Senior Community Strategy Manager - New Hampshire

The posting, as Unite Us wrote it

Job Title: Senior Community Strategy Manager - New Hampshire

Department: Customer Success

About the Role : The Senior Community Strategy Manager turns community strategy expertise into approaches, systems, and enablement that make multiple customers and teams more successful. This role scales the operational and analytical foundation that allows the Director of Community Strategy to focus on cross-functional vision, by designing scalable engagement strategies, building enablement frameworks for Customer Success, Sales, and Implementation, and improving how escalation, adoption, and network-health data are captured and used across the organization.This role sits at the intersection of process design, analytics, and consultative enablement at a larger scale than the Community Strategy Manager level. You'll design frameworks and playbooks that other CSMs and cross-functional partners use to engage community partners, resolve escalations, and drive adoption across multiple customers, geographies, or campaigns, while coaching others and demonstrating the effectiveness of engagement efforts with data.

What You'll Do

Internal Enablement & Consultative Partnership

• 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.

Community Strategy & Network Engagement

• 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.

Escalation Management & Triage

• 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.

Operational Process, SOPs & Playbooks

• 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.

Analytics, Insights & Measurement

• Track and report escalation campaign metrics in Salesforce, monitor adoptio

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tencies, as well as location.

• 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.

Flexible Time Off

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.

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.

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 peopleops@uniteus.com to request an accommodation.

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