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Is switching from Marketing to Support/ SaaS CM possible?

mmohammed profile image Mohamed ・1 min read

So, I've wondered this for the last six months or so. At the moment, my work as a CM primarily serves as a marketing function.

I'm wondering if it's possible to switch over to a more support community management style of work? The Community pros whose work I admire the most are doing such fun stuff with SaaS communities in particular. More and more each day, I'm convinced that's the sort of CM work I'd like to get into in the future.

From my SaaS or Support Community pros out there, is this switch possible? Is it too much of a stretch for a marketing CM (particularly one with a focus in publishing/ magazines) to work with a SaaS support community?

Discussion (6)

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daniellexo profile image
daniellexo

Bringing marketing skills to community work will give you a superpower! :) Go for it! You could put together a community strategy at your current company and ask to pilot it. I've seen that work well in the past!

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mmohammed profile image
Mohamed Author

Thank you, Danielle! I'm glad you said that because I've started the year by being given my first big community project to focus on/ lead for 2021. I'm glad to hear that sort of work will be relevant!

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mhall119 profile image
Michael Hall

Sure, it's a skill like any other. Switching focus will take some adjustment, but nothing that can't be overcome.

I think every community manager has the same mix of responsibilities, just in differing proportions. Some do a lot of support and a little marketing, some do a lot of marketing and a little support. Some do more event/podcast/newsletter promotion, some do more documentation/blog writing.

It's all about finding the mixture that works best both for what you want to do and what your community needs.

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mmohammed profile image
Mohamed Author

Thanks, Michael. Based on this, I feel like this sort of switch wouldn't be impossible to pull off.

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josephphuber profile image
Joe Huber

You'd definitely be able to pull this off. The leading portion of customer community is getting and keeping people engaged. If you've been able to prove that on the marketing side, you'll definitely be able to showcase that to support community roles.

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mmohammed profile image
Mohamed Author

Huge relief and exactly the answer I was hoping for haha! Thanks, Joe!