoption, peer-to-peer learning, and customer advocacy. You’ll design and run programs that connect customers to each other and to Glean, create clear feedback loops into Product and Marketing, and make our community a strategic engine for retention and growth. This is a highly cross-functional, visible role for someone who loves working with customers and bringing structure to a fast-growing, AI-first environment.

Requirements

8+ years of experience in community management, customer comms, customer experience, or a closely related role in B2B SaaS, preferably with ownership of a customer or admin community.
Strong program builder who can design, launch, and iterate on customer engagement programs, events, and customer communications, balancing strategy with hands-on execution in a fast-paced environment.
Exceptional written and verbal communicator, comfortable drafting clear, on-brand copy, presenting to customer audiences, and engaging confidently with both end users and executive stakeholders.
Highly organized and detail-oriented, able to manage multiple programs, calendars, and stakeholder needs while maintaining a consistent, high-quality community experience.
Collaborative and customer-obsessed, with a track record of working cross-functionally with Marketing, Product, Customer Success, and Support teams to deliver shared outcomes.
Comfortable learning and championing AI products; you’re curious about how customers use AI at work and excited to translate their stories and workflows into community programs.
Basic comfort with analytics to monitor and report on performance.

Nice To Haves

Experience with Gradual and Sendgrid preferred

Responsibilities

Own the day-to-day customer engagement strategy for the Gleaniverse, including programming, content, and moderation that keeps admins and power users active, informed, and connected.
Design and run community programs (office hours, webinars, cohort sessions, spotlights, AMAs) that help customers discover new use cases, deepen product expertise, and accelerate adoption.
Partner closely with Customer Success, Product Marketing, and Support to translate roadmap updates, launches, and best practices into clear customer email communications, community posts, and scalable enablement.
Create and maintain community playbooks, guidelines, and an internal “community toolkit” so Sales, CS, and Marketing can easily plug into community programs and request campaigns or announcements.
Build feedback loops from the community into Product and GTM teams, turning questions, feature requests, and success stories into inputs for roadmap, content, and customer marketing.
Define and track core community health metrics (membership, user engagement, program participation, impact on adoption) and use these insights to refine programming and prove business impact over time.