Community & Customer Success Program Manager

Job Title:
Community & Customer Success Program Manager
Location:
100% Remote (Canada)
Job Type:
T4 Contract
Experience:
3-6 Years
Rate:
CAD 50 to 60 per hour
Role Summary
We are hiring for a Community & Customer Success Program Manager to support customer engagement, Voice of Customer initiatives, and community operations for a leading enterprise software platform. In this role, you'll work closely with Product Management, UX Research, Customer Success, and cross-functional teams to ensure customer feedback is organized, analyzed, and translated into meaningful product improvements.
Key Responsibilities
Manage the customer Ideas Forum by reviewing, triaging, and responding to customer feedback.
Engage with customers to gather additional context and ensure feedback is actionable.
Coordinate and manage Customer Council meetings, including agendas, documentation, and follow-ups.
Build strong relationships with customers and encourage ongoing participation in feedback programs.
Capture, analyze, and synthesize customer feedback into actionable insights for Product and UX teams.
Track action items, customer requests, and program outcomes to ensure timely follow-through.
Collaborate with Product Management, UX Research, Customer Success, and cross-functional teams.
Use AI tools to analyze customer feedback, identify trends, and generate meaningful insights.
Maintain accurate program documentation, reports, and customer feedback repositories.
Support Voice of Customer initiatives by improving the visibility and impact of customer insights.
Must-Have Skills
3 to 5 years of experience in community management, Ideas Forum, customer success, customer support, program management, customer feedback management, market research, user research, or another customer-facing role.
Strong experience managing external customer relationships.
Customer Success experience with excellent professionalism and CRM proficiency.
Experience using AI tools for data synthesis and insights generation.
Excellent written and verbal communication skills.
Strong interpersonal skills with the ability to collaborate effectively across cross-functional teams.
Experience facilitating meetings, managing agendas, and coordinating follow-up activities.
Strong project management and organizational skills.
Exceptional attention to detail and ability to manage multiple priorities.
Experience analyzing qualitative customer feedback and identifying trends.
Strong problem-solving and critical-thinking abilities.
Ability to work independently with minimal supervision.
Nice-to-Have Skills
Experience managing Customer Advisory Boards, Customer Councils, beta programs, user communities, or user groups.
Experience working with SaaS products, enterprise software, or technology platforms.
Familiarity with product development lifecycles and product roadmap planning.
Experience working closely with Product Managers, UX Researchers, Designers, Customer Success, or Product Operations teams.
Familiarity with enterprise licensing, account administration, or software management platforms.
Experience preparing executive-ready reports, presentations, and customer insight summaries.
About TechedinTechedin is a global IT staffing and technology services firm helping enterprises build high-performance tech teams. We support innovation at scale by connecting skilled professionals to leading companies and impactful projects. We prioritize transparency, responsiveness, and the right fit.
Equal Opportunity EmployerAt Techedin, we welcome applicants of all backgrounds, communities, and experiences. Our commitment to diversity, equity, and inclusion drives us to create hiring experiences that are open, fair, and human-first.
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