Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
Benefits
- Equity: We want every team member invested in the company’s success and are happy to be generous with equity.
- 100% of health/dental/vision insurance premiums covered by us.
- 401k through Empower
- Commuter benefits.
- Unlimited PTO with a minimum we require you to take off. Please relax and recharge!
- Flexible work hours and work-from-home policy.
- Yearly education stipend.
Company Overview