Remote Community Strategy Manager - Customer Success

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

Benefits offered by this job

Medical, Dental, and Vision

Unlimited virtual mental health and a1

Wellness

Mental health benefits (EAP)

14 paid holidays

Paid Parental Leave

Employee Resource Groups

HSAs/FSAs and commuter benefits

401(k) + Employer Match

WFH equipment provided

Job summary

Unite Us seeks a Community Strategy Manager in Virginia to enable cross‑functional execution of our community strategy across Customer Success and Sales. You will standardize processes, manage escalation tracking in Salesforce, and coordinate with RevOps and Analytics to capture data.

This role blends process design, analytics, and consultative enablement to empower teams to engage partners, resolve escalations, and drive adoption at scale.

Qualifications

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

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.
• 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 and monitor adoption and partner engagement data.
• Support Marketing with community-focused materials and events.

Skills

Customer success

Community engagement

Account management

Public health

Social services

Data-driven decisions

Tools

Salesforce

Job description

Unite Us seeks a Community Strategy Manager in Virginia to enable cross‑functional execution of our community strategy across Customer Success and Sales. You will standardize processes, manage escalation tracking in Salesforce, and coordinate with RevOps and Analytics to capture data.

This role blends process design, analytics, and consultative enablement to empower teams to engage partners, resolve escalations, and drive adoption at scale.