Manager, Customer Engagement

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Manager, Customer Engagement in United States. In this role, you will lead a team of Customer Engagement Managers, Senior CEMs, and Team Leads to drive customer satisfaction, retention, and adoption. You will balance people leadership with operational oversight, coaching your team to deliver consistent results while monitoring performance against key metrics. This position requires strong cross-functional collaboration, problem-solving skills, and a focus on improving processes and customer outcomes. You will provide visibility to senior leadership on team health, escalate and resolve issues, and foster a high-performing, accountable, and customer-focused environment. The role offers the opportunity to make a significant impact in a remote, flexible, and innovation-driven workplace. Accountabilities

• Lead, mentor, and coach Customer Engagement Managers, Senior CEMs, and Team Leads to build a high-performing and customer-focused team.
• Oversee resolution of customer escalations, providing senior-level support to strengthen relationships and ensure timely, strategic issue resolution.
• Monitor customer health and team performance, tracking metrics for retention, adoption, and revenue goals while proactively identifying risks and opportunities.
• Partner with senior leadership to align team priorities with broader organizational objectives, ensuring day-to-day execution supports strategic goals.
• Refine and scale team processes to improve efficiency, data accuracy, reporting, and the overall customer experience.
• Collaborate with Sales, Platform Experience, and Marketing to drive customer outcomes and maximize platform value.
• Advocate for the voice of the customer, surfacing insights that inform product, marketing, and operational strategies.

Requirements

• 6+ years of experience in Customer Success, Customer Engagement, or Account Management, including 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 against established goals.
• Skilled in risk identification and proactive problem-solving, with a solutions-oriented mindset.
• Proficiency with CRM and engagement platforms (Salesforce, Intercom, Gong, etc.) and strong analytical skills for data-driven decision-making.
• Exceptional leadership, communication, and interpersonal skills, with the ability to influence across teams.
• Passion for enhancing customer experiences and building a culture of collaboration and success.

Benefits

• Fully remote within the United States.
• Flexible vacation policy and three-day weekend every month.
• Annual vacation allowance for travel-related expenses.
• Competitive compensation package.
• 100% healthcare coverage.
• 401(k) plan and Flexible Spending Account (FSA) for dependent, medical, and dental care.
• Access to coaching, therapy, and professional development resources.

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching. When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly. 🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements. 📊 It compares your profile to the job’s core requirements and past success factors to determine your match score. 🎯 Based on this analysis, we automatically shortlist the three candidates with the highest match to the role. 🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed. The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team. Thank you for your interest! By submitting an application to this posting, the applicant acknowledges that Jobgether will process their personal data as necessary to evaluate their candidacy, provide feedback, and, when appropriate, share relevant information with potential employers. Such processing is carried out on the basis of legitimate interest and pre-contractual measures in accordance with applicable data protection laws. The applicant may exercise their rights of access, rectification, erasure, and objection at any time as provided under the GDPR. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.