Community Strategy Enablement Manager

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 custo