Remote Hawaii: Community Strategy Manager

Unite Us; Oregon; Hybrid; USD 75,000 - 85,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Mental health support

Flexible time off

Company holidays

Job summary

Unite Us in Hawaii offers a remote, U.S.-based Community Strategy Manager role within Customer Success. You will operationalize the community strategy, standardize processes, and coordinate with RevOps, Sales, and Analytics to capture data and drive adoption across partners and customers.

The role emphasizes cross-functional collaboration, performance measurement, and scalable engagement with community organizations, with a focus on improving outcomes for vulnerable populations and ensuring

Qualifications

• 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.

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.
• 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.
• 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, 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.
• Work with Marketing on Community-facing materials
• Support Community-focused Marketing events.

Job description

Unite Us in Hawaii offers a remote, U.S.-based Community Strategy Manager role within Customer Success. You will operationalize the community strategy, standardize processes, and coordinate with RevOps, Sales, and Analytics to capture data and drive adoption across partners and customers.

The role emphasizes cross-functional collaboration, performance measurement, and scalable engagement with community organizations, with a focus on improving outcomes for vulnerable populations and ensuring