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Customer Community & Content Specialist

New York City

About Conductor: 

Conductor is the leading enterprise AEO platform. Today’s top enterprise brands use Conductor to grow authority and visibility in both AI and traditional search engines. From tracking visibility in LLMs to real-time monitoring of technical site health and scaled AI content creation, Conductor provides a single source of truth that fuels digital growth—all from one platform.

Conductor is a mission-driven company with a commitment to innovation, customer success, and culture. For Conductor, success is improving the lives of everyone in our orbit—our customers, our customers' customers, our employee-owners, and our communities.

About the Role

We are seeking an enthusiastic and driven Customer Community & Content Specialist to join our  Scaled Success (1:Many) Team. Our dynamic team is focused on maximizing customer product adoption and ensuring an excellent customer experience at scale by providing high-quality, accessible education and a supportive community.

This hybrid role is pivotal in both managing our established online customer community and supporting the development of scalable customer education content. You will be the primary voice and driver of community engagement, while also actively contributing to the creation, curation, and promotion of educational resources that help customers learn, succeed, and become product experts. This is an excellent opportunity for a passionate self-starter who wants to grow their career in customer success, community building, and learning content development.

Key Responsibilities

1. Community Engagement & Peer Learning

This focus ensures the community remains a vibrant, valuable resource, driven by peer-to-peer support and expert-led guidance.

  • Conversation Catalyst & Support: Monitor community discussions daily, respond to member questions (or triage them to internal Subject Matter Experts), and actively start conversations to keep the dialogue flowing.
  • Content Curation & Promotion: Proactively develop and post engaging discussion prompts, polls, success stories, and, critically, promote the latest educational content (tutorials, webinars, documentation) to drive product understanding and adoption.
  • Member Recognition: Identify and champion top contributors, Super Users, and advocates, helping to foster a strong sense of belonging and encouraging peer-to-peer support.
  • Event Management: Assist with the promotion and execution of online educational events, such as webinars, AMAs (Ask Me Anything sessions), and virtual workshops, leveraging the community for maximum attendance and engagement.

2. Customer Education Content Development

This focus expands the role to directly contribute to the creation and maintenance of formal learning materials.

  • Content Creation Support: Collaborate closely with the Customer Education, Scaled Success and Product teams to assist in the creation, editing, and publishing of learning materials. This includes drafting best practice articles, documenting tutorial scripts, creating and updating learning videos, reviewing documentation for clarity, and organizing educational resources.
  • Customer Journey Mapping: Identify key knowledge gaps and learning needs based on community feedback and support trends, translating those needs into actionable education content proposals.
  • Resource Discoverability: Ensure all relevant educational and help content is easily discoverable both within the community and across our external resource hubs (e.g., Knowledge Base, Help Center).

3. Data & Customer Feedback Loop

This focus ensures the community and education efforts are data-driven and customer-centric.

  • Voice of the Customer: Act as the voice of the customer within the 1:Many team, summarizing key trends, pain points, and product/education feedback from community discussions.
  • Reporting & Analysis: Track, analyze, and report on key metrics for both community engagement (e.g., daily active users, engagement rate) and education content performance (e.g., article views, time-on-page) to measure success and inform strategy.

Qualifications & Skills

Required

  • 1-2+ years of experience in one or more of the following areas: community management, content marketing, customer success, content creation, or customer education.
  • Proven ability to write clear, compelling, and engaging content for an online audience, with a keen eye for instructional clarity.
  • A naturally empathetic and outgoing personality, comfortable proactively initiating conversations and providing supportive guidance.
  • Excellent organizational skills with the ability to manage multiple tasks and deadlines in content development and community management.
  • Familiarity with reporting tools and basic data analysis for community and content metrics.

Bonus Points

  • Experience in creating or editing instructional content such as knowledge base articles, video tutorials, or training documents.
  • Experience working with B2B SaaS customers or within a Customer Success or customer focused organization.
  • Experience with video editing software or Learning Management Systems (LMS).
  • Proficiency in German (written and verbal) is a plus, to help support and engage our German-speaking customer base.

Compensation: Conductor maintains competitive, performance-based compensation programs. 

The base salary range for this role is currently $65,000 - $75,000 a year.  

Conductor LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Bringing in diverse perspectives and challenging our assumptions is the clear key to growth; it drives innovation, creativity, faster problem-solving, and stronger decision making. All aspects of employment including the decision to hire, promote, train, discipline, or discharge, will be based on merit, competence, performance, and business needs. 

Conductor does not discriminate against any employee or applicant on the basis of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, or other characteristics protected by state or federal law or local ordinance.  In addition, it is the policy of Conductor to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works.

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