Senior Community Strategy Manager - New Hampshire

The role

The Senior Community Strategy Manager designs scalable engagement strategies and enablement frameworks for Customer Success, Sales, and Implementation teams. This role manages escalation processes, builds operational playbooks, and uses data to improve network health and adoption.

What you will do

• Serve as a consultative partner to Customer Success, Sales, and Implementation teams
• Lead cross-functional training on escalation, adoption, and community strategy practices
• Execute community engagement and network strategies for priority customers
• Build relationships with community partners and coach CSMs on engagement plans
• Manage and co-facilitate escalation processes and triage
• Design escalation campaigns and playbooks to address adoption barriers
• Maintain SOPs, playbooks, and triage processes
• Track and report escalation campaign metrics in Salesforce
• Synthesize data to identify trends and translate findings into executive-ready narratives
• Maintain accurate data and activity tracking in Salesforce

Required qualifications

• 5+ years of experience in customer success, community engagement, implementation, account management, public health, human services, social services, or a related customer-facing role
• Experience operating across multiple customers, geographies, or campaigns
• Experience working with state or local government agencies, community-based organizations (CBOs), nonprofits, healthcare organizations, or other organizations serving vulnerable populations
• Demonstrated success designing scalable engagement strategies and building relationships across multiple stakeholder groups
• Experience coaching, mentoring, or enabling other CSMs or cross-functional partners
• Experience managing complex, multi-customer or multi-market projects
• Strong analytical and operational skills
• Experience building scalable SOPs, playbooks, or operating models
• Experience using CRM or case management platforms
• Must reside in New Hampshire

Nice to have

• Salesforce preferred

Benefits

• Medical, Dental, and Vision
• Unlimited virtual mental health and acute medical visits
• Employee Assistance Program (EAP) and wellness platform subscription
• Flexible Time Off including volunteer days and mental health days
• 14 paid, company-wide holidays
• Paid Parental Leave
• Employee Resource Groups
• Tax-advantaged health savings accounts (HSAs), flexible spending accounts (FSAs), and commuter benefits
• 401(k) + Employer Match with immediate vesting
• Life and AD&D - company paid with option to purchase additional coverage
• Disability Coverage
• Accident Insurance

Before you apply

• Candidates must reside in New Hampshire to be considered
• All team members will be required to pass a background check which includes criminal, employment, and education verification

About the company

Unite Us mission is to unlock the potential of every community. 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.