Community Strategy Manager at Unite Us - Career Growth

Unite Us; Hawaii; Hybrid; USD 75,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental, and Vision

Flexible Time Off

401(k) + Employer Match

Job summary

Unite Us is seeking a Community Strategy Manager for Hawaii to provide operational and analytical backbone, coordinating escalation tracking in Salesforce and collaborating with Customer Success and Sales to execute a cross-functional community strategy.

The ideal candidate has 3+ years in customer success or related roles, experience with government and nonprofit partners, and strong analytical capabilities to measure outcomes and drive adoption.

Qualifications

• 3+ years in customer success, community engagement, implementation, account management, public health, human services, or 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.

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.
• Actively partner with community-based organizations to strengthen relationships and address shared goals.
• Collaborate with Marketing and RevOps to align strategies and meet community-focused objectives.
• 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 after escalations to measure satisfaction and impact.
• Be innovative and think outside the box to drive user adoption.
• Work with Marketing on community-facing materials and support community events.

Skills

Customer success

Analytics

Stakeholder engagement

Cross-functional collaboration

SaaS platforms

Tools

Salesforce

Job description

Community Strategy Manager at Unite Us - Career Growth in Wilmington

This role offers a compelling blend of operations, analytics, and community-facing strategy — a rare combination that builds highly transferable skills across the health-tech and govtech sectors. Professionals in this space develop expertise in Salesforce CRM, SOP development, escalation management, and cross-functional stakeholder engagement — all in high demand as health and human services organizations increasingly adopt SaaS platforms.

Compensation benchmark: The $75,000–$85,000 range sits at or slightly below market for a mid-level Customer Success or Strategy Manager role in the U.S. tech sector, where comparable roles in major cities often pay $90,000–$110,000. However, given the mission-driven nature of Unite Us and Hawaii's geographic market, this is a reasonable range — though Hawaii's cost of living significantly erodes purchasing power.

• Green flag: Unite Us operates at the intersection of healthcare, government, and social services — a growing, well-funded space with strong job security and meaningful impact.
• Green flag: Cross-functional exposure to Sales, RevOps, Marketing, and Implementation accelerates career growth toward senior strategy or operations leadership.
• Yellow flag: 30–50% travel is substantial; ensure this aligns with your lifestyle before applying.
• Green flag: Flexible PTO, strong benefits, and immediate 401(k) vesting signal a mature, employee-friendly organization.

This role is ideal for someone with a public health or social services background looking to transition into tech-enabled community impact, or a Customer Success professional wanting to specialize in the government/nonprofit sector.

Job Title: Community Strategy Manager - Hawaii

Department: Customer Success

About the Role:

The Community Strategy Manager will provide the operational and analytical backbone that allows the Community Strategy Leadership to focus on designing and executing on a cross-functional vision for the connection between our customers and their community partners. This role ensures that our community strategy is consistently executed across Customer Success and Sales by standardizing processes, managing escalation tracking in Salesforce, and coordinating with RevOps and Analytics to capture the right data. By supporting and tracking customer escalations, the Community Strategy Manager demonstrates the measurable effectiveness of escalation campaigns and adoption efforts.

This role sits at the intersection of process design, analytics, and consultative enablement. You'll ensure internal teams have the tools, insights, and frameworks needed to engage partners, resolve escalations, and drive adoption at scale. By connecting community strategy with data and performance measurement, you'll help demonstrate the effectiveness of our engagement efforts both internally and with customers.

What You'll Do:

Internal Enablement

• 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.

Retention & Engagement

• Drive retention across assigned customer accounts.
• Actively partner with community-based organizations to strengthen relationships and address shared goals.
• Collaborate closely with Marketing and Revenue Operations teams to align strategies and ensure community-focused objectives are met.
• Foster meaningful connections that enhance customer and community outcomes.

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.

Analytics & Insights

• Track and report escalation campaign metrics in Salesforce.
• Monitor adoption, network health, and partner engagement data for key customers and geographies, as needed.
• Manage customer surveys following escalations to measure satisfaction and demonstrate effectiveness of resolution efforts.
• Be innovative and think outside the box when developing new models that drive user adoption.

Communication and Events

• Work with Marketing on community-facing materials.
• Support community-focused marketing events.

You're a great fit for this role if:

• 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.

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 live in the state of Hawaii to be considered.
• This position may require 30–50% travel.
• The target pay range for this role is: $75,000–$85,000. 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
• Pet Insurance

As part of this work-from-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 [e-mail] to request an accommodation.

Do I have to live in Hawaii to apply for this role? Yes. Unite Us explicitly requires candidates to reside in the state of Hawaii to be considered for this position. Candidates living in other U.S. states are not eligible. How much travel is required for this role? This position may require 30–50% travel, likely within Hawaii and potentially to other locations for community partner meetings and marketing events. What is the salary range for the Community Strategy Manager role? The target pay range is $75,000–$85,000 annually. Final compensation depends on the candidate's skills, experience, competencies, and location. What tools and platforms will I use in this role? Salesforce is the primary CRM platform used for escalation tracking and reporting. Candidates should be comfortable with CRM or case management platforms and willing to learn new technology tools. What kind of background is ideal for this position? Ideal candidates have 3+ years in customer success, community engagement, public health, social services, or account management, with experience working with government agencies, nonprofits, or community-based organizations.

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