Community Manager Expectations

11/09/2024, 13:38 Community Manager, KekaHR
Community Manager,
KekaHR
Job Title: Community Manager
Location: Hyderabad (in-person)
Experience: 3-5 years in Community Management or Customer Marketing
About Keka:
Keka has been quietly transforming the HR tech space for over 8 years, with more than
10000+ businesses globally adopting our employee-centric platform. As India’s leading
HR platform, we’ve grown through pure customer love without any marketing spend. Our
success is built on a culture of innovation, ownership, and open collaboration. In
November 2022, we raised $57 million in India's largest Series A SaaS funding from
WestBridge Capital to continue driving our mission forward.
Role Overview:
We are looking for a passionate Community Manager who can build and nurture
meaningful relationships with our customers, ensuring they feel valued and empowered.
You will work closely with the Customer Success, Product, and Sales teams to create a
community-first approach. The goal is to strengthen customer engagement, onboarding,
retention, and satisfaction, driving long-term advocacy.
Key Responsibilities:
1. Customer Onboarding & Adoption
• Collaborate with the onboarding team to develop a Go-Live strategy, including

innovative events like mini-launches at customer locations.
• Create onboarding resources—tutorials, guides, and webinars—to enhance

product adoption.
• Send personalized onboarding collaterals to celebrate customer milestones.
2. Customer Engagement & Advocacy
• Develop and maintain customer relationships through strategic engagement.
• Build city-wide customer chapters for events, webinars, and knowledge-sharing

sessions.
• Launch customer advocacy programs that focus on testimonials, case studies,

and G2 reviews.
https://loop.cloud.microsoft/print/eyJwIjp7InUiOiJodHRwczovL2tla2Euc2hhcmVwb2ludC5jb20vOmZsOi9yL2NvbnRlbnRzdG9yYWdlL0NTUF83Mzk1Mm… 1/2
11/09/2024, 13:38 Community Manager, KekaHR
3. Customer Retention & Loyalty
• Design and manage loyalty programs aimed at retaining customers.
• Use feedback (NPS, surveys) to monitor customer satisfaction and identify at-
risk customers.
• Work with the Customer Success team to engage and retain high-risk
customers.
4. Customer Education & Enablement
• Lead the creation of educational content like blogs, whitepapers, and eBooks.
• Collaborate with the training team to develop programs that maximize product
value and usage.
• Ensure the help center and knowledge base are always up to date for customer
self-service.
5. Data-Driven Insights & Analysis
• Analyze customer data to find trends and areas for product improvement.
• Report key metrics (churn rate, engagement) and use insights to refine
community and product strategies.
6. Customer Communication & Campaigns
• Personalize communications based on customer segments (ICP).
• Develop a campaign calendar to drive upsell, cross-sell, and renewal

opportunities.
Key Performance Indicators (KPIs):
• Number of onboarding events and collaterals delivered.
• Active user percentage and event attendance.
• Number of customer testimonials, case studies, and referrals.
• Churn rate, NPS, and CSAT scores.
• Email open rates, click-through rates, and marketing conversion rates.
Qualifications:
• 3-5 years of experience in community management or customer marketing. Will

prefer familiarity with SaaS or HRMS.
• Strong understanding of customer engagement and retention strategies.
• Excellent communication, project management, and relationship-building skills.
• Data-driven mindset with the ability to interpret customer insights.
Why Keka?
Join us in shaping the future of HR tech in India. Keka is built by employees, for
employees, and we believe in fostering a work culture where everyone can grow, innovate,
and thrive.
https://loop.cloud.microsoft/print/eyJwIjp7InUiOiJodHRwczovL2tla2Euc2hhcmVwb2ludC5jb20vOmZsOi9yL2NvbnRlbnRzdG9yYWdlL0NTUF83Mzk1Mm… 2/2

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11/09/2024, 13:38 Community Manager, KekaHR

Location: Hyderabad (in-person)

Experience: 3-5 years in Community Management or Customer Marketing

1. Customer Onboarding & Adoption

• Collaborate with the onboarding team to develop a Go-Live strategy, including

• Create onboarding resources—tutorials, guides, and webinars—to enhance

• Send personalized onboarding collaterals to celebrate customer milestones.

2. Customer Engagement & Advocacy

• Develop and maintain customer relationships through strategic engagement.

• Build city-wide customer chapters for events, webinars, and knowledge-sharing

• Launch customer advocacy programs that focus on testimonials, case studies,

3. Customer Retention & Loyalty

• Design and manage loyalty programs aimed at retaining customers.

4. Customer Education & Enablement

5. Data-Driven Insights & Analysis

6. Customer Communication & Campaigns

• Personalize communications based on customer segments (ICP).

• Develop a campaign calendar to drive upsell, cross-sell, and renewal

Key Performance Indicators (KPIs):

• Number of onboarding events and collaterals delivered.

• Active user percentage and event attendance.

• Number of customer testimonials, case studies, and referrals.

• Churn rate, NPS, and CSAT scores.

• Email open rates, click-through rates, and marketing conversion rates.

• 3-5 years of experience in community management or customer marketing. Will

• Strong understanding of customer engagement and retention strategies.

• Excellent communication, project management, and relationship-building skills.

• Data-driven mindset with the ability to interpret customer insights.

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