Community Manager (Ecommerce)

TL;DR

Community Manager (Ecommerce): Owning and growing customer-facing communities across platforms and leading a major platform migration with an accent on customer engagement, retention, and product adoption. Focus on executing community strategies, launching webinar programs, and analyzing the correlation between community activity and churn reduction.

Location: Hybrid in Austin, TX

Salary: $70,040 - $118,450

Company

An AI-driven commerce ecosystem and parent company of BigCommerce, hirify.global, and Makeswift, helping businesses solve complex commerce challenges.

What you will do

• Manage day-to-day operations of customer communities on Reddit, Facebook, and Support forums.
• Lead the end-to-end migration from a Salesforce-based platform to a new community system.
• Launch and manage a customer webinar series to drive product adoption and engagement.
• Coordinate the Commerce Customer Awards program, including nominations and the annual ceremony.
• Build community health dashboards to track KPIs and measure the impact on customer retention and NRR.
• Represent the brand at trade shows and partner activations to drive community sign-ups.

Requirements

• 3-5+ years of experience in community management or customer marketing within SaaS or ecommerce.
• Proven track record of growing online communities across multiple platforms.
• Experience owning or contributing to a major community platform migration.
• Proficiency with AI tools to streamline moderation and content workflows.
• Strong program management skills and ability to handle multiple workstreams.
• Comfortable working with data to track KPIs and drive decision-making.

Nice to have

• Experience with community platforms such as Gainsight.
• Background in ecommerce or direct experience working with merchants and retailers.

Culture & Benefits

• Commitment to equitable and transparent pay practices aligned with market data.
• Inclusive and accessible hiring experience.
• Potential eligibility for variable compensation (bonus/commission) and equity.
• Collaborative environment working across Support, Marketing, Product, and Sales teams.