Engagement Manager

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

📋 Description

• Take charge of onboarding and comprehensive implementation for newly acquired customers, ensuring projects are delivered on schedule, within scope, and achieve measurable business results.

• Conduct project kickoffs, training sessions, and workshops to ensure all stakeholders are aligned on objectives, success metrics, and adoption strategies.

• Create and sustain detailed project plans, timelines, milestones, and RACI matrices for both client and internal stakeholders.

• Act as the main point of contact for clients during project delivery — providing regular updates, managing expectations, and resolving escalations.

• Collaborate with cross-functional teams (Engineering, Product, Sales, Customer Success, Professional Services) to eliminate obstacles and facilitate project delivery.

• Identify and address risks, manage dependencies and changes in scope, and escalate critical issues for resolution.

• Monitor and report on project KPIs (time-to-value, adoption metrics, milestones achieved) and lead post-implementation reviews to identify areas for improvement.

• Serve as a trusted advisor — suggesting best practices, integrations, and configurations that enhance customer ROI and product adoption.

⛳️ Requirements

• Over 5 years of experience in customer-facing implementations, program/engagement management, or customer success within a SaaS environment.

• Proven ability to manage multiple simultaneous projects and stakeholders in a fast-paced setting while maintaining a keen eye for detail.

• Excellent communicator who builds trust with both customers and internal teams; comfortable presenting to technical and executive audiences.

• Technical proficiency with APIs, integrations, and fundamental software architecture concepts to coordinate engineering tasks.

• Strong project management capabilities and familiarity with tools such as Jira, Asana, or MS Project; experience with Agile or hybrid delivery methodologies.

• Customer-oriented mindset with robust problem-solving, de-escalation, and stakeholder management skills.

• Experience in measuring adoption and business outcomes, utilizing data to drive improvements after implementation.

• Bachelor’s degree in Business, Computer Science, Information Technology, or equivalent practical experience.

• Proven history of managing end-to-end implementation lifecycles and coordinating cross-functional teams.

• Exceptional written and verbal communication skills; experience engaging with both technical and executive stakeholders.

🏝️ Benefits

• Flexible working hours

• Professional development opportunities