Community Strategy Manager - Virginia

uniteus; United States; Remote; USD 75,000 - 90,000; Full time

Job summary

Unite Us is seeking a Community Strategy Manager in Virginia to operationalize the company’s cross-functional community strategy. You will standardize processes, track escalations in Salesforce, and coordinate with RevOps and Analytics to capture data and measure impact.

You’ll enable Customer Success, Sales, and Marketing teams with tools, playbooks, and insights to engage partners, resolve escalations, and drive adoption at scale.

Qualifications

• 3+ years in customer success, community engagement, implementation or related roles.
• Experience with government, nonprofits, or community organizations serving vulnerable populations.
• Strong collaboration and project management skills across multiple teams.

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 and strengthen relationships with community-based organizations.
• Track escalation metrics in Salesforce and report adoption and engagement insights.

Skills

Customer success experience

Stakeholder management

Analytical skills

Process improvement

Cross-functional collaboration

Tools

Salesforce

Job description

Job Title: Community Strategy Manager - Virginia

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 & think outside the box when it comes to 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 Virgina to be considered.

This position may require 30-50% travel.

The target pay range for this role is: $75,000-$8