Community Strategy Enablement Manager

Job Overview

Job Title: Community Strategy Enablement Manager - Pennsylvania Department: Customer Success About the Role : The Community Strategy Enablement Manager will provide the operational and analytical backbone that allows the Community Strategy Leadership 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.

Job Description

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.

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.

Key Responsibilities

• Job Title: Community Strategy Enablement Manager - Pennsylvania Department: Customer Success About the Role : The Community Strategy Enablement Manager will provide the operational and analytical backbone that allows the Community Strategy Leadership to focus on designing and executing on a cross-functional vision for the connection between our customers and their community partners.
• By supporting and tracking customer escalations, the Community Strategy Enablement Manager demonstrates the measurable effectiveness of escalation campaigns and adoption efforts.
• What You'll Do : Internal Enablement Serve as a consultative partner to Customer Success Managers, supporting escalation reviews and building network engagement plans for new and priority customers.
• 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.
• You’re a great fit for this role if : 3+ years of experience in customer success, community engagement, implementation, account management, public health, human services, social services, or a related customer-facing role.
• Demonstrated success building relationships across multiple stakeholder groups, including customers, community partners, government agencies, or cross-functional internal teams.
• Experience using CRM or case management platforms (Salesforce preferred) and comfort learning new technology platforms.

Required Skills and Qualifications

• You’re a great fit for this role if : 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 (CBOs), nonprofits, healthcare organizations, or other organizations serving vulnerable populations.
• Experience managing complex projects or programs that require coordination across multiple organizations, competing priorities, and changing timelines.
• Strong analytical and operational skills with 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 preferred) and comfort learning new technology platforms.
• They witnessed firsthand the barriers and inefficiencies in trying to navigate health and social services, and set out to improve that experience for veterans and their families.
• Candidate must live in the state of Pennsylvania to be considered.

Benefits and Perks

• All team members will be required to pass a background check which includes criminal, employment, and education verification Benefits provided by Unite Us: 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.
• 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.

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

Unite Us is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.