Part-Time (Contractor) Community Success Manager (Indianapolis, IN)

Viva Benefits•Indianapolis, IN

3d•Hybrid

About The Position

Viva is a network of affordable housing that offers families a set of benefits, including renting at affordable rates, while earning cash back from rent, which they can use to save, invest, and pursue their personal goals. We are creating equity for all through housing. The Community Success Manager (CSM) will be a personal (in-person, on the ground) point of contact for 200+ families across multiple apartment communities helping connect families to benefits. These benefits include the Viva “financial wellness” package, but also access to healthcare through telehealth, free tutoring from Learn To Be (non-profit), and other benefits that may arise. Together with our partners we provide a ‘continuum of care’.

Requirements

An intellectually curious generalist or ‘T-shaped’ professional
Aspiration to learn about early-stage startups
Motivated to help people: e.g. Viva is focused on creating equity for all through housing
Social Workers and Public Health professionals encouraged
Familiarity with the Social Determinants of Health (SDOH) framework encouraged
Former law enforcement or armed services experience welcomed and valued
2+ Years Experience preferred: Helping deliver benefits (eg: health, education, financial inclusion) directly to diverse families in an urban context

Responsibilities

Onboard with Viva: Learn Viva's mission, values, and approach to serving resident families. Meet key members of the Viva team, including your manager, Product team, and company leadership. Participate in weekly virtual all-hands meetings and team meetings. Become proficient with the Viva Benefits app and the resident benefits available through the platform, including healthcare, financial wellness, education, and other community resources. Participate in onboarding activities, including user interviews, product feedback sessions, and ongoing training.
Build Strong Community Partnerships: Develop trusted, collaborative relationships with property management and maintenance staff at each partner community. Serve as an extension of both the property management team and Viva Benefits by maintaining a professional, approachable, and reliable presence. Support partner goals while advancing Viva's mission to improve resident well-being and engagement.
Engage residents in person: Conduct regular door-to-door outreach to introduce residents to Viva Benefits and educate them about available resources. Build authentic relationships by listening to residents' goals, understanding their needs, and connecting them with relevant benefits and services. Educate residents in a consultative, resident-first manner—never through high-pressure sales tactics. Encourage and support residents as they complete onboarding and begin accessing available benefits. Assist with planning and participating in resident meetings, community events, and other engagement opportunities that complement ongoing resident outreach.
Follow up with residents remotely: You will have a work phone number (Google Voice) that you can use to text and connect with residents with whom you have engaged and formed a relationship. However, other members of the team will be focused on remote engagement, so your texts / calls should be in service of (a) actively helping residents you connected with access benefits they have expressed interest in, or (b) coordinating time to connect in person.
Track resident engagement: You will access a shared team tracker that monitors which residents have (1) expressed interest in a benefit, including Viva, and which residents have (2) actually accessed that benefit successfully. Our goal will be to simply move all residents to (1) where there is a legitimate need or interest, and then move all residents to (2) once they express an interest.
Collaborate and Continuously Improve: Bring curiosity, creativity, and a continuous improvement mindset to your work, helping Viva better serve residents and housing partners.