Community Strategy Manager - Virginia

Unite Us

12h•$75,000 - $85,000•Remote

About The Position

The Community Strategy Manager provides operational and analytical support for Community Strategy Leadership, helping ensure a consistent community strategy across Customer Success and Sales. The role standardizes processes, manages escalation tracking in Salesforce, and coordinates with Revenue Operations and Analytics to capture relevant data. It supports and tracks customer escalations to demonstrate the effectiveness of escalation campaigns and adoption efforts. Working across process design, analytics, and consultative enablement, the Community Strategy Manager equips internal teams with tools, insights, and frameworks to engage partners, resolve escalations, and drive adoption. The position supports assigned customer accounts, strengthens relationships with community-based organizations, and connects community strategy with performance measurement. This is a remote, U.S.-based position. Candidates must live in Virginia. The role may require 30–50% travel. Unite Us provides necessary work-from-home equipment. The target pay range is $75,000–$85,000, with the proposed salary dependent on skills, experience, competencies, and location.

Requirements

At least 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, 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 involving multiple organizations, competing priorities, and changing timelines.
Strong analytical and operational skills, including 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 is preferred.
Comfort learning new technology platforms.
Comfort working in a fast-paced, evolving environment where processes, priorities, and customer needs continue to develop.
Must live in Virginia to be considered.
Must pass a background check that includes criminal, employment, and education verification.

Nice To Haves

Experience using Salesforce.

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.
Partner with community-based organizations to strengthen relationships and address shared goals.
Collaborate with Marketing and Revenue Operations to align strategies and meet community-focused objectives.
Foster connections that enhance customer and community outcomes.
Maintain standard operating procedures, 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 the effectiveness of resolution efforts.
Develop new models to drive user adoption.
Work with Marketing on community-facing materials.
Support community-focused Marketing events.

Benefits

Medical, dental, and vision insurance, including unlimited virtual mental health and acute medical visits for team members and eligible partners and dependents.
Employee Assistance Program and wellness platform subscription.
Flexible Time Off, including volunteer days and mental health days.
14 paid company-wide holidays.
Paid parental leave, including for adoptive parents.
Employee Resource Groups.
Health savings accounts, flexible spending accounts, and commuter benefits.
401(k) with employer match, immediate vesting, and financial wellness resources.
Company-paid life and AD&D coverage, with the option to purchase additional coverage for the employee and dependents.
Disability coverage.
Accident insurance.
Pet insurance.
Necessary work-from-home equipment, including a computer, mouse, keyboard, and other items on the approved list of supplies.