Manager, Engagement Management

Role Overview

• Lead, coach, and develop a team of Engagement Managers responsible for managing strategic post-sales customer relationships
• Provide guidance on engagement strategies, project execution, and technical solutioning
• Set clear goals and performance expectations, fostering accountability and continuous development
• Prioritize team resources effectively across a dynamic, growing portfolio of enterprise customers
• Drive consistency in project coordination, resource planning, and milestone tracking across the team
• Oversee customer relationship management across the team, ensuring consistent delivery of a high-quality, trusted experience
• Act as the escalation point for complex customer needs, partnering cross-functionally to resolve issues
• Support the team in delivering strategic insights aligned with each customer's business goals
• Track and report on key metrics related to customer satisfaction, retention, and engagement team performance
• Lead initiatives that increase value delivery and strengthen long-term partnerships
• Analyze workflows and identify inefficiencies to enhance operational effectiveness
• Implement best practices and process improvements that drive better outcomes for clients and internal teams
• Continuously seek opportunities to streamline operations and maximize customer

Requirements

• 8+ years of experience in customer success, engagement management, or consulting, ideally supporting complex healthcare customers
• 3+ years in a leadership role managing customer-facing teams
• Experience owning healthcare customer relationships in a SaaS startup environment
• Proven ability to drive customer engagement initiatives using data, product knowledge, and industry expertise
• Demonstrated success identifying solutions, improving client strategies, and driving change in complex, fast-moving environments
• Strong project management skills, with the ability to manage multiple priorities and drive alignment across executive stakeholders
• Ability to influence and build credibility and trust across the organization and with customers

Benefits

• Competitive equity and benefits as part of total compensation package