Community Lead

About the Role

The Community Lead will build Canary's customer advocacy and community program from the ground up. Canary’s community program will turn hotel customers and users into a network of champions who support pipeline, contribute to cross-sell, and collectively become the most credible voice Canary has in market. The right person has built a customer community or advocacy program before — ideally at a B2B SaaS company — and knows what it takes to earn participation from a busy, skeptical audience.

Build and run Canary's community program — a curated network of power users who support sales cycles, generate referrals, and represent Canary in market — to turn happy customers into advocates.

Lead the vision, strategy, and execution of Canary’s community events ranging from large user conferences to recurring workshops to one-time moments that deepen customer relationships and surface new advocates.

Connect power users with Canary’s customer base to share best practices, insights, and ways of working that inspire new projects and greater adoption.

Generate authentic content that represents customer stories in their voice and context that resonates with prospects and customers.

Curate a library of customer created use cases and proof points to drive new business and expansion business partnering with Growth, Content, Product Marketing, Sales, and CS to source and distribute success stories where most effective in the buying cycle.

Monitor and optimize Canary’s brand on established, 3rd-party community forums, sharing feedback and learnings with the Product and GTM teams, sparking new initiatives, influence the product roadmap, or activate areas for improvement.

Identify, build, and maintain relationships with key consultants, industry influencers, and leading voices in the hospitality industry to ensure deep understanding and appreciation of Canary’s solution set.

Own the metrics framework that connects Community activities to new business, expansion opportunities, and greater adoption of the platform.

5-8+ years in customer advocacy, community, or customer marketing at a B2B SaaS company

Has built a structured advocacy or champions program before from the ground up

Event experience: has designed and run customer-facing gatherings with accountability for outcomes, not just logistics

Strong relationship builder — credible with both hotel operators (or equivalent busy, skeptical end users) and internal commercial stakeholders

GTM-oriented: thinks in pipeline and revenue terms, not community health scores

Self-directed, comfortable operating without a playbook in the early stages of a program

Experience partnering with Sales, CS, and PMM — understands how to make community outputs useful to each function

Experience producing publication-quality creative content, both written and visually

Motivated by fast-moving environments where you build a function as you run it

Hospitality or vertical SaaS experience a plus, not a requirement