Community Manager Experience (USA)

📋 Description

• • Are you passionate about building vibrant online communities and empowering users within the dynamic field of cybersecurity? Filigran SAS, a rapidly growing innovator in cyber threat management, is seeking a dedicated and technically adept Community Manager to join our marketing team in the United States. This pivotal role is instrumental in cultivating, engaging, and expanding one of the world's most active cybersecurity communities. You will be the bridge between our users and our product/engineering teams, ensuring that thousands of users feel heard, supported, and integral to our mission.
• • As the primary point of contact for community inquiries, you will leverage your technical fluency to effectively triage and address product usage questions, provide initial troubleshooting for common issues, and seamlessly escalate more complex problems to our engineering department. Your expertise will span across critical community platforms, including Slack, GitHub, and Reddit, where you will drive our presence and engagement. Furthermore, you will contribute to other vital channels such as LinkedIn and Substack, broadening our reach and impact.
• • Your responsibilities will encompass a wide range of activities designed to foster a thriving community. This includes moderating our expansive Slack community, which boasts over 6,000 members, and spearheading initiatives like ambassador programs. You will also play a key role in co-creating content that resonates with our user base, ensuring that every individual feels valued and connected to something larger than themselves.
• • A core aspect of this role is to empower users to achieve success and growth with Filigran's open-source solutions, such as OpenCTI and OpenAEV. You will develop and implement programs that accelerate user adoption, acting as the first line of support and facilitating peer-to-peer troubleshooting. By exploring new use cases and learning from advanced community members, you will continuously enhance the user experience. Complex technical challenges will be expertly escalated to the Product or Engineering teams, ensuring timely and effective resolutions.
• • Fostering a sense of connection and belonging is paramount. You will create dedicated online spaces tailored to specific user roles, including threat intelligence analysts, SOC teams, and red teamers, as well as for different regions and industries. This will ensure that our large, global community feels personal and relevant to each member. You will actively recruit new members, highlight the contributions of engaged individuals, assist members in building their personal brands, and design programs that facilitate knowledge sharing and mutual learning among users.
• • You will take ownership of Filigran's multi-channel community presence, driving engagement across Slack, GitHub discussions, and Reddit. You will also strategically evaluate and enhance our engagement on platforms like LinkedIn and Substack. By actively participating in relevant conversations, sharing timely product updates, and cultivating authentic relationships with our most active users and open-source contributors, you will strengthen our community bonds.
• • Encouraging feedback that directly shapes the product is a critical function of this role. You will establish clear channels for users to submit product ideas, identify areas where users encounter difficulties, and demonstrate how their input influences future product development. Close collaboration with the Product and Engineering teams will ensure that real-time community insights are integrated into their workflows, leading to more user-centric development.
• • Scaling self-service and peer support mechanisms is essential for community growth. You will cultivate a robust network of moderators and contributors who can assist with answering questions across various time zones. Recognizing and celebrating top contributors through programs like the Filigran Ambassador Program will deepen engagement and foster loyalty within the community.
• • You will manage end-to-end community events, including planning, organizing, and executing virtual meetups, product webinars, Ask Me Anything (AMA) sessions, and online summits. This includes handling all aspects from scheduling and promotion to logistics and post-event follow-up, ensuring a seamless and impactful experience for attendees.
• • Data-driven insights will guide your strategy. You will track and measure key metrics to understand what drives user adoption, satisfaction, and engagement. These insights will be shared to demonstrate the value of community initiatives to the business, enabling continuous improvement of programs based on performance and effectiveness.
• • You will report to the Director of Brand & Communications and work collaboratively with Product Managers, engineers, customer success teams, content creators, event organizers, and growth specialists. You will also have direct interaction with our user base, comprising cybersecurity professionals, open-source contributors, and power users of our platforms.