[Hiring] Community Strategy Manager @Unite Us

Role Description

The Community Strategy Manager will provide the operational and analytical backbone that allows the Community Strategy Leadership to focus on designing and executing on a cross-functional vision for the connection between our customers and their community partners. This role ensures that our community strategy is consistently executed across Customer Success and Sales by standardizing processes, managing escalation tracking in Salesforce, and coordinating with RevOps and Analytics to capture the right data. By supporting and tracking customer escalations, the Community Strategy Manager demonstrates the measurable effectiveness of escalation campaigns and adoption efforts.

This role sits at the intersection of process design, analytics, and consultative enablement. You’ll ensure internal teams have the tools, insights, and frameworks needed to engage partners, resolve escalations, and drive adoption at scale. By connecting community strategy with data and performance measurement, you’ll help demonstrate the effectiveness of our engagement efforts both internally and with customers.

What You'll Do

• Internal Enablement
  • Serve as a consultative partner to Customer Success Managers, supporting escalation reviews and building network engagement plans for new and priority customers.
  • Collaborate with Sales and Implementation teams to align on customer onboarding and embed community processes early.
• Retention & Engagement
  • Drive retention across assigned customer accounts.
  • Actively partner with community-based organizations to strengthen relationships and address shared goals.
  • Collaborate closely with Marketing and Revenue Operations teams to align strategies and ensure community-focused objectives are met.
  • Foster meaningful connections that enhance customer and community outcomes.
• Operational Process
  • Maintain SOPs, playbooks, and triage processes for consistent handling of community escalations.
  • Facilitate weekly escalation review meetings and track follow-up actions across teams.
• Analytics & Insights
  • Track, and report escalation campaign metrics in Salesforce.
  • Monitor adoption, network health, and partner engagement data, for key customers and geographies, as needed.
  • Manage customer surveys following escalations to measure satisfaction and demonstrate effectiveness of resolution efforts.
  • Be innovative & think outside the box when it comes to developing new models that drive user adoption.
• Communication and Events
  • Work with Marketing on Community-facing materials.
  • Support Community-focused Marketing events.

Qualifications

• 3+ years of experience in customer success, community engagement, implementation, account management, public health, human services, social services, or a related customer-facing role.
• Experience working with state or local government agencies, community-based organizations (CBOs), nonprofits, healthcare organizations, or other organizations serving vulnerable populations.
• Demonstrated success building relationships across multiple stakeholder groups, including customers, community partners, government agencies, or cross-functional internal teams.
• Experience managing complex projects or programs that require coordination across multiple organizations, competing priorities, and changing timelines.
• Strong analytical and operational skills with experience using data to measure outcomes, identify opportunities, and improve processes.
• Experience documenting processes, developing playbooks or standard operating procedures, or driving operational consistency across teams.
• Experience using CRM or case management platforms (Salesforce preferred) and comfort learning new technology platforms.
• Comfortable working in a fast-paced, evolving environment where processes, priorities, and customer needs continue to develop.

Benefits

• Medical, Dental, and Vision insurance for team members and eligible partners and dependents, including unlimited virtual mental health and acute medical visits.
• Mental health benefits, such as the Employee Assistance Program (EAP) and wellness platform subscription, are available to all team members.
• Flexible Time Off including volunteer days and mental health days, along with 14 paid, company-wide holidays.
• Paid Parental Leave, including adoptive parents.
• Employee Resource Groups (ERGs) to connect and engage with colleagues, like Military Veterans.
• Tax-advantaged health savings accounts (HSAs), flexible spending accounts (FSAs), and commuter benefits.
• 401(k) with Employer Match, immediate vesting, and financial wellness resources.
• Life and AD&D insurance, with the option to purchase additional coverage for yourself and your dependents.
• Disability Coverage and Accident Insurance.
• Pet Insurance.
• All necessary equipment to perform your duties, including a computer, mouse, keyboard, and other items on our approved list of WFH supplies.