Senior Manager, Community & Social

At Webflow, our mission is to bring development superpowers to everyone. Webflow is the leading visual development platform for building powerful websites without writing code. By combining modern web development technologies into one platform, Webflow enables people to build websites visually, saving engineering time, while clean code seamlessly generates in the background. From independent designers and creative agencies to Fortune 500 companies, millions worldwide use Webflow to be more nimble, creative, and collaborative. It’s the web, made better. =

We’re looking for a Sr. Manager, Community & Social to help us grow our community, their experience, and their voice within Webflow. This job will require engaging audiences on a variety of channels & outlets, including slack, in-person, on our community forum and more. In addition to this, this position will play a key role in scaling our SLA, community experience, and management strategy to foster a loyal, delighted and empathetic community.

About the role 

• Location: Remote-first (United States; BC & ON, Canada) 
• Full-time 
• Exempt
• The cash compensation for this role is tailored to align with the cost of labor in different geographic markets. We've structured the base pay ranges for this role into zones for our geographic markets, and the specific base pay within the range will be determined by the candidate’s geographic location, job-related experience, knowledge, qualifications, and skills.
• United States  (all figures cited below in USD and pertain to workers in the United States)
• Zone A: $147,000 - $203,050
• Zone B: $138,800 - $190,900
• Zone C: $129,900 - $178,650
• Canada  (All figures cited below in CAD and pertain to workers in ON & BC, Canada)
• $167,700 - $230,550

Please visit our Careers page for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.

• Reporting to the Director of Community & Agency Marketing, and working alongside our team of customer support liaisons.

As a Sr. Manager, Community & Social, you’ll …

• Grow and empower a team of human-centric marketers
• Be an empathetic and strong leader, both for your direct team and the community you represent
• Be a core partner to our marketing, product, and GTM teams to best represent our product and how it hits on what our customers need
• Inspire the team and those who interact with their work by shaping the next chapter for Webflow’s social and community strategy
• Own the prioritization and project management process for community and social channels
• Lead a team of creative and human-centric marketers who own our customer facing channels (i.e. Twitter, LinkedIn, Facebook, TikTok, Forum, Slack, YouTube and more).
• Represent the company and community during launches, conferences, and emergency communications
• Create a social and community strategy that wows our customers and the marketing world
• Own the development and execution of strategies across all relevant social & community channels, driving customer engagement, brand awareness, and extending our community to new customers
• Scale our organic social strategy, driving best-in-class community management and driving strong UGC
• Be responsible for maintaining a strong user experience and engagement calendar for all community-led channels
• Partner with our creative and video teams to best syndicate, co-create and experiment to show off what is possible with Webflow and our customers
• Get creative with how we show up for our customers, drive awareness/acquisition, and not be afraid to experiment with ways to use Webflow in our social strategy
• Build a strong muscle for community experience, engagement, and support
• Partner with our customer support and frontline teams to diagnose, troubleshoot, and resolve user issues in a timely and empathetic manner
• Track, analyze and improve user engagement, satisfaction scores, and issue resolution times across our community owned channels (i.e. twitter, forum, community slack, programs etc.)
• Be responsible for maintaining a strong user experience and engagement calendar for all community-led channels
• Manage, and scale our community moderator program by identifying, recruiting, and training technical community members to solve customer issues
• Develop user-centric resources such as FAQs, tutorials, and guidelines to improve our community experience and internal knowledge base
• Act as a voice for our users, actively engaging with them, gathering feedback, and p