Community Experience Manager

📋 Description

• • Filigran is seeking a dynamic and technically adept Community Experience Manager to join our growing marketing team. In this pivotal role, you will be instrumental in cultivating, engaging, and expanding one of the world's most vibrant cybersecurity communities. You will serve as the crucial bridge between our user base and our product and engineering departments, amplifying user voices and translating their invaluable feedback into tangible product improvements and strategic direction. This is an opportunity to shape the user journey and foster a sense of belonging for thousands of individuals worldwide.
• • As the primary point of contact for community inquiries, you will leverage your technical fluency to provide first-line support. This includes triaging and resolving product usage questions, troubleshooting common issues, and efficiently escalating complex problems to the engineering team when necessary. Your ability to understand and articulate technical concepts will be key to empowering our users and ensuring their success with Filigran's open-source solutions.
• • You will take ownership of Filigran's presence across key community platforms, including Slack, GitHub, and Reddit, while also contributing to other vital channels such as LinkedIn and Substack. Your active participation will involve engaging in relevant discussions, sharing important product updates, and cultivating authentic, lasting relationships with our most dedicated users and open-source contributors.
• • A core responsibility will be to foster a strong sense of connection and belonging within our diverse global community. This involves creating dedicated spaces tailored to specific user roles, such as threat intelligence analysts, SOC teams, and red teamers, as well as catering to different regions and industries. You will actively recruit new members, celebrate and spotlight engaged contributors, assist members in building their personal brands, and design innovative programs that facilitate peer-to-peer learning and knowledge sharing.
• • You will drive the end-to-end community experience, from moderating our rapidly growing Slack community (currently over 6,000 members) to conceptualizing and launching impactful programs like our ambassador initiatives. Your efforts will ensure that every user feels supported, valued, and an integral part of the Filigran ecosystem.
• • A significant aspect of your role will be to encourage and channel user feedback that directly influences product development. You will establish clear and effective pathways for users to submit product ideas, identify areas where they encounter difficulties, and demonstrate how their input shapes the future trajectory of our offerings. This will involve close collaboration with the Product and Engineering teams to integrate real-time community insights seamlessly into their workflows.
• • You will play a crucial role in scaling self-service resources and peer-to-peer support mechanisms. This includes nurturing a robust network of moderators and active contributors who can assist users across different time zones. Recognizing and rewarding top contributors through programs like the Filigran Ambassador Program will be essential for deepening engagement and fostering loyalty within the community.
• • You will be responsible for the planning, organization, and execution of a variety of community events. This includes virtual meetups, product webinars, Ask Me Anything (AMA) sessions, and online summits. Your ownership will span from initial scheduling and promotional activities to managing all logistical aspects and conducting post-event follow-up to maximize impact and gather feedback.
• • Data-driven decision-making will be paramount. You will track, measure, and analyze key metrics related to user adoption, satisfaction, and engagement. Sharing these insights will be vital for demonstrating the business value of community initiatives and for continuously optimizing your programs based on performance and community feedback.
• • You will report directly to the Director of Brand & Communications and will work collaboratively with Product Managers, engineers, and customer success teams to ensure feedback loops are effective for product development. You will also partner with content, events, and growth teams for amplification strategies and engage with the leadership team on strategic community growth initiatives. Your direct line to users, many of whom are cybersecurity professionals, open-source contributors, and power users, will provide invaluable context and direction.
• • This role requires a proactive individual who thrives in a fast-paced, collaborative environment, possesses strong communication skills, and has a genuine passion for building and nurturing online communities, particularly within the technical and cybersecurity domains.