Manager, Customer Engagement
Company:MNTN
Location:US
Languages:English
Seniority level:Manager, 6+ years
Experience:6+ years
Skills:
LeadershipPeople ManagementSalesforceCross-functional Team LeadershipMentoringCustomer SuccessCoachingAccount ManagementCRM
Requirements:
6+ years of experience in Customer Success, Engagement, or Account Management. At least 2+ years in a people leadership role. Proven ability to lead and develop high-performing, customer-facing teams. Strong execution focus with experience monitoring team performance against goals. Skilled at identifying risks and opportunities early with a proactive, solutions-oriented approach. Proficiency with CRM and engagement platforms (Salesforce, Intercom, Gong, etc.). Strong analytical skills for data-driven decision-making. Exceptional leadership and communication abilities. Capacity to influence across functions and inspire team accountability.
Responsibilities:
Lead, coach, and mentor CEMs, Senior CEMs, and Team Leads. Guide resolution of customer escalations and provide senior-level support. Monitor customer health and team performance against retention, adoption, and revenue goals. Partner with the Director to maintain alignment on priorities and provide feedback loops. Refine and scale team processes for efficiency, data hygiene, and reporting accuracy. Collaborate cross-functionally with Sales, Platform Experience, and Marketing. Advocate for the voice of the customer to influence product, marketing, and strategy.
