Community Strategy Manager

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Act as a consultative partner to Customer Success Managers by assisting with escalation reviews and developing network engagement strategies.

• Collaborate with Sales and Implementation teams to facilitate customer onboarding and integrate early community processes.

• Promote retention for assigned customer accounts.

• Partner with community-based organizations to enhance relationships and pursue common goals.

• Work with Marketing and Revenue Operations to align strategies and achieve community-focused objectives.

• Cultivate connections that improve customer and community outcomes.

• Maintain standard operating procedures (SOPs), playbooks, and triage processes for community escalations.

• Lead weekly escalation review meetings and monitor follow-up actions.

• Track and report on escalation campaign metrics using Salesforce.

• Observe adoption rates, network health, and partner engagement data for key customers and regions.

• Manage customer surveys following escalations.

• Create new models to enhance user adoption.

• Collaborate with Marketing on materials aimed at the community.

• Assist in community-focused Marketing events.

⛳️ Requirements

• A minimum of 3 years of experience in customer success, community engagement, implementation, account management, public health, human services, social services, or a similar customer-facing role.

• Experience collaborating with state or local government agencies, community-based organizations (CBOs), nonprofits, healthcare organizations, or entities serving vulnerable populations.

• Proven success in building relationships across diverse stakeholder groups.

• Experience managing complex projects or programs across various organizations, balancing competing priorities, and adapting to changing timelines.

• Strong analytical and operational capabilities, including the ability to use data for measuring outcomes, identifying opportunities, and enhancing processes.

• Experience in documenting processes, developing playbooks or standard operating procedures, or promoting operational consistency.

• Familiarity with CRM or case management platforms; Salesforce is preferred.

• Willingness to learn new technology platforms.

• Ability to thrive in a fast-paced, dynamic environment.

• Must reside in the state of Virginia.

• Must successfully complete a background check, including criminal, employment, and education verification.

🏝️ Benefits

• Medical, dental, and vision insurance for employees, eligible partners, and dependents.

• Unlimited virtual mental health and acute medical visits.

• Employee Assistance Program (EAP).

• Subscription to a wellness platform.

• Flexible Time Off, which includes volunteer days and mental health days.

• 14 paid company-wide holidays.

• Paid parental leave, applicable to adoptive parents.

• Employee Resource Groups (ERGs).

• Health savings accounts (HSAs).

• Flexible spending accounts (FSAs).

• Commuter benefits.

• 401(k) plan with employer matching, immediate vesting, and financial wellness resources.

• Company-paid life and AD&D insurance, with optional additional coverage available.

• Disability coverage.

• Accident insurance.

• Pet insurance.

• Required work-from-home equipment, including a computer, mouse, keyboard, and other approved supplies for remote work.