Community Strategy Manager - Hawaii

Unite Us; Kailua (HI); Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental, and Vision

Unlimited virtual mental health visits

Wellness programs

Flexible Time Off

14 paid holidays

401(k) + Employer Match

WFH equipment provided

Diversity and inclusion commitment

Job summary

Unite Us invites a Community Strategy Manager to Hawaii to align customer success and community partners. You’ll design and execute cross-functional processes, standardize escalation workflows in Salesforce, and partner with RevOps and Analytics to capture actionable data for effective engagement.

You’ll drive adoption across key accounts and maintain playbooks and SOPs while collaborating with Marketing and Sales to meet community-focused objectives.

Qualifications

• 3+ years in customer success, community engagement, or related roles.
• Experience with state/local government, CBOs, or health and social services.
• Proven ability to manage relationships across stakeholders and teams.
• Experience leading complex projects with multiple organizations.

Responsibilities

• Provide operational and analytical backbone to Community Strategy Leadership.
• Standardize processes and track escalations in Salesforce across teams.
• Collaborate with Sales, Implementation, Marketing, and RevOps.
• Drive adoption and maintain community-focused metrics and campaigns.
• Maintain SOPs and run weekly escalation review meetings.
• Monitor data, reports, and partner engagement for key customers/geos.

Skills

Customer success

Community engagement

Account management

Public health

Social services

Data analysis

CRM (Salesforce)

Tools

Salesforce

Job description

Job Title:

Community Strategy Manager - Hawaii

Customer SuccessAbout 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 EnablementServe 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 & EngagementDrive 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 ProcessMaintain SOPs, playbooks, and triage processes for consistent handling of community escalations.
• Facilitate weekly escalation review meetings and track follow-up actions across teams.
• Analytics & InsightsTrack, 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 & think outside the box when it comes to developing new models that drive user adoptionCommunication and EventsWork with Marketing on Community-facing materialsSupport 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 VeteransSpending 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.

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