Manager, Customer Engagement
Company:
Location:United States
Languages:English
Seniority level:Manager, 6+ years
Experience:6+ years
Skills:
LeadershipPeople ManagementCross-functional Team LeadershipOperations ManagementCommunication SkillsAnalytical SkillsProblem SolvingMentoringCoachingAccount ManagementCRMCustomer Success
Requirements:
6+ years of experience in Customer Success, Customer Engagement, or Account Management. At least 2 years in a leadership role. Proven ability to lead, develop, and motivate high-performing, customer-facing teams. Strong operational and execution focus, with experience monitoring performance. Skilled in risk identification and proactive problem-solving. Proficiency with CRM and engagement platforms (Salesforce, Intercom, Gong, etc.). Strong analytical skills for data-driven decision-making. Exceptional leadership, communication, and interpersonal skills.
Responsibilities:
Lead, mentor, and coach Customer Engagement Managers, Senior CEMs, and Team Leads. Oversee resolution of customer escalations and provide senior-level support. Monitor customer health and team performance against retention, adoption, and revenue goals. Partner with senior leadership to align team priorities with organizational objectives. Refine and scale team processes to improve efficiency and customer experience. Collaborate with Sales, Platform Experience, and Marketing. Advocate for the voice of the customer to inform strategies.
