Remote Community Strategy Lead for Customer Success

Unite Us; Virginia; Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental, Vision insurance

Flexible time off

Paid parental leave

401(k) + employer match

WFH equipment

Job summary

Unite Us is seeking a Community Strategy Manager for Virginia to operationalize and analyze our community strategy across Customer Success and Sales. You will standardize processes, track escalations in Salesforce, and partner with RevOps and Analytics to capture data that demonstrates impact.

The role sits at the intersection of process design, analytics, and enablement, ensuring teams have tools and insights to engage partners, resolve escalations, and drive adoption at scale.

Qualifications

• 3+ years of experience in customer-facing roles such as customer success, community engagement, implementation, or related fields.

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; collaborate with Sales and Implementation to align onboarding and embed community processes early.
• Retention & Engagement: drive retention across assigned customer accounts; partner with community-based organizations to strengthen relationships; collaborate with Marketing and Revenue Operations to align strategies and meet community-focused objectives; foster meaningful connections that improve customer and community outcomes.
• Operational Process: maintain SOPs, playbooks, and triage processes for consistent handling of 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; manage customer surveys after escalations to measure satisfaction; develop innovative models to drive user adoption.
• Communication and Events: work with Marketing on community-facing materials; support community-focused Marketing events.

Skills

Customer success

Relationship building

Account management

Data analysis

Tools

Salesforce

Job description

Unite Us is seeking a Community Strategy Manager for Virginia to operationalize and analyze our community strategy across Customer Success and Sales. You will standardize processes, track escalations in Salesforce, and partner with RevOps and Analytics to capture data that demonstrates impact.

The role sits at the intersection of process design, analytics, and enablement, ensuring teams have tools and insights to engage partners, resolve escalations, and drive adoption at scale.