Senior Community Strategy Manager - New Hampshire

• Serve as a consultative partner to Customer Success, Sales, and Implementation teams, providing guidance, tools, and coaching that improve execution consistency, and build enablement frameworks that improve how these teams engage customers and partners.
• Lead cross-functional training or working sessions on escalation, adoption, and community strategy practices, and measure whether enablement improves team execution and outcomes.

• Execute community engagement and network strategies for priority customers and design scalable network engagement strategies across customer segments, geographies, or campaigns.
• Build strong relationships with community partners, anticipate adoption risks and align internal teams on response plans, and coach CSMs on tailoring engagement plans to customer and partner context.

• Manage and co-facilitate escalation processes, ensuring issues are triaged, tracked, and resolved, and coordinate cross-functional stakeholders to drive accountability and timely resolution.
• Design escalation campaigns and playbooks that address recurring adoption or partner engagement barriers, and use escalation data to prioritize interventions and prevent repeat issues.

• Maintain SOPs, playbooks, and triage processes for consistent handling of community escalations, and design and implement 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 escalation campaigns, adoption efforts, surveys, and engagement initiatives.
• Synthesize data across customers and geographies to identify trends and scalable opportunities, and translate data into executive-ready narratives and prioritization recommendations.

• Maintain accurate data and activity tracking in Salesforce and related systems, and lead improvements to Salesforce workflows and reporting structures for escalation campaigns, engagement plans, and satisfaction tracking.
• Define system requirements that balance user experience, data quality, and reporting needs, and audit data quality to drive corrective action across teams.

• Align stakeholders around engagement priorities, escalation plans, and customer outcomes, and lead cross-functional initiatives that require coordination, shared operating rhythms, and accountability within defined community strategy priorities.
• Influence teams without direct authority by using evidence, customer context, and clear recommendations, and resolve misalignment before it affects customer or community outcomes.

• Facilitate customer, partner, and internal discussions with confidence and clarity, and lead complex or sensitive conversations involving escalation themes, adoption challenges, or cross-functional tradeoffs.
• Create executive-ready narratives that combine data, context, risk, and recommendations, and coach others on concise, outcome-oriented communication.

• Diagnose adoption, engagement, and operational challenges, and lead experimentation with new models for engagement, escalation campaigns, or adoption improvement.
• Balance innovation with process discipline, measurement, and scalability, and share learnings through playbooks, enablement, and cross-functional recommendations.

• Keep customer goals, partner experience, and community outcomes at the center of decision-making, and connect community engagement work to customer value, adoption, retention, and measurable outcomes.
• Identify cross-customer themes that affect community partners and help teams prioritize work based on customer and community impact.

Unite Us’ mission is to unlock the potential of every community. Our co-founders started Unite Us in 2013 to serve the people they served with. 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. We drive the collaboration to predict, deliver, and pay for services that impact whole-person health. If you want to do well and do good, join Unite Us.

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.

Take what you need, including volunteer days and mental health days. We also offer 14 paid, company-wide holidays.

Paid Parental Leave

Adoptive parents are included.

Join our ERGs to connect and engage with colleagues, like Military Veterans

We offer tax-advantaged health savings accounts (HSAs), flexible spending accounts (FSAs), and commuter benefits.

Enjoy matching, immediate vesting and financial wellness resources