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Salary: USD 75,000 - 85,000 / annual
Unite Us is seeking a Community Strategy Manager to serve as the operational and analytical backbone for the Community Strategy Leadership team. This role bridges process design, analytics, and consultative enablement to support the connection between customers and their community partners.
You will work at the intersection of internal enablement, retention, operations, and analytics. Key responsibilities include:
**Internal Enablement & Retention**
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. Drive retention across assigned customer accounts and actively partner with community-based organizations to strengthen relationships and address shared goals.
**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. Ensure internal teams have the tools, insights, and frameworks needed to engage partners, resolve escalations, and drive adoption at scale.
**Analytics & Insights**
Track and report escalation campaign metrics in Salesforce. Monitor adoption, network health, and partner engagement data for key customers and geographies. Manage customer surveys following escalations to measure satisfaction and demonstrate effectiveness of resolution efforts. Develop innovative models that drive user adoption.
**Communication & Events**
Work with Marketing on community-facing materials and support community-focused marketing events. Collaborate closely with Marketing and Revenue Operations teams to align strategies and ensure community-focused objectives are met.
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.
**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
Note: This position is remote and U.S. based, but candidates must live in the state of Hawaii to be considered. The role may require 30-50% travel.
