The Community Strategy Enablement Manager will play a key role in supporting the execution and scalability of community engagement strategies across Customer Success, Sales, and other cross-functional teams. This role will provide the operational structure, analytical insights, and enablement resources needed to ensure engagement strategies are implemented consistently and effectively.
This position sits at the intersection of operations, analytics, process improvement, and strategic enablement. The manager will help establish scalable workflows, oversee escalation processes, track engagement and adoption metrics, and translate performance data into actionable insights.
The ideal candidate is highly organized, analytical, collaborative, and comfortable working across multiple teams. They should enjoy building processes, solving operational challenges, managing complex initiatives, and using data to identify opportunities for improved engagement and adoption.
What You'll Do
Internal Enablement
- Partner with Customer Success teams to support escalation reviews, engagement planning, and strategic initiatives for priority accounts.
- Collaborate with Sales and Implementation teams to incorporate engagement strategies into onboarding and implementation processes.
- Develop tools, resources, frameworks, and best practices that help internal teams execute engagement strategies consistently.
- Serve as a consultative resource for internal stakeholders by identifying trends, challenges, and opportunities for improvement.
- Help establish scalable approaches that improve collaboration and consistency across teams.
Retention & Engagement
- Support customer retention and engagement strategies across assigned accounts.
- Build and maintain relationships with external partners and stakeholders to strengthen engagement and address shared objectives.
- Collaborate with Marketing, Revenue Operations, Customer Success, and other internal teams to align engagement initiatives with broader organizational goals.
- Identify opportunities to improve adoption, strengthen relationships, and increase overall engagement.
- Develop creative and scalable approaches to address engagement challenges and drive stronger outcomes.
Operational Process
- Create, maintain, and continuously improve SOPs, playbooks, workflows, and escalation processes.
- Establish consistent processes for documenting, prioritizing, managing, and resolving escalations.
- Facilitate recurring escalation review meetings and ensure action items are clearly documented and followed through to completion.
- Track open issues and coordinate with internal stakeholders to maintain accountability and timely resolution.
- Identify operational gaps and recommend improvements that increase efficiency, consistency, and visibility.
- Help evolve processes as organizational priorities, customer needs, and business requirements change.
Analytics & Insights
- Track and report engagement, escalation, adoption, and campaign performance using CRM and reporting tools.
- Monitor key performance indicators to identify trends, risks, opportunities, and areas for improvement.
- Partner with Revenue Operations and Analytics teams to ensure relevant data is captured accurately and consistently.
- Analyze customer and engagement data to evaluate the effectiveness of initiatives and inform future strategies.
- Develop reporting and insights that demonstrate the impact of engagement and escalation programs.
- Manage feedback and survey processes to evaluate satisfaction and measure the effectiveness of resolution efforts.
- Develop new analytical models and approaches to identify opportunities for improving adoption and engagement.
- Translate complex data into clear, actionable recommendations for internal stakeholders.
Communication & Events
- Partner with Marketing to develop external-facing materials and resources that support engagement initiatives.
- Assist with planning and execution of events, campaigns, and other engagement programs.
- Help communicate program results, insights, and best practices to internal stakeholders.
- Support the development of messaging and resources designed to improve awareness, participation, and adoption.
What You'll Bring
- 3+ years of experience in Customer Success, Community Engagement, Implementation, Account Management, Operations, Public Health, Human Services, Social Services, or a related field.
- Experience working with government agencies, nonprofits, healthcare organizations, community-based organizations, or other complex stakeholder environments.
- Demonstrated ability to build strong relationships across multiple stakeholder groups.
- Experience managing projects or programs involving multiple teams, organizations, competing priorities, and changing timelines.
- Strong analytical and operational capabilities with experience using data to measure performance, identify trends, and improve processes.
- Experience creating and maintaining SOPs, playbooks, workflows, process documentation, or operational frameworks.
- Experience working with CRM, case management, or workflow management platforms; Salesforce experience is preferred.
- Strong project management, organizational, and time-management skills.
- Excellent written and verbal communication skills.
- Ability to translate data and complex information into clear, actionable recommendations.
- Comfortable working cross-functionally and influencing stakeholders without direct authority.
- Strong problem-solving skills and a proactive approach to identifying and addressing challenges.
- Ability to work effectively in a fast-paced, evolving environment.
- Comfortable adapting processes and priorities as business needs change.
- Creative and innovative mindset with a willingness to develop new approaches to improve engagement and adoption.
Preferred Qualifications
- Experience in SaaS, technology, healthcare, government, nonprofit, or other complex service-oriented environments.
- Experience supporting enterprise customers or managing strategic accounts.
- Familiarity with Salesforce reporting, dashboards, or CRM-based workflow management.
- Experience with customer engagement, adoption, retention, or community partnership initiatives.
- Experience developing performance metrics, reporting frameworks, or operational dashboards.
- Experience working with cross-functional teams such as Sales, Customer Success, Marketing, Revenue Operations, Analytics, or Implementation.
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