Customer Engagement Manager
New
J
JobgetherSaaS, Education Technology
India, U.S. business hoursFull-TimeMiddle
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 3–5 years
- Required Skills
- SQLMicrosoft Power BITableauRESTful APIsCustomer SuccessSaaSCRM
Requirements
- 3–5 years of experience in Customer Success, Customer Engagement, Technical Account Management, Solutions Consulting, or a comparable customer-facing SaaS role.
- Proven experience working directly with U.S.-based customers, including leading customer conversations, presentations, and business reviews.
- Experience supporting strategic or at-risk accounts, with an understanding of customer engagement, adoption, retention, and churn indicators.
- Strong analytical and investigative capabilities, with experience using customer, product, or business data to identify risks, understand behavior, and guide decisions.
- Strong problem-solving skills and the ability to investigate complex customer issues, identify root causes, and determine appropriate next steps.
- Familiarity with customer-facing web applications, APIs, data integrations, and common web technologies, with the ability to troubleshoot issues alongside technical teams.
- Strong cross-functional collaboration skills and experience working with Sales, Customer Success, Product, Solutions Engineering, and Engineering.
- Excellent communication, relationship-building, organization, and prioritization skills, with the ability to manage multiple customer engagements simultaneously.
- Ability to learn new products, workflows, and technical concepts quickly and take ownership in a fast-paced, evolving environment.
- Willingness and ability to regularly work during required U.S. working hours.
Responsibilities
- Partner with Customer Success teams to identify strategic and at-risk customers, assess engagement and adoption levels, and help develop actions that improve retention and customer outcomes.
- Monitor customer and product usage data, dashboards, and engagement signals to identify declining adoption or potential churn risks.
- Investigate individual customer behavior, account history, product usage, and other relevant data to determine root causes and develop clear recommendations.
- Maintain a reliable, data-informed view of customers requiring attention and track whether interventions are improving engagement and reducing risk.
- Participate in customer meetings, product discussions, presentations, and business reviews to understand customer goals, challenges, and concerns.
- Bring recurring customer issues, feedback, enhancement requests, and product opportunities to Product Management and help validate potential solutions.
- Work with Solutions Engineering and Engineering teams to troubleshoot customer-reported product, integration, and data issues and coordinate appropriate resolutions.
- Support customer data onboarding, integrations, and account maintenance where required, ensuring issues are followed through to resolution.
- Communicate customer findings and technical issues clearly to both technical and non-technical stakeholders.
- Contribute to product improvements by validating new features and workflows with customers and sharing actionable feedback with internal teams.
View Full Description & ApplyYou'll be redirected to the employer's site
