Manager, Customer Community & Education

Vitally is building a customer community centered around AI in Customer Success. The Manager, Customer Community & Education will lead this initiative by managing the community, developing educational programs, and facilitating discussions on AI's impact on Customer Success.

Responsibilities:

• Own the community strategy and day-to-day execution on Circle
• Define and drive the AI in Customer Success content and conversation thread — this is the community's North Star, and you're the one holding it
• 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 — what's working, what isn't, what's next
• 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: surface themes, identify what questions keep coming up, and flag signals that should inform programming or CSM outreach
• Build outreach programs that grow membership and keep engagement active
• 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 — including an AI in Customer Success track that helps customers build real fluency and confidence
• Own and maintain existing Vitally courseware (Vitally for Team Members, Vitally Foundations, Admin 101) — keeping content current and tied to product updates
• 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
• Track and report on community engagement: membership growth, active participation, content interaction
• Report on program attendance, completion rates, and the downstream adoption impact of programming
• Build a regular intelligence feed for CSMs and Product — what the community is telling us, what topics are gaining traction, what gaps exist

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
• Experience with community platforms (Circle preferred)
• Experience with LMS or courseware tools