Community Strategy Enablement Manager

Unite&Co

28d • $75,000 - $85,000 • Remote

About The Position

The Community Strategy Enablement Manager will provide the operational and analytical backbone that allows the Head of Community Strategy to focus on designing and executing on a cross-functional vision for the connection between our customers and their community partners. This role ensures that our community strategy is consistently executed across Customer Success and Sales by standardizing processes, managing escalation tracking in Salesforce, and coordinating with RevOps and Analytics to capture the right data. By supporting and tracking customer escalations, the Community Strategy Enablement Manager demonstrates the measurable effectiveness of escalation campaigns and adoption efforts. This role sits at the intersection of process design, analytics, and consultative enablement. You'll ensure internal teams have the tools, insights, and frameworks needed to engage partners, resolve escalations, and drive adoption at scale. By connecting community strategy with data and performance measurement, you'll help demonstrate the effectiveness of our engagement efforts both internally and with customers. Only applicants based in the state of New Hampshire will be considered for this position

Requirements

• 3+ years of professional work experience suggested
• 1-3+ years of customer success, community engagement, or related work experience

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 teams to align on customer onboarding and embed community processes early.
• Retention & Engagement 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.
• Operational Process Maintain SOPs, playbooks, and triage processes for consistent handling of community 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, 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
• Communication and Events Work with Marketing on Community-facing materials Support Community-focused Marketing events.

Benefits

• Medical, Dental, and Vision We offer insurance to team members and eligible partners and dependents, including unlimited virtual mental health and acute medical visits.
• Wellness Mental health benefits, such as the Employee Assistance Program (EAP) and wellness platform subscription, are available to all team members.
• Flexible Time Off Take what you need, including volunteer days and mental health days. We also offer 14 paid, company-wide holidays.
• Paid Parental Leave Adoptive parents are included.
• Employee Resource Groups Join our ERGs to connect and engage with colleagues, like Military Veterans Spending Accounts We offer tax-advantaged health savings accounts (HSAs), flexible spending accounts (FSAs), and commuter benefits.
• 401(k) + Employer Match Enjoy matching, immediate vesting and financial wellness resources Additional Benefits Life and AD&D - a company paid benefit, with the option to purchase additional coverage for yourself and your dependents Disability Coverage Accident Insurance Pet Insurance
• As part of this work at home job, we will provide you with all the necessary equipment to perform your duties, including a computer, mouse, keyboard as well as other items on our approved list of WFH supplies.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 51-100 employees