The posting
Job Title: Senior Community Strategy Manager - New Hampshire
Department: Customer Success
About the Role: The Senior Community Strategy Manager turns community strategy expertise into approaches, systems, and enablement that make multiple customers and teams more successful. This role scales the operational and analytical foundation that allows the Director of Community Strategy to focus on cross-functional vision, by designing scalable engagement strategies, building enablement frameworks for Customer Success, Sales, and Implementation, and improving how escalation, adoption, and network-health data are captured and used across the organization.This role sits at the intersection of process design, analytics, and consultative enablement at a larger scale than the Community Strategy Manager level. You'll design frameworks and playbooks that other CSMs and cross-functional partners use to engage community partners, resolve escalations, and drive adoption across multiple customers, geographies, or campaigns, while coaching others and demonstrating the effectiveness of engagement efforts with data.
What You'll Do:
Internal Enablement & Consultative Partnership
- Serve as a consultative partner to Customer Success, Sales, and Implementation teams, providing guidance, tools, and coaching that improve execution consistency, and build enablement frameworks that improve how these teams engage customers and partners.
- Lead cross-functional training or working sessions on escalation, adoption, and community strategy practices, and measure whether enablement improves team execution and outcomes.
Community Strategy & Network Engagement
- Execute community engagement and network strategies for priority customers and design scalable network engagement strategies across customer segments, geographies, or campaigns.
- Build strong relationships with community partners, anticipate adoption risks and align internal teams on response plans, and coach CSMs on tailoring engagement plans to customer and partner context.
Escalation Management & Triage
- Manage and co-facilitate escalation processes, ensuring issues are triaged, tracked, and resolved, and coordinate cross-functional stakeholders to drive accountability and timely resolution.
- Design escalation campaigns and playbooks that address recurring adoption or partner engagement barriers, and use escalation data to prioritize interventions and prevent repeat issues.
Operational Process, SOPs & Playbooks
- Maintain SOPs, playbooks, and triage processes for consistent handling of community escalations, and design and implement scalable workflows and operating approaches across customers, geographies, and campaign types.
- Identify process bottlenecks and lead improvements that reduce manual work or unclear ownership, connecting SOPs to measurement, accountability, and enablement.
Analytics, Insights & Measurement
- Track and report escalation campaign metrics in Salesforce, monitor adoption, engagement, and network health, and design measurement frameworks for escalation campaigns, adoption efforts, surveys, and engagement initiatives.
- Synthesize data across customers and geographies to identify trends and scalable opportunities, and translate data into executive-ready narratives and prioritization recommendations.
Salesforce & Systems Discipline
- Maintain accurate data and activity tracking in Salesforce and related systems, and lead improvements to Salesforce workflows and reporting structures for escalation campaigns, engagement plans, and satisfaction tracking.
- Define system requirements that balance user experience, data quality, and reporting needs, and audit data quality to drive corrective action across teams.
Cross-Functional Collaboration & Influence
- Align stakeholders around engagement priorities, escalation plans, and customer outcomes, and lead cross-functional initiatives that require coordination, shared operating rhythms, and accountability within defined community strategy priorities.
- Influence teams without direct authority by using evidence, customer context, and clear recommendations, and resolve misalignment before it affects customer or community outcomes.
Communication, Facilitation & Executive Presence
- Facilitate customer, partner, and internal discussions with confidence and clarity, and lead complex or sensitive conversations involving escalation themes, adoption challenges, or cross-functional tradeoffs.
- Create executive-ready narratives that combine data, context, risk, and recommendations, and coach others on concise, outcome-oriented communication.
Problem Solving, Innovation & Continuous Improvement
- Diagnose adoption, engagement, and operational challenges, and lead experimentation with new models for engagement, escalation campaigns, or adoption improvement.
- Balance innovation with process discipline, measurement, and scalability, and share learnings through playbooks, enablement, and cross-functional recommendations.
Customer & Community Impact
- Keep customer goals, partner experience, and community outcomes at the center of decision-making, and connect community engagement work to customer value, adoption, retention, and measurable outcomes.
- Identify cross-customer themes that affect community partners and help teams prioritize work based on customer and community impact.
You’re a great fit for this role if:
- 5+ years of experience in customer success, community engagement, implementation, account management, public health, human services, social services, or a 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 other organizations serving vulnerable populations.
- Demonstrated success designing scalable engagement strategies and building relationships across multiple stakeholder groups, including customers, community partners, government agencies, and 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 that require 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 a fast-paced, evolving environment where processes, priorities, and customer needs continue to develop.
Our Mission:
Unite Us’ mission is to unlock the potential of every community. Our co-founders started Unite Us in 2013 to serve the people they served with. They witnessed firsthand the barriers and inefficiencies in trying to navigate health and social services, and set out to improve that experience for veterans and their families. Unite Us quickly expanded to serving all people who need connections to care across our country. Through Unite Us’ national network and software, community-based organizations, government agencies, and healthcare organizations are all connected to better collaborate to meet the needs of the individuals in their communities. We drive the collaboration to predict, deliver, and pay for services that impact whole-person health. If you want to do well and do good, join Unite Us.
Environmental Job Requirements and Working Conditions:
- This position is remote, U.S. based. Candidates must reside in New Hampshire to be considered.
- This position may require 30-50% travel
- The target pay range for this role is: $85,000-$95,000. This salary range represents our target hiring range for this role. The proposed salary will be dependent on the candidate's skills, experience, and competencies, as well as location.
- All team members will be required to pass a background check which includes criminal, employment, and education verification
Benefits provided by Unite Us:
Medical, Dental, and Vision
We offer insurance to team members and eligible partners and dependents, including unlimited virtual mental health and acute medical visits.
Wellness
Mental health benefits, such as the Employee Assistance Program (EAP) and wellness platform subscription, are available to all team members.
Flexible Time Off
Take what you need, including volunteer days and mental health days. We also offer 14 paid, company-wide holidays.
Paid Parental Leave
Adoptive parents are included.
Employee Resource Groups
Join our ERGs to connect and engage with colleagues, like Military Veterans
Spending Accounts
We offer tax-advantaged health savings accounts (HSAs), flexible spending accounts (FSAs), and commuter benefits.
401(k) + Employer Match
Enjoy matching, immediate vesting and financial wellness resources
Additional Benefits
Life and AD&D - a company paid benefit, with the option to purchase additional coverage for yourself and your dependents
Disability Coverage
Accident Insurance
Pet Insurance
As part of this work at home job, we will provide you with all the necessary equipment to perform your duties, including a computer, mouse, keyboard as well as other items on our approved list of WFH supplies.
Unite Us is committed to building a diverse team and fostering an inclusive culture, and is proud to be an equal opportunity employer. We embrace and encourage our employees' differences in race, religion, color, national origin, gender, family status, sexual orientation, gender identity, gender expression, age, veteran status, disability, pregnancy, medical conditions, and other characteristics. If you require assistance in applying for open positions due to a disability please email us at [email protected] to request an accommodation.
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