Senior Community Strategy Manager - New Hampshire

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3d•$85,000 - $95,000•Remote

About The Position

The Senior Community Strategy Manager turns community strategy expertise into approaches, systems, and enablement that help multiple customers and teams succeed. The role scales the operational and analytical foundation that enables the Director of Community Strategy to focus on cross-functional vision. This includes designing scalable engagement strategies, building enablement frameworks for Customer Success, Sales, and Implementation, and improving how escalation, adoption, and network-health data are captured and used across the organization. The position combines process design, analytics, and consultative enablement at a broader scale than the Community Strategy Manager level. The manager designs frameworks and playbooks for CSMs and cross-functional partners to engage community partners, resolve escalations, and drive adoption across customers, geographies, or campaigns. The role also coaches others and uses data to demonstrate the effectiveness of engagement efforts. This is a remote, U.S.-based position. Candidates must reside in New Hampshire. The position may require 30–50% travel. The target pay range is $85,000–$95,000, with the proposed salary dependent on skills, experience, competencies, and location. A background check including criminal, employment, and education verification is required.

Requirements

At least 5 years of experience in customer success, community engagement, implementation, account management, public health, human services, social services, or a related customer-facing role, including work across multiple customers, geographies, or campaigns.
Experience working with state or local government agencies, community-based organizations, nonprofits, healthcare organizations, or other organizations serving vulnerable populations.
Demonstrated success designing scalable engagement strategies and building relationships across customers, community partners, government agencies, and internal cross-functional teams.
Experience coaching, mentoring, or enabling CSMs or cross-functional partners on community strategy, escalation management, or adoption practices.
Experience managing complex multi-customer or multi-market projects involving competing priorities and changing timelines.
Strong analytical and operational skills, including designing measurement frameworks, synthesizing data across customers or geographies, and translating findings into executive-ready recommendations.
Experience building scalable SOPs, playbooks, or operating models and driving operational consistency across teams.
Experience using CRM or case management platforms, including leading workflow or reporting improvements.
Comfort working in a fast-paced, evolving environment where processes, priorities, and customer needs continue to develop.
Must reside in New Hampshire.
Ability to pass a background check that includes criminal, employment, and education verification.

Nice To Haves

Experience with Salesforce; Salesforce is preferred.

Responsibilities

Partner consultatively with Customer Success, Sales, and Implementation teams, providing guidance, tools, coaching, and enablement frameworks.
Lead cross-functional training and working sessions on escalation, adoption, and community strategy, and measure the effect on execution and outcomes.
Execute community engagement and network strategies for priority customers and design scalable strategies across customer segments, geographies, or campaigns.
Build relationships with community partners, anticipate adoption risks, align internal teams on response plans, and coach CSMs on tailoring engagement plans.
Manage and co-facilitate escalation processes; ensure issues are triaged, tracked, and resolved; and coordinate stakeholders to support accountability and timely resolution.
Design escalation campaigns and playbooks addressing recurring adoption or partner engagement barriers, and use escalation data to prioritize interventions and prevent repeat issues.
Maintain SOPs, playbooks, and triage processes, and design scalable workflows and operating approaches across customers, geographies, and campaign types.
Identify process bottlenecks and lead improvements that reduce manual work or unclear ownership, connecting SOPs to measurement, accountability, and enablement.
Track and report escalation campaign metrics in Salesforce; monitor adoption, engagement, and network health; and design measurement frameworks for campaigns, surveys, and engagement initiatives.
Synthesize data across customers and geographies to identify trends and opportunities, and translate findings into executive-ready narratives and prioritization recommendations.
Maintain accurate activity tracking in Salesforce and related systems; lead improvements to workflows and reporting; define system requirements; and audit data quality.
Align stakeholders around engagement priorities, escalation plans, and customer outcomes; lead cross-functional initiatives; and influence teams without direct authority.
Facilitate customer, partner, and internal discussions, including complex or sensitive conversations, and coach others on concise, outcome-oriented communication.
Diagnose adoption, engagement, and operational challenges; lead experimentation with new engagement and escalation models; and share learnings through playbooks and recommendations.
Center customer goals, partner experience, and community outcomes in decision-making; connect engagement work to customer value, adoption, retention, and measurable outcomes; and identify cross-customer themes affecting community partners.

Benefits

Medical, dental, and vision insurance for team members and eligible partners and dependents, including 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 for the employee and dependents.
Disability coverage.
Accident insurance.
Pet insurance.
Work-from-home equipment, including a computer, mouse, keyboard, and other items on the approved supply list.