About this role.
This Customer Success-focused enablement role supports community strategy execution for Pennsylvania-based customers and partners. The manager will standardize escalation processes, maintain SOPs and playbooks, facilitate cross-functional reviews, and measure campaign outcomes in Salesforce. Success depends on building strong relationships with customer success, sales, implementation, marketing, government agencies, healthcare organizations, and community-based partners. The role also emphasizes retention, network adoption, partner engagement, survey measurement, and continuous process improvement. It is a remote U.S. position restricted to candidates living in Pennsylvania and may require up to 30% travel.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Sample interview questions
I would first map the current escalation journey and identify ownership, decision points, service-level expectations, and data gaps. I would then create a documented triage workflow, standardized Salesforce fields, escalation templates, and a recurring review cadence. Finally, I would monitor cycle time, resolution outcomes, satisfaction, and recurring root causes to improve the process.
I would define success metrics before launch, such as escalation volume, time to first response, time to resolution, resolution rate, adoption activity, partner engagement, and post-resolution survey scores. I would build dashboards that compare baseline performance with campaign results and segment findings by customer, geography, partner type, and escalation category. I would pair quantitative results with representative customer feedback and recommendations for next steps.
I would begin by understanding each organization's mission, capacity, service constraints, and shared outcomes. I would communicate clearly, follow through on commitments, and establish practical forums for feedback and problem-solving. By using data and listening to frontline experience, I would make sure engagement plans are mutually beneficial rather than purely transactional.
I would explain the initiative's goals, stakeholders, dependencies, and risks, then describe how I created a shared project plan with clear owners and milestones. I would highlight using regular status updates and a decision log to address changes quickly. The strongest outcome would show how transparent communication and prioritization protected the most important customer or program results.
I would review qualitative survey comments alongside operational data to identify where the experience felt unclear or inconsistent. I would assess communication touchpoints, response expectations, handoffs, and follow-up practices, then test targeted improvements such as clearer status updates and closure summaries. I would measure whether those changes improve confidence scores while maintaining resolution quality and speed.
Job Title: Community Strategy Enablement Manager – Pennsylvania
Department: Customer Success
About the Role:
The Community Strategy Enablement Manager will provide the operational and analytical backbone that allows the Community Strategy Leadership to focus on designing and executing on a cross-functional vision for the connection between our customers and their community partners. This role ensures that our community strategy is consistently executed across Customer Success and Sales by standardizing processes, managing escalation tracking in Salesforce, and coordinating with RevOps and Analytics to capture the right data. By supporting and tracking customer escalations, the Community Strategy Enablement Manager demonstrates the measurable effectiveness of escalation campaigns and adoption efforts.
This role sits at the intersection of process design, analytics, and consultative enablement. You’ll ensure internal teams have the tools, insights, and frameworks needed to engage partners, resolve escalations, and drive adoption at scale. By connecting community strategy with data and performance measurement, you’ll help demonstrate the effectiveness of our engagement efforts both internally and with customers.
What You’ll Do:
Internal Enablement
- Serve as a consultative partner to Customer Success Managers, supporting escalation reviews and building network engagement plans for new and priority customers.
- Collaborate with Sales and Implementation teams to align on customer onboarding and embed community processes early.
Retention & Engagement
- Drive retention across assigned customer accounts.
- Actively partner with community-based organizations to strengthen relationships and address shared goals.
- Collaborate closely with Marketing and Revenue Operations teams to align strategies and ensure community-focused objectives are met.
- Foster meaningful connections that enhance customer and community outcomes.
Operational Process
- Maintain SOPs, playbooks, and triage processes for consistent handling of community escalations.
- Facilitate weekly escalation review meetings and track follow-up actions across teams.
Analytics & Insights
- Track, and report escalation campaign metrics in Salesforce.
- Monitor adoption, network health, and partner engagement data, for key customers and geographies, as needed
- Manage customer surveys following escalations to measure satisfaction and demonstrate effectiveness of resolution efforts.
- Be innovative & think outside the box when it comes to developing new models that drive user adoption
Communication and Events
- Work with Marketing on Community-facing materials
- Support Community-focused Marketing events.
You’re a great fit for this role if:
- 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, including customers, community partners, government agencies, or cross-functional internal teams.
- Experience managing complex projects or programs that require coordination across multiple organizations, competing priorities, and changing timelines.
- Strong analytical and operational skills with experience using data to measure outcomes, identify opportunities, and improve processes.
- Experience documenting processes, developing playbooks or standard operating procedures, or driving operational consistency across teams.
- Experience using CRM or case management platforms (Salesforce preferred) and comfort learning new technology platforms.
- Comfortable working in a fast-paced, evolving environment where processes, priorities, and customer needs continue to develop.
Our Mission:
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.
Environmental Job Requirements and Working Conditions:
- This position is remote, U.S. based. Candidate must live in the state of Pennsylvania to be considered.
- This position may require 30% travel
- The target pay range for this role is: $75,000-$80,000. This salary range represents our target hiring range for this role. The proposed salary will be dependent on the candidate’s skills, experience, and competencies, 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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