Engagement Manager – Managed Services

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Take ownership of the client relationship throughout the entire Managed Services lifecycle, from contract signing to renewal.

• Direct client inquiries while ensuring communication, timelines, and follow-through remain on track.

• Enhance customer retention and account health through successful renewals.

• Oversee weekly meetings, status presentations, delivery trackers, progress updates, and rhythm of communication.

• Actively seek customer feedback, including data access, log files, and source systems.

• Co-facilitate monthly reporting sessions and maintain the narrative connecting revenue back to client outcomes.

• Identify and address blockers and risks to timelines promptly, managing any escalations as necessary.

• Cultivate a comprehensive understanding of each client's business objectives and priorities.

• Establish measurement criteria aligned with client goals.

• Recognize opportunities for expansion within client organizations.

• Test and optimize the Managed Services delivery process.

• Ensure the delivery team is accountable to the client within the pod.

⛳️ Requirements

• Proven experience managing enterprise client relationships through the delivery phase, not just the sales process.

• Demonstrated ability to lead complex, multi-workstream engagements with cross-functional delivery teams.

• Experience maintaining transparent timelines and ensuring delivery accountability.

• Capability to manage senior executive stakeholders independently.

• Skill in delivering difficult news, challenging client perspectives, and providing advisory support.

• Operational discipline, including same-day recaps, real-time tracking, and reliable follow-through.

• Adequate knowledge of SEO and AEO to engage confidently with marketing executives.

• Ability to convert strategic insights into business language and highlight issues effectively.

• Results-driven mindset focused on retention, timely delivery, and evidenced client value.

• Preferred: strong performance at a top-tier consulting firm or a high-touch professional services organization.

• Preferred: experience in developing cadence structures, handoff protocols, or quarterly business review processes.

• Preferred: experience with an AI-native company or during a significant platform transition.

• Preferred: experience in managing multi-stakeholder accounts.

🏝️ Benefits

• Equity in a rapidly growing startup.

• Competitive benefits package customized for your location.

• Flexible time-off policy.

• Parental leave.

• A fun-loving and slightly nerdy team that enjoys moving quickly!