Communities Lead

About the role

The Communities Lead will architect and own the end-to-end customer community motion for Basis, establishing the foundational programs, rituals, and operating system from the ground up. This role requires a builder with a 0-1 mindset who is comfortable establishing processes and forums where none currently exist. You will be the primary architect of the voice-of-customer system, translating raw partner and user insights into clear strategic themes and priorities for the company. You will own the full lifecycle of community engagement, including partner advisory boards, customer councils, user groups, and structured feedback programs. The position demands a creative instinct for designing memorable in-person and virtual experiences that forge deep connections between customers and the Basis brand. You will work in close partnership with Deployed Intelligence, Product, Product Marketing, Events, Sales, and executive leadership to ensure customer perspectives directly shape company decisions. Success in this role means you transform customer relationships from transactional vendor interactions into a strategic moat built on trust and shared insight.

Key facts

What you'll do

Design and launch the foundational customer community programs, including advisory boards, councils, user groups, and peer forums that become the central nervous system for customer insight.

Partner with Deployed Intelligence and Product teams to surface customer stories, proof points, and advocate voices, integrating them directly into product strategy and company narrative.

Establish the end-to-end operating system for community engagement, defining rituals, cadences, and feedback loops that scale as Basis grows.

Build and nurture deep relationships with senior partners and day-to-day users, exercising strong judgment to foster trust and credibility across the accounting ecosystem.

Create and curate memorable customer experiences, both online and in person, that connect clients to Basis and to each other in meaningful ways.

Translate qualitative customer conversations into quantitative themes, priorities, and actionable recommendations for Product, Product Marketing, and Sales leadership.

Serve as the internal champion for the customer voice, ensuring feedback is synthesized and surfaced to relevant stakeholders across the organization.

Develop content and narrative frameworks that highlight customer success and advocacy, strengthening the credibility of Basis in the market.

Collaborate with Events and Sales teams to design customer moments that drive adoption, retention, and expansion within the community.

Own the strategic roadmap for the community function, balancing hands-on execution with long-term vision and operational scalability.

Identify and cultivate customer advocates and ambassadors who can provide credible feedback and act as thought partners within the accounting industry.

Define metrics and qualitative signals to measure the health and impact of the community, iterating on programs to maximize value for both customers and the company.

Work closely with Product Marketing to ensure customer insights are reflected in positioning, messaging, and go-to-market strategies.

Foster a culture of continuous feedback where customer perspectives are systematically integrated into product development and business decisions.

Requirements

3+ years in customer community, customer advocacy, customer success, customer marketing, or a related B2B role with a proven track record of building programs from inception.

Experience running customer-facing or executive-facing programs end-to-end, such as advisory boards, councils, user groups, or roundtables, with demonstrated ability to manage complex stakeholder relationships.

Comfort operating with a 0-1 mindset, building the customer community function, rituals, and processes from scratch without relying on established templates.

Strong relationship instinct and judgment for building trust with senior partners, champions, and day-to-day users in a B2B enterprise software context.

Ability to turn customer conversations into clear themes, priorities, and recommendations with strategic rigor and attention to detail.

In person 5 days a week in our Flatiron office, with occasional travel for customer meetings and industry events as required by the role.

Exceptional written and verbal communication skills, capable of synthesizing complex inputs into compelling narratives for executive and technical audiences.

Experience partnering with Product or Product Marketing on roadmap input, beta programs, research, or launch feedback in a previous role.

Familiarity with the accounting profession, CPA firms, partners, practice leaders, and customer champions is essential to understand the nuances of the target market.

Creative instinct for designing experiences, content, and moments that make customers feel connected, valued, and eager to participate over time.

Proven ability to manage multiple priorities and toggle seamlessly between strategic community planning and hands-on program execution.

Commitment to building systems and processes that make the customer community repeatable, scalable, and sustainable as the company grows.

High ownership mentality, taking full responsibility for the success of the community motion and driving outcomes without constant direction.

Nice to have

Advisory board expertise: Experience building customer advisory boards, executive councils, ambassador programs, or peer communities in B2B environments.

Accounting industry fluency: Deep familiarity with the accounting profession, CPA firms, partners, practice leaders, and customer champions within public accounting or similar regulated industries.

Product feedback experience: A history of partnering closely with Product or Product Marketing on roadmap input, beta programs, research, or launch feedback to influence product direction.

Practical notes

The role requires in person presence at the Flatiron office five days a week, with travel contingent on the needs of customer programs and industry event participation.