Manager, Customer Community & Education

Vitally•,

2d•$130,000 - $150,000•Remote

About The Position

Vitally is seeking a Manager, Customer Community and Education to lead its customer community on Circle and its customer education and programming function. The primary focus of this role will be AI in Customer Success, creating a dedicated space for customers to learn, discuss, and share insights about this rapidly evolving field. This is not an entry-level position; it requires significant Customer Success experience and the ability to build and deliver various programs such as live events, on-demand courses, certifications, and cohort experiences. The role involves creating engaging content and programming that resonates with CS professionals. The Manager will report directly to the SVP of Global Customer Success. The community will focus on industry-wide questions about AI in Customer Success, such as integrating AI without losing human relationships, the impact of AI on CS roles and team structures, evaluating AI tools, and applying AI in customer interactions. The role also includes designing and running small-group cohort experiences for focused peer learning. Key responsibilities include owning the community strategy, defining content and conversation threads, curating thought leadership, facilitating discussions, designing cohort experiences, using AI tools for analysis, and building outreach programs to grow membership and engagement. Additionally, the role involves designing and delivering a programming calendar with webinars, panel discussions, and office hours, building on-demand courseware including AI-specific tracks and certifications, maintaining existing courseware, and aligning programming with customer journeys. Success will be measured by community engagement, program attendance and completion, downstream adoption impact, and the delivery of actionable intelligence to internal teams.

Requirements

5+ years of experience in Customer Success — as a CSM, in CS operations, customer education, or a strategic CS-adjacent role.
Proven program builder — you've designed and delivered customer-facing programming from scratch.
Genuinely curious about AI in Customer Success
Strong writer and communicator
Data-oriented — you're comfortable building reports, interpreting engagement metrics, and making decisions based on what you see.
Organized and self-directed
Comfortable using AI tools as part of your daily workflow

Nice To Haves

Experience with community platforms (Circle preferred) and LMS or courseware tools is a strong plus.

Responsibilities

Lead the AI in CS Community
Own the community strategy and day-to-day execution on Circle
Define and drive the AI in Customer Success content and conversation thread
Curate and share thought leadership: original content, external perspectives, guest voices, practitioner stories
Facilitate real conversations about how CS leaders and teams are implementing AI
Design and run small-group cohort experiences that connect customers around shared AI challenges or implementation stages
Use AI tools to analyze community conversations at scale
Build outreach programs that grow membership and keep engagement active
Build and Run Customer Programs
Design and deliver a programming calendar built around AI in CS: live webinars, panel discussions, office hours, and practitioner spotlights
Build on-demand courseware: micro-courses, certifications, and structured learning paths
Own and maintain existing Vitally courseware
Partner with CSMs, Implementation, and Onboarding to align programming with where customers are in their journey
Use community feedback and AI-assisted theme analysis to drive what gets built next
Measure What Matters
Track and report on community engagement
Report on program attendance, completion rates, and the downstream adoption impact of programming
Build a regular intelligence feed for CSMs and Product