Meet Users Where They Are with Jillian Bejtlich, Sr. Manager of Community and Customer Marketing

Episode notes

In this episode of SaaS Therapy, Todd and Casey welcome Jillian Betlick, Senior Manager of Community and Customer Advocacy at Calendly. They discuss the importance of community in business, how to build and manage a successful community, and the nuances of community engagement. Jillian shares her insights on finding community champions, measuring success, and handling negative feedback. The conversation emphasizes the need for passion over expertise in community management and the significance of understanding both the company's and the individual's 'why' in community building. Takeaways Community is essential for customer engagement and feedback. Understanding the need for a community is crucial before building one. Passion is more important than expertise in community management. Finding and enabling champions within the community can drive engagement. Measuring success should align with company goals, not just community metrics. Handling negative feedback requires empathy and understanding. Community can significantly impact conversion rates. There is no single path to becoming a community manager; diverse backgrounds are valuable.