Community Strategy Manager - Virginia

The role

The Community Strategy Manager provides operational and analytical support to the Community Strategy Leadership. This role standardizes processes, manages escalation tracking in Salesforce, and coordinates with RevOps and Analytics to drive customer and community partner engagement.

What you will do

• Serve as a consultative partner to Customer Success Managers
• Collaborate with Sales and Implementation teams on customer onboarding
• Drive retention across assigned customer accounts
• Partner with community-based organizations to strengthen relationships
• Collaborate with Marketing and Revenue Operations teams
• Maintain SOPs, playbooks, and triage processes for community escalations
• Facilitate weekly escalation review meetings
• Track and report escalation campaign metrics in Salesforce
• Monitor adoption, network health, and partner engagement data
• Manage customer surveys following escalations

Required qualifications

• 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
• Experience managing complex projects or programs
• Strong analytical and operational skills
• Experience documenting processes, developing playbooks or standard operating procedures
• Experience using CRM or case management platforms
• Comfortable working in a fast-paced, evolving environment
• Must live in the state of Virginia

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 live in the state of Virginia
• 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 their national network and software, community-based organizations, government agencies, and healthcare organizations connect to collaborate and meet the needs of individuals.