Senior Community Strategy Manager - New Hampshire

About this role

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 adoption, engagement, and network health, and design measurement frameworks for escalation campaigns, adoption efforts, surveys, and engagement initiatives.

• Synthesize data across customers and geographies to identify trends and scalable opportunities, and translate data into executive-ready narratives and prioritization recommendations.

Salesforce & Systems Discipline

• Maintain accurate data and activity tracking in Salesforce and related systems, and lead improvements to Salesforce workflows and reporting structures for escalation campaigns, engagement plans, and satisfaction tracking.

• Define system requirements that balance user experience, data quality, and reporting needs, and audit data quality to drive corrective action across teams.

Cross-Functional Collaboration & Influence

• Align stakeholders around engagement priorities, escalation plans, and customer outcomes, and lead cross-functional initiatives that require coordination, shared operating rhythms, and accountability within defined community strategy priorities.

• Influence teams without direct authority by using evidence, customer context, and clear recommendations, and resolve misalignment before it affects customer or community outcomes.

Communication, Facilitation & Executive Presence

• Facilitate customer, partner, and internal discussions with confidence and clarity, and lead complex or sensitive conversations involving escalation themes, adoption challenges, or cross-functional tradeoffs.

• Create executive-ready narratives that combine data, context, risk, and recommendations, and coach others on concise, outcome-oriented communication.

Problem Solving, Innovation & Continuous Improvement

• Diagnose adoption, engagement, and operational challenges, and lead experimentation with new models for engagement, escalation campaigns, or adoption improvement.

• Balance innovation with process discipline, measurement, and scalability, and share learnings through playbooks, enablement, and cross-functional recommendations.

Customer & Community Impact

• Keep customer goals, partner experience, and community outcomes at the center of decision-making, and connect community engagement work to customer value, adoption, retention, and measurable outcomes.

• Identify cross-customer themes that affect community partners and help teams prioritize work based on customer and community impact.

You’re a great fit for this role if:

• 5+ years of experience in customer success, community engagement, implementation, account management, public health, human services, social services, or a related customer-facing role, including experience operating across multiple customers, geographies, or campaigns.

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

• Demonstrated success designing scalable engagement strategies and building relationships across…