Community Strategy Manager - Virginia
Core
Operational and analytical backbone for community strategy, ensuring consistent execution across Customer Success and Sales by standardizing processes, managing escalations, and coordinating data capture.
Role type
Senior Customer Success Manager (Community Strategy)
Builds
Standardized community engagement processes, escalation tracking systems, and data-driven performance reports.
Domain
Social services / Public health / Nonprofit sector
Deliverable
dashboards & analysis
Required skills
Customer success management, community engagement, process design, Salesforce, data analytics, stakeholder management, project coordination
Preferred skills
Experience with state/local government agencies, community-based organizations, or healthcare organizations
Technologies
Salesforce
Responsibilities
Serve as a consultative partner to Customer Success Managers for escalation reviews; Drive retention across assigned customer accounts; Maintain SOPs and playbooks for community escalations; Track and report escalation campaign metrics in Salesforce; Collaborate with Sales, Marketing, and RevOps teams.
Seniority
Mid-Senior level (3+ years experience)