Community Strategy Enablement Lead

Unite Us; Town of Florida (NY); Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental, and Vision

Flexible Time Off

Paid Parental Leave

Employee Resource Groups

Spending Accounts

401(k) + Employer Match

Disability Coverage

Pet Insurance

WFH equipment provided

Job summary

Unite Us is hiring a Community Strategy Enablement Manager - Florida to serve as the operational backbone for cross-functional community strategy execution within Customer Success and Sales. You will standardize processes, manage escalation tracking in Salesforce, and collaborate with RevOps and Analytics to capture data and measure impact.

You will enable internal teams with tools, insights, and playbooks to engage partners, resolve escalations, and drive adoption at scale, while connecting

Qualifications

• 3+ years in customer success, community engagement, implementation, or related customer-facing role.
• Experience with state or local government agencies, community-based organizations, nonprofits, or healthcare organizations.
• Ability to coordinate across multiple stakeholders and changing timelines.
• Strong analytical and operational skills with data-driven decision making.
• Experience using CRM or case management platforms, preferably Salesforce.

Responsibilities

• 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.
• Partner with community-based organizations to strengthen relationships and address shared goals.
• Collaborate with Marketing and Revenue Operations to align strategies and ensure community-focused objectives are met.
• Foster meaningful connections that enhance customer and community outcomes.
• Maintain SOPs, playbooks, and triage processes for consistent handling of community escalations.
• Facilitate weekly escalation review meetings and track follow-up actions across teams.
• 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.
• Be innovative & think outside the box when it comes to developing new models that drive user adoption.
• Work with Marketing on Community-facing materials.
• Support Community-focused Marketing events.

Skills

Customer Success

Community Engagement

Implementation

Account Management

Public Health

Human Services

Social Services

Customer-facing

Tools

Salesforce

Job description

Unite Us is hiring a Community Strategy Enablement Manager - Florida to serve as the operational backbone for cross-functional community strategy execution within Customer Success and Sales. You will standardize processes, manage escalation tracking in Salesforce, and collaborate with RevOps and Analytics to capture data and measure impact.

You will enable internal teams with tools, insights, and playbooks to engage partners, resolve escalations, and drive adoption at scale, while connecting