Community Strategy Manager - Hawaii
About The Position
The Community Strategy Manager provides operational and analytical support for Community Strategy Leadership and helps execute a cross-functional approach to connecting customers with community partners. The role promotes consistent execution across Customer Success and Sales by standardizing processes, managing escalation tracking in Salesforce, and coordinating with Revenue Operations and Analytics to capture relevant data. It also supports and tracks customer escalations to measure the effectiveness of escalation campaigns and adoption efforts. Working across process design, analytics, and consultative enablement, the manager equips internal teams with tools, insights, and frameworks to engage partners, resolve escalations, and drive adoption at scale. The position connects community strategy with data and performance measurement to demonstrate engagement effectiveness to internal teams and customers. This is a remote, U.S.-based position, and candidates must live in Hawaii. The role may require 30–50% travel.
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, such as customers, community partners, government agencies, or cross-functional internal teams.
- Experience managing complex projects or programs involving coordination across 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 and comfort learning new technology platforms.
- Ability to work in a fast-paced, evolving environment where processes, priorities, and customer needs continue to develop.
- Must live in the state of Hawaii.
Nice To Haves
- Experience using Salesforce.
Responsibilities
- Serve as a consultative partner to Customer Success Managers by supporting escalation reviews and building network engagement plans for new and priority customers.
- Coordinate with Sales and Implementation teams to align customer onboarding and incorporate community processes early.
- Drive retention across assigned customer accounts.
- Partner with community-based organizations to strengthen relationships and address shared goals.
- Work with Marketing and Revenue Operations to align strategies and meet community-focused objectives.
- Build connections that improve 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 resolution effectiveness.
- Develop innovative models to drive user adoption.
- Work with Marketing on community-facing materials.
- Support community-focused marketing events.
Benefits
- Medical, dental, and vision insurance for team members and eligible partners and dependents.
- Unlimited virtual mental health and acute medical visits.
- 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.
- Disability coverage.
- Accident insurance.
- Pet insurance.
- Necessary work-from-home equipment, including a computer, mouse, keyboard, and other items on the approved supplies list.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
