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Unite Us is seeking a Community Strategy Enablement Manager to serve as the operational and analytical backbone supporting the Head of Community Strategy. This role bridges process design, analytics, and enablement to ensure consistent execution of community strategy across Customer Success and Sales teams.
You will provide consultative support to Customer Success Managers on escalation reviews and network engagement planning for priority customers. You'll collaborate with Sales and Implementation teams to embed community processes early in customer onboarding. Working closely with community-based organizations, you'll strengthen relationships and drive retention across assigned accounts while fostering meaningful connections that enhance customer and community outcomes.
Operationally, you'll maintain SOPs, playbooks, and triage processes for consistent handling of community escalations, facilitate weekly escalation review meetings, and track follow-up actions across teams. You'll manage escalation campaign metrics in Salesforce, monitor adoption and network health data for key customers and geographies, and conduct post-escalation surveys to measure satisfaction and demonstrate resolution effectiveness.
You'll also coordinate with RevOps and Analytics to capture the right data, work with Marketing on community-facing materials, and support community-focused events. The role requires strong analytical skills to identify opportunities and improve processes, experience with CRM platforms (Salesforce preferred), and comfort in a fast-paced, evolving environment.
Ideal candidates have 3+ years in customer success, community engagement, implementation, account management, or related customer-facing roles, with demonstrated experience working with government agencies, nonprofits, healthcare organizations, or community-based organizations serving vulnerable populations. You should excel at building relationships across multiple stakeholder groups and managing complex, cross-organizational projects with competing priorities.
