About the Role

Vitally is building something we haven't seen yet: a customer community where AI isn't just a feature — it's the focal point.

Customer Success is in the middle of one of the biggest shifts it's ever faced. AI is changing how CS teams operate, how they engage customers, how they measure success, and honestly, what the job even looks like. CS leaders and practitioners are navigating this in real time — often without a real peer community to learn alongside.

We want to build that community. And we're looking for someone to own it.

The Manager, Customer Community and Education will run Vitally's customer community on Circle and our customer education and programming function. But the thread running through everything is AI in Customer Success — as a topic, as a discipline, as a space where our customers deserve a dedicated place to think, learn, ask hard questions, and hear from people who are figuring it out alongside them.

This is not an entry-level community manager role. We need someone with real Customer Success experience — someone who has lived the work, understands the strategic pressures CS leaders face, and can show up in a community of CS practitioners as a credible, informed voice. Combined with that, you need to know how to build programs: live events, on-demand courses, certifications, small cohort experiences. You'll be creating content and programming that CS professionals actually want to show up for.

You'll report directly to Kelley Turner, SVP of Global Customer Success.

The Community We're Building

The Vitally community on Circle will be anchored around AI in Customer Success. Not just AI features in Vitally — but the bigger questions CS teams are wrestling with right now:

• How do you build an AI-augmented CS motion without losing the human relationships that drive retention?
• What does AI mean for CSM headcount, career paths, and team structure?
• Which AI tools are actually worth adopting, and which are noise?
• How are CS leaders bringing AI into QBRs, health scoring, renewal conversations, and onboarding?
• What does it mean to be an AI-literate CS practitioner in 2025 and beyond?

These aren't Vitally questions. They're industry questions. We want to be the place where CS professionals at our customers come to think through them together — with Vitally hosting, facilitating, and adding thought leadership to the conversation.

Alongside that, we'll run curated small-group experiences: cohorts organized by company size, CS maturity, use case, or specific AI implementation challenge. Peer learning in focused groups, not just broadcast content.

What You'll Do

Lead the AI in CS Community

• 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

Build and Run Customer Programs

• 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

Measure What Matters

• 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

Who You Are

• 5+ years of experience in Customer Success — as a CSM, in CS operations, customer education, or a strategic CS-adjacent role. This is the non-negotiable. You understand what CS leaders are responsible for and can show up in a community of CS practitioners as a credible, informed voice.
• Proven program builder — you've designed and delivered customer-facing programming from scratch. Certifications, on-demand courses, live webinars, cohort experiences. You know the difference between them and you know how to build all of them.
• Genuinely curious about AI in Customer Success — you read about it, think about it, and have real opinions about it. You don't need to be an engineer, but you need to be authentically engaged, not performing engagement.
• Strong writer and communicator — you can write content CS practitioners actually want to read, facilitate a conversation without dominating it, and translate complex AI topics into things people want to engage with.
• Data-oriented — you're comfortable building reports, interpreting engagement metrics, and making decisions based on what you see.
• Organized and self-directed — this role has a lot of latitude and a lot of moving pieces. You manage multiple workstreams without dropping things and don't need a lot of hand-holding to figure out what matters.
• Comfortable using AI tools as part of your daily workflow — for content creation, community analysis, monitoring, and pattern recognition.
• Experience with community platforms (Circle preferred) and LMS or courseware tools is a strong plus.

What Success Looks Like in Year 1

• The community is known — inside our customer base and in the broader CS world — as a real destination for AI in CS conversation and learning
• Active membership is growing quarter over quarter, and engagement metrics show members returning, not just joining
• At least one AI in Customer Success certification or structured learning path is live and being completed by customers
• Live programming runs on a consistent, well-attended schedule — customers show up because it's worth their time
• CSMs are receiving regular, useful intelligence from the community — not hunting for it themselves
• You can draw a line from programming participation to customer adoption outcomes
• The community has a clear point of view on AI in CS, and Vitally is seen as a credible contributor to that conversation

About Vitally

Vitally is a Customer Success Platform built for modern CS teams. We help CS organizations run smarter — better visibility into customer health, more efficient workflows, and stronger collaboration across the post-sale team. We're a small, high-trust team that moves fast and cares a lot about doing the work well.

This role is a chance to build something meaningful: a community that CS practitioners actually want to be part of, centered on the most important question facing the industry right now. We'd love to find someone who's as excited about that as we are.

Benefits & Culture

• Salary: We offer a competitive salary for your experience as well as location. The comp band for this role is 130k-150k USD.
• Equity: We want every team member invested in the company’s success and are happy to be generous with equity.
• Benefits:
  • 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.
• Culture: We are committed to a productive and respectful work environment. Culturally, the team is extremely friendly, fun, hard-working, intelligent, and mature. That said, while we're young and scrappy as a team, we don't believe in building a startup cult. We like each other, we support each other, we're a focused team that busts our asses at work, and we enjoy hanging out from time to time-- but we enjoy having our own lives outside of Vitally.