Customer Engagement Manager
New
C
CoursedogHigher education SaaS
United StatesFull-TimeManager
SalaryBase salary between $110,000 - $120,000 based on experience and qualifications. The role also includes a performance-based variable compensation component, bringing total on-target earnings (OTE) to $120,000 - $140,000 when performance objectives are achieved.
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Job Details
- Required Skills
- Data AnalysisCross-functional collaboration
Requirements
- Have a proven track record building, owning, and scaling customer advocacy, reference, or customer marketing programs at a B2B SaaS company.
- Demonstrate success recruiting customer speakers and preparing them from session pitch through day-of delivery.
- Bring strong writing and storytelling skills, including turning customer conversations into case studies, testimonials, and video stories.
- Manage many relationships, requests, and deadlines while maintaining quality and follow-through.
- Use engagement, retention, and usage data to make and support decisions.
- Have expertise with customer advocacy platforms such as Deeto, including workflows, advocate data, and reporting.
- Influence and align Sales, Account Management, Product Marketing, Demand Generation, and CX around customer goals.
- Use AI tools to reduce manual work and build efficient processes.
Responsibilities
- Build customer relationships for case studies, testimonials, video stories, reviews, and press quotes.
- Guide customer advocates from the initial request through approvals and final delivery.
- Manage customer speakers for regional higher-ed conferences and the annual AcOps user conference.
- Own and administer Deeto, including advocate profiles, requests, workflows, and reporting.
- Maintain a referenceable customer pool segmented by product, institution type, SIS, and use case.
- Match Sales and Account Managers with reference customers, track requests and outcomes, and pace advocate requests.
- Partner with Product Marketing on the customer advisory board and collaborate with Demand Generation on campaigns.
- Analyze customer behavior, purchase history, engagement, retention, CSAT, and product usage data to refine messaging and surface feedback.
- Report on program performance, including advocate pipeline, filled reference requests, and campaign results.
- Use AI tools to streamline program work and improve processes.
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