Community Strategy Enablement Manager - Remote

Conexess Group; Columbia Township (MO); On-site; USD 90,000 - 130,000; Full time

Job summary

The Community Strategy Enablement Manager at Conexess Group will lead scalable community engagement initiatives across Customer Success, Sales, and cross-functional teams, delivering operational structure, analytics, and enablement resources to ensure consistent implementation.

Sitting at the intersection of operations, analytics, and strategic enablement, the role focuses on scalable workflows, escalation management, and turning performance data into actionable insights to drive adoption and

Qualifications

• 3+ years in Customer Success, Community Engagement, Implementation, Account Management, Operations, or related fields.
• Experience with government, nonprofits, healthcare, or other complex stakeholder environments.
• Strong ability to build relationships across multiple groups and drive collaborative initiatives.
• Experience managing projects involving multiple teams and changing priorities.
• Excellent written and verbal communication; able to translate data into clear recommendations.

Responsibilities

• Support the execution and scalability of community engagement strategies across cross-functional teams.
• Develop and maintain SOPs, playbooks, workflows, and escalation processes.
• Track engagement and adoption metrics using CRM and reporting tools; provide insights to leadership.
• Collaborate with Marketing, Revenue Operations, Customer Success, and other internal teams to align initiatives with goals.
• Plan and support events, campaigns, and external-facing resources to improve awareness and adoption.

Skills

Customer Success

Community Engagement

Operations

Project Management

Cross-Functional Collaboration

Data Analysis

Tools

Salesforce

Job description

The Community Strategy Enablement Manager will play a key role in supporting the execution and scalability of community engagement strategies across Customer Success, Sales, and other cross-functional teams. This role will provide the operational structure, analytical insights, and enablement resources needed to ensure engagement strategies are implemented consistently and effectively.

This position sits at the intersection of operations, analytics, process improvement, and strategic enablement. The manager will help establish scalable workflows, oversee escalation processes, track engagement and adoption metrics, and translate performance data into actionable insights.

The ideal candidate is highly organized, analytical, collaborative, and comfortable working across multiple teams. They should enjoy building processes, solving operational challenges, managing complex initiatives, and using data to identify opportunities for improved engagement and adoption.

What You'll DoInternal Enablement

The Community Strategy Enablement Manager will play a key role in supporting the execution and scalability of community engagement strategies across Customer Success, Sales, and other cross-functional teams. This role will provide the operational structure, analytical insights, and enablement resources needed to ensure engagement strategies are implemented consistently and effectively.

This position sits at the intersection of operations, analytics, process improvement, and strategic enablement. The manager will help establish scalable workflows, oversee escalation processes, track engagement and adoption metrics, and translate performance data into actionable insights.

The ideal candidate is highly organized, analytical, collaborative, and comfortable working across multiple teams. They should enjoy building processes, solving operational challenges, managing complex initiatives, and using data to identify opportunities for improved engagement and adoption.

Retention & Engagement

• Support customer retention and engagement strategies across assigned accounts.
• Build and maintain relationships with external partners and stakeholders to strengthen engagement and address shared objectives.
• Collaborate with Marketing, Revenue Operations, Customer Success, and other internal teams to align engagement initiatives with broader organizational goals.
• Identify opportunities to improve adoption, strengthen relationships, and increase overall engagement.
• Develop creative and scalable approaches to address engagement challenges and drive stronger outcomes.

Operational Process

• Create, maintain, and continuously improve SOPs, playbooks, workflows, and escalation processes.
• Establish consistent processes for documenting, prioritizing, managing, and resolving escalations.
• Facilitate recurring escalation review meetings and ensure action items are clearly documented and followed through to completion.
• Track open issues and coordinate with internal stakeholders to maintain accountability and timely resolution.
• Identify operational gaps and recommend improvements that increase efficiency, consistency, and visibility.
• Help evolve processes as organizational priorities, customer needs, and business requirements change.

Analytics & Insights

• Track and report engagement, escalation, adoption, and campaign performance using CRM and reporting tools.
• Monitor key performance indicators to identify trends, risks, opportunities, and areas for improvement.
• Partner with Revenue Operations and Analytics teams to ensure relevant data is captured accurately and consistently.
• Analyze customer and engagement data to evaluate the effectiveness of initiatives and inform future strategies.
• Develop reporting and insights that demonstrate the impact of engagement and escalation programs.
• Manage feedback and survey processes to evaluate satisfaction and measure the effectiveness of resolution efforts.
• Develop new analytical models and approaches to identify opportunities for improving adoption and engagement.
• Translate complex data into clear, actionable recommendations for internal stakeholders.

Communication & Events

• Partner with Marketing to develop external-facing materials and resources that support engagement initiatives.
• Assist with planning and execution of events, campaigns, and other engagement programs.
• Help communicate program results, insights, and best practices to internal stakeholders.
• Support the development of messaging and resources designed to improve awareness, participation, and adoption.

What You'll Bring

• 3+ years of experience in Customer Success, Community Engagement, Implementation, Account Management, Operations, Public Health, Human Services, Social Services, or a related field.
• Experience working with government agencies, nonprofits, healthcare organizations, community-based organizations, or other complex stakeholder environments.
• Demonstrated ability to build strong relationships across multiple stakeholder groups.
• Experience managing projects or programs involving multiple teams, organizations, competing priorities, and changing timelines.
• Strong analytical and operational capabilities with experience using data to measure performance, identify trends, and improve processes.
• Experience creating and maintaining SOPs, playbooks, workflows, process documentation, or operational frameworks.
• Experience working with CRM, case management, or workflow management platforms; Salesforce experience is preferred.
• Strong project management, organizational, and time-management skills.
• Excellent written and verbal communication skills.
• Ability to translate data and complex information into clear, actionable recommendations.
• Comfortable working cross-functionally and influencing stakeholders without direct authority.
• Strong problem-solving skills and a proactive approach to identifying and addressing challenges.
• Ability to work effectively in a fast-paced, evolving environment.
• Comfortable adapting processes and priorities as business needs change.
• Creative and innovative mindset with a willingness to develop new approaches to improve engagement and adoption.

Preferred Qualifications

• Experience in SaaS, technology, healthcare, government, nonprofit, or other complex service-oriented environments.
• Experience supporting enterprise customers or managing strategic accounts.
• Familiarity with Salesforce reporting, dashboards, or CRM-based workflow management.
• Experience with customer engagement, adoption, retention, or community partnership initiatives.
• Experience developing performance metrics, reporting frameworks, or operational dashboards.
• Experience working with cross-functional teams such as Sales, Customer Success, Marketing, Revenue Operations, Analytics, or Implementation.