Senior Community Strategy Manager

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

📋 Description

• Act as a consultative partner to Customer Success, Sales, and Implementation teams.

• Offer guidance, tools, coaching, and enablement frameworks.

• Lead cross-functional training and collaborative sessions focused on escalation, adoption, and community strategy.

• Implement community engagement and network strategies targeting key customers.

• Develop scalable engagement strategies across different customer segments, regions, or campaigns.

• Foster relationships with community partners and manage adoption-risk response plans.

• Coach Customer Success Managers (CSMs) on tailored engagement plans for customers and partners.

• Oversee and co-facilitate escalation processes to ensure timely resolution of issues.

• Create escalation campaigns and playbooks to tackle recurring adoption or partner-engagement obstacles.

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

• Design scalable workflows and enhance operational processes.

• Track and report metrics from escalation campaigns within Salesforce.

• Monitor adoption rates, engagement levels, and overall network health.

• Distill data into executive-ready narratives and prioritization recommendations.

• Enhance Salesforce workflows, reporting structures, data integrity, and activity tracking.

• Align stakeholders on engagement priorities, escalation strategies, and customer outcomes.

• Lead cross-functional initiatives and influence teams without direct authority.

• Facilitate discussions with customers, partners, and internal teams, including complex escalation dialogues.

• Identify operational and adoption challenges and spearhead experimentation.

• Link community engagement efforts to customer value, adoption, retention, and measurable outcomes.

⛳️ Requirements

• A minimum of 5 years of experience in customer success, community engagement, implementation, account management, public health, human services, social services, or a similar customer-facing role.

• Proven experience operating across various customers, regions, or campaigns.

• Familiarity with working alongside state or local government agencies, community-based organizations, nonprofits, healthcare organizations, or entities serving vulnerable populations.

• Demonstrated success in designing scalable engagement strategies and cultivating relationships with customers, community partners, government agencies, and cross-functional internal teams.

• Experience in coaching, mentoring, or enabling CSMs or cross-functional partners.

• Ability to manage complex, multi-customer or multi-market initiatives.

• Strong analytical and operational capabilities.

• Experience in designing measurement frameworks, synthesizing data, and converting findings into executive-ready recommendations.

• Proven track record in building scalable SOPs, playbooks, or operating models.

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

• Residency in New Hampshire is required.

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

🏝️ Benefits

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

• Unlimited virtual mental health and acute medical consultations.

• Employee Assistance Program (EAP).

• Subscription to a wellness platform.

• Flexible Time Off, encompassing volunteer days and mental health days.

• 14 paid company-wide holidays.

• Paid parental leave, inclusive of adoptive parents.

• Employee Resource Groups.

• Health savings accounts (HSAs).

• Flexible spending accounts (FSAs).

• Commuter benefits.

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

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

• Disability coverage.

• Accident insurance.

• Pet insurance.

• Necessary equipment for remote work, including computer, mouse, keyboard, and other approved supplies.