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Salary: USD 75,000 - 85,000 / annual
Unite Us is seeking a Community Strategy Enablement Manager to serve as the operational and analytical backbone supporting the Community Strategy Leadership team. This role bridges process design, analytics, and enablement to ensure consistent execution of community strategy across Customer Success and Sales functions.
You will provide consultative support to Customer Success Managers on escalation reviews and network engagement planning for new and priority customers. You'll collaborate with Sales and Implementation teams to align on customer onboarding and embed community processes early in the customer lifecycle. Working closely with community-based organizations, you'll strengthen relationships and address shared goals while driving retention across assigned customer accounts.
Operationally, you'll maintain standard operating procedures, playbooks, and triage processes for consistent handling of community escalations. You'll facilitate weekly escalation review meetings and track follow-up actions across teams. On the analytics side, you'll track and report escalation campaign metrics in Salesforce, monitor adoption and network health data for key customers and geographies, and manage customer surveys following escalations to measure satisfaction and demonstrate effectiveness of resolution efforts.
You'll also work with Marketing on community-facing materials and support community-focused marketing events. This role requires innovative thinking to develop new models that drive user adoption and sits at the intersection of internal enablement, retention and engagement, operational process management, analytics and insights, and communication.
Unite Us' mission is to unlock the potential of every community by connecting community-based organizations, government agencies, and healthcare organizations to better collaborate and meet the needs of individuals in their communities. The company serves people seeking connections to care across the country, with a focus on whole-person health outcomes.
REQUIREMENTS:
- 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
- This position may require 30-50% travel
