Community Success Manager (CSM)Updated: 1.7.25To apply, complete this application.Viva is a network of affordable housing that offers families a set of benefits, including health, education, and financial wellness. We are creating equity for all through housing.The Community Success Manager (CSM) will be a personal (in-person, on the ground) point of contact with families living in apartment communities, helping connect families to benefits. These benefits include the Viva financial wellness package, but also free healthcare access from Teladoc, free tutoring from Learn To Be (non-profit), and other benefits that may arise.Together with our partners - the apartment owners - we provide a 'continuum of care.'Status: (2) OpeningsCan start immediatelyStart date is negotiableReports ToDirector of Community Success (Etna)Part-Time ContractorMinimum 10 hours per weekMaximum 40 hours per weekTravel to our apartment communities in the Dallas region is requiredWe will start by assigning you to 1 or more communities in the Dallas areaTravel mileage will be reimbursedYou will establish a relationship with property management and be welcomed into the community, including via email / text announcement to the residentsYou will be able to complete your work during times when management is on site to provide support, and during daylight hoursFlexible ScheduleYou will have clear goals but can determine the days / times that you accomplish the workNote: You will want to make yourselves available to residents including at the times they are available, so some evenings and weekends are idealCompensation:Pay range is commensurate with experience: $20 - $35 / hr.Will revisit and renegotiate as appropriate no later than 180 days after startRoles and Responsibilities:Become familiar with the Viva teamMeet the Director of Community Success who is your managerMeet the Director of Product (Karina) who is very interested in feedback from families to improve the Viva productMeet our leadership teamJoin our (virtual) all-hands meeting (1x per week)Learn the Viva story and how to tell your version of that storyBecome familiar with the Viva productDownload and onboard with our appWrite down or ask lots of questionsHave a 1:1 user interview session with the Director of Product(we do this often with families)Learn from your own experience how to motivate and coach our resident families to access the appBecome familiar with the other benefits available to our resident familiesHealthcare via TeladocTutoring via Learn To BeBecome familiar with our on the ground partnersApartment Owners (TBD)Property Managers (TBD)You will meet and develop warm first-name relationships with the property management (and maintenance) staff at each propertyYou should feel like an extension of their teamWhile you will be focused on achieving our Viva team goals, you can help each of our partners achieve some of their goals, to be a team player, and as a form of reciprocityEngage residents in personA primary way to engage residents is to knock on their door and talk to themAcross 2 weeks our leadership team knocked on 1,500 doors in similar apartment communities and talked with nearly 500 residents - and they have affirmed that the in-person point of contact is essential, so the strategy is tried and true, and the resident families are encouraging us to continue!We will co-create and role play a script that never hard sells a service, but simply educates families that their apartment owner and manager in partnership with Viva are offering free or low-cost resources, and your job is to help make sure they are aware and taking advantage of these resources!We are genuinely curious about the needs and goals of each family, and the Viva app itself makes this a priority when they onboardYou are encouraged to participate in, or plan and execute, in-person gatherings or events, such as monthly resident council meetings, however, these activities should be considered supplemental to the primary knock and talk strategyFollow up with residents remotelyYou will have a work phone number (Google Voice) that you can use to text and connect with residents with whom you have engaged and formed a relationshipHowever, other members of the team will be focused on remote engagement, so your texts / calls should be in service of (a) actively helping residents you connected with access benefits they have expressed interest in, or (b) coordinating time to connect in personTrack resident engagementYou will access a shared team tracker that monitors which residents have (1) expressed interest in a benefit, including Viva, and which residents have (2) actually accessed that benefit successfullyOur goal will be to simply move all residents to (1) where there is a legitimate need or interest, and then move all residents to (2) once they express an interestQualifications:An intellectually curious generalist or T-shaped professionalAspiration to learn about early-stage startupsMotivated to help people: e.g. Viva is focused on creating equity for all through housingBilingual fluency required: English, SpanishSocial Workers encouraged2+ Years Experience preferred:Helping deliver benefits (eg: health, education, financial inclusion) directly to diverse families in an urban context recblid ad2nxx2ovq6wc667dtnpxzhxru0gsk