Manage and engage a large portfolio of SMB customers using a scaled, programmatic approach.
Drive product adoption and early lifecycle engagement through playbooks, campaigns, and trigger-based outreach.
Identify growth opportunities and expansion signals, including cross-sell and increased product usage.
Partner closely with CSMs by identifying and qualifying high-potential accounts for transition into high-touch portfolios.
Execute data-driven engagement strategies using customer behavior, lifecycle stage, and usage insights.
Maintain accurate and up-to-date customer data and engagement tracking in CRM systems.
Collaborate with Marketing, Ops, and Product teams to refine messaging, campaigns, and engagement strategies.
Support inbound customer needs and respond to key signals with timely, relevant outreach.
Contribute to continuous improvement of playbooks, workflows, and scaled engagement strategies.

2–4 years of experience in Customer Success, Account Management, Business Development, or a similar customer-facing role.
Experience managing large customer portfolios in a scaled or tech-touch model.
Strong understanding of customer lifecycle, adoption, and retention drivers.
Excellent written and verbal communication skills, with the ability to deliver clear and compelling messaging at scale.
Highly data-driven, with the ability to interpret customer signals and translate them into actions.
Comfortable working with CRM systems (Salesforce), automation tools, and trigger-based workflows.
Strong organizational skills and ability to prioritize across many accounts simultaneously.
Ability to collaborate cross-functionally and operate effectively in a fast-paced, dynamic environment.

Account Engagement Manager

Key skills