Remote Community Strategy Manager, Hawaii

Unite Us; Hawaii; Hybride; USD 75 000 - 85 000; Plein temps

Avantages offerts par ce poste

Medical, Dental, and Vision

Flexible Time Off

401(k) + Employer Match

Résumé du poste

Unite Us is seeking a Community Strategy Manager for Hawaii to provide operational and analytical backbone, coordinating escalation tracking in Salesforce and collaborating with Customer Success and Sales to execute a cross-functional community strategy.

The ideal candidate has 3+ years in customer success or related roles, experience with government and nonprofit partners, and strong analytical capabilities to measure outcomes and drive adoption.

Qualifications

• 3+ years in customer success, community engagement, implementation, account management, public health, human services, or 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.

Responsabilités

• 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.
• Actively partner with community-based organizations to strengthen relationships and address shared goals.
• Collaborate with Marketing and RevOps to align strategies and meet community-focused objectives.
• Foster meaningful connections that enhance customer and community outcomes.
• 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.
• Monitor adoption, network health, and partner engagement data for key customers and geographies.
• Manage customer surveys after escalations to measure satisfaction and impact.
• Be innovative and think outside the box to drive user adoption.
• Work with Marketing on community-facing materials and support community events.

Connaissances

Customer success

Analytics

Stakeholder engagement

Cross-functional collaboration

SaaS platforms

Outils

Salesforce

Description du poste

Unite Us is seeking a Community Strategy Manager for Hawaii to provide operational and analytical backbone, coordinating escalation tracking in Salesforce and collaborating with Customer Success and Sales to execute a cross-functional community strategy.

The ideal candidate has 3+ years in customer success or related roles, experience with government and nonprofit partners, and strong analytical capabilities to measure outcomes and drive adoption.