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Unite Us is seeking a Community Strategy Enablement Manager to serve as the operational and analytical backbone for 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 priority customers. You'll maintain standard operating procedures, playbooks, and triage processes for handling community escalations, and facilitate weekly escalation review meetings to 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 resolution effectiveness. You'll work with RevOps and Analytics to capture the right data and develop innovative models that drive user adoption.
You'll also drive retention across assigned customer accounts by actively partnering with community-based organizations to strengthen relationships and address shared goals. Collaboration is key—you'll work closely with Marketing, Revenue Operations, Sales, and Implementation teams to align strategies and embed community processes early in customer onboarding.
Additionally, you'll support community-facing marketing materials and events, fostering meaningful connections that enhance both customer and community outcomes.
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, managing complex cross-organizational projects, and using data to measure outcomes and improve processes. CRM/Salesforce experience and comfort in fast-paced, evolving environments are essential.
