Community Strategy Manager - Hawaii

Community Strategy Manager - Hawaii Department: Customer Success The Community Strategy 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. By supporting and tracking customer escalations, the Community Strategy Manager demonstrates the measurable effectiveness of escalation campaigns and adoption efforts. By connecting community strategy with data and performance measurement, you’ll help demonstrate the effectiveness of our engagement efforts both internally and with customers. 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. 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. Maintain SOPs, playbooks, and triage processes for consistent handling of community escalations. 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 demonstrate effectiveness of resolution efforts. Work with Marketing on Community-facing materials Support Community-focused Marketing events. 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.
• 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 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.
• Comfortable working in a fast-paced, evolving environment where processes, priorities, and customer needs continue to develop.

Unite Us’ mission is to unlock the potential of every community. 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. Unite Us quickly expanded to serving all people who need connections to care across our country. Through Unite Us’ national network and software, community-based organizations, government agencies, and healthcare organizations are all connected to better collaborate to meet the needs of the individuals in their communities. Environmental Job Requirements and Working Conditions : This position is remote, U.Candidates must live in the state of Hawaii to be considered. This position may require 30-50% travel The target pay range for this role is: $75,000-$85,000. This salary range represents our target hiring range for this role. Medical, Dental, and Vision We offer insurance to team members and eligible partners and dependents, including unlimited virtual mental health and acute medical visits. Mental health benefits, such as the Employee Assistance Program (EAP) and wellness platform subscription, are available to all team members. Flexible Time Off We also offer 14 paid, company-wide holidays. 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. Enjoy matching, immediate vesting and financial wellness resources Disability Coverage 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. Unite Us is committed to building a diverse team and fostering an inclusive culture, and is proud to be an equal opportunity employer. We embrace and encourage our employees' differences in race, religion, color, national origin, gender, family status, sexual orientation, gender identity, gender expression, age, veteran status, disability, pregnancy, medical conditions, and other characteristics. If you require assistance in applying for open positions due to a disability please email us at View email address on click.appcast.io