Remote Community Strategy Enablement Manager

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

401(k) + Employer Match

Life and AD&D

Disability Coverage

Pet Insurance

Job summary

Unite Us is seeking a Community Strategy Enablement Manager to provide the operational and analytical backbone for the Community Strategy Leadership, ensuring standardized processes across Customer Success and Sales and coordinating with RevOps and Analytics.

You’ll support escalation campaigns, adoption efforts, and data-driven insights while collaborating with Marketing and Revenue Operations to drive impact across customers and community partners.

Qualifications

• 3+ years of experience in customer success, community engagement, implementation, account management, public health, human services, or a related customer-facing role.
• Experience 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.

Responsibilities

• Internal Enablement: Serve as a consultative partner to Customer Success Managers, supporting escalation reviews and building network engagement plans for new and priority customers.
• Internal Enablement: Collaborate with Sales and Implementation teams to align on customer onboarding and embed community processes early.
• Retention & Engagement: Drive retention across assigned customer accounts.
• Retention & Engagement: Actively partner with community-based organizations to strengthen relationships and address shared goals.
• Retention & Engagement: Collaborate closely with Marketing and Revenue Operations teams to align strategies and ensure community-focused objectives are met.
• Retention & Engagement: Foster meaningful connections that enhance customer and community outcomes.
• Operational Process: Maintain SOPs, playbooks, and triage processes for consistent handling of community escalations.
• Operational Process: Facilitate weekly escalation review meetings and track follow-up actions across teams.
• Analytics & Insights: Track, and report escalation campaign metrics in Salesforce.
• Analytics & Insights: Monitor adoption, network health, and partner engagement data, for key customers and geographies, as needed.
• Analytics & Insights: Manage customer surveys following escalations to measure satisfaction and demonstrate effectiveness of resolution efforts.
• Analytics & Insights: 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.
• Communication and Events: Support Community-focused Marketing events.

Skills

Customer Success

Community Engagement

Account Management

Project Coordination

Data Analysis

Tools

Salesforce

Job description

Unite Us is seeking a Community Strategy Enablement Manager to provide the operational and analytical backbone for the Community Strategy Leadership, ensuring standardized processes across Customer Success and Sales and coordinating with RevOps and Analytics.

You’ll support escalation campaigns, adoption efforts, and data-driven insights while collaborating with Marketing and Revenue Operations to drive impact across customers and community partners.