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Salary: USD 85,000 - 95,000 / annual
Unite Us is seeking a Senior Community Strategy Manager to scale operational and analytical foundations for community engagement across multiple customers, geographies, and campaigns. Reporting to the Director of Community Strategy, you will design scalable engagement strategies, build enablement frameworks for Customer Success, Sales, and Implementation teams, and improve how escalation, adoption, and network-health data are captured and used across the organization.
Key responsibilities include:
**Internal Enablement & Consultative Partnership**: Serve as a strategic partner to Customer Success, Sales, and Implementation teams, providing guidance, tools, and coaching. Lead cross-functional training on escalation, adoption, and community strategy practices, measuring whether enablement improves team execution and outcomes.
**Community Strategy & Network Engagement**: Execute community engagement strategies for priority customers and design scalable network engagement approaches across segments, geographies, or campaigns. Build relationships with community partners, anticipate adoption risks, and coach CSMs on tailoring engagement plans to customer context.
**Escalation Management & Triage**: Manage and co-facilitate escalation processes, ensuring issues are triaged, tracked, and resolved. Design escalation campaigns and playbooks addressing recurring adoption or engagement barriers, using data to prioritize interventions and prevent repeat issues.
**Operational Process, SOPs & Playbooks**: Maintain SOPs, playbooks, and triage processes for consistent escalation handling. Design and implement scalable workflows across customers, geographies, and campaign types. Identify bottlenecks and lead improvements that reduce manual work and clarify ownership.
**Analytics, Insights & Measurement**: Track and report escalation campaign metrics in Salesforce, monitor adoption and network health, and design measurement frameworks. Synthesize data across customers and geographies to identify trends and scalable opportunities, translating findings into executive-ready narratives.
**Salesforce & Systems Discipline**: Maintain accurate data and activity tracking in Salesforce and related systems. Lead improvements to workflows and reporting structures for escalation campaigns and engagement plans. Define system requirements balancing user experience, data quality, and reporting needs.
**Cross-Functional Collaboration & Influence**: Align stakeholders around engagement priorities and escalation plans. Lead cross-functional initiatives requiring coordination and shared accountability. Influence teams without direct authority using evidence and clear recommendations.
**Communication, Facilitation & Executive Presence**: Facilitate customer, partner, and internal discussions with confidence. Lead complex conversations involving escalation themes or adoption challenges. Create executive-ready narratives combining data, context, risk, and recommendations.
**Problem Solving & Continuous Improvement**: Diagnose adoption and engagement challenges, leading experimentation with new engagement models. Balance innovation with process discipline, measurement, and scalability.
**Customer & Community Impact**: Keep customer goals and community outcomes central to decision-making. Connect community engagement work to customer value, adoption, retention, and measurable outcomes.
The role requires 30-50% travel. This is a remote position with U.S. base; candidates must reside in New Hampshire.
**Requirements:**
- 5+ years of experience in customer success, community engagement, implementation, account management, public health, human services, social services, or related customer-facing role, including experience operating across multiple customers, geographies, or campaigns
- Experience working with state or local government agencies, community-based organizations (CBOs), nonprofits, healthcare organizations, or organizations serving vulnerable populations
- Demonstrated success designing scalable engagement strategies and building relationships across multiple stakeholder groups (customers, community partners, government agencies, cross-functional internal teams)
- Experience coaching, mentoring, or enabling other CSMs or cross-functional partners on community strategy, escalation management, or adoption practices
- Experience managing complex, multi-customer or multi-market projects requiring coordination across competing priorities and changing timelines
- Strong analytical and operational skills with experience designing measurement frameworks, synthesizing data across customers or geographies, and translating findings into executive-ready recommendations
- Experience building scalable SOPs, playbooks, or operating models, and driving operational consistency across teams
- Experience using CRM or case management platforms (Salesforce preferred), including leading workflow or reporting improvements
- Comfortable working in fast-paced, evolving environments where processes, priorities, and customer needs continue to develop
