Customer Engagement Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Identify and assist strategic and at-risk customers through Customer Success initiatives.

• Maintain a data-driven perspective on customer engagement, adoption, and the risk of churn.

• Engage in customer meetings and discussions regarding product features.

• Analyze dashboards and customer/product usage data to detect signs of declining engagement and potential churn.

• Investigate customer history, product usage patterns, and other relevant indicators to determine root causes.

• Develop actionable insights and recommendations based on customer and product data analysis.

• Monitor the effects of actions taken and keep a list of customers needing attention.

• Relay customer insights, recurring issues, and product opportunities to Product Managers.

• Collaborate with Product Management to explore customer issues and validate proposed solutions or workflows.

• Gather and synthesize customer feedback, enhancement requests, and ongoing product challenges.

• Partner with Solutions Engineering and Engineering teams on technical inquiries and resolutions.

• Validate new features and workflows with customers.

• Work closely with Sales, Customer Success, Solutions Engineering, Product, and Engineering teams.

• Resolve customer-reported product and data issues and ensure coordination of solutions.

• Assist with customer data onboarding, integrations, and account management.

• Communicate findings and issues to both technical and non-technical stakeholders.

• Follow through on issues until resolution and keep customer-facing teams updated.

⛳️ Requirements

• 3 to 5 years of experience in Customer Success, Customer Engagement, Technical Account Management, Solutions Consulting, or a similar customer-facing SaaS position.

• Proven experience working directly with U.S.-based customers, confidently facilitating customer conversations, presentations, and business reviews.

• Background in supporting or retaining strategic or at-risk customers, with an understanding of customer engagement or churn risk.

• Proficient in utilizing customer, product, or business data to identify risks, analyze customer behaviors, and inform actionable strategies.

• Strong investigative and problem-solving capabilities.

• Familiarity with customer-facing web applications, data integrations, APIs, and common web technologies.

• Effective collaboration skills with Sales, Customer Success, Product, Solutions Engineering, and Engineering teams.

• Excellent communication, relationship-building, and organizational skills.

• Ability to manage multiple customer engagements and competing priorities.

• Quick learner of new products, workflows, and technical concepts.

• Proactive and comfortable taking ownership of challenges in a fast-paced, evolving environment.

• Willingness and ability to regularly work during required U.S. business hours.

• Experience in K-12 education technology is a plus.

• Familiarity with enterprise, strategic, or at-risk customer accounts is advantageous.

• Understanding of student information systems (SIS), rostering systems, assessment platforms, or education data is beneficial.

• Experience with SQL, APIs, data integrations, reporting tools, BI platforms, or CRM systems is desirable.

• Proficiency in Google Sheets or Excel, Tableau, Power BI, or similar analytics tools is a plus.

🏝️ Benefits

• Competitive salary.

• Health insurance coverage.

• Accident insurance.

• Life insurance policy.

• Retirement savings plan.

• Paid annual leave.

• Paid holidays.

• Paid parental leave.

• Paid leave for significant life events.

• Paid year-end holiday break.

• Work-from-home reimbursement.

• Wellness checks.

• Benefits for professional growth.

• A diverse and challenging role in an innovative, global organization.

• Supportive and driven colleagues.