Customer Engagement Project Manager

Customer Engagement Project Manager

At Lighthouse, we're on a mission to revolutionize commercial strategy as hospitality's most powerful AI platform. We take the world's largest hotel data network and transform it into real-time intelligence that drives action. We don't just deliver insights; we empower businesses to make decisions that move revenue.

We are Lumineers. Our shared values keep us on a collaborative path fostering a cultural and customer centric environment.

• Pursuit of greatness: We're innovators who care deeply about our customers' success. Our team brings their best work, stays curious, and delivers excellence through attention to detail
• Meaningful work matters: We make every moment count by knowing what to deliver, why it matters, and how it drives Lighthouse forward
• Elevate each other: We don't just work together - we grow together. What unites us is understanding each other as people and working toward shared goals

We're more than just a workplace we're a community. Collaborative, fun, and deeply committed, we work hard together to revolutionize the hospitality sector. Are you ready to join us and shine brighter in the industry's most exciting rocket-ship?

As a Customer Engagement Project Manager, you'll own and drive customer engagement initiatives that improve how Lighthouse supports non-managed accounts across the customer lifecycle. This is a highly cross-functional role that blends project management, customer operations, and campaign execution. You'll work behind the scenes to design, launch, and optimize programs that help customers onboard successfully, stay engaged, and see value from Lighthouse.

What makes this role different is the scope and visibility. You won't be managing a traditional book of business or working as a direct account owner. Instead, you'll shape the systems, playbooks, and campaigns that influence customer outcomes at scale. From lifecycle communications to churn-risk initiatives and onboarding improvements, your work will directly affect retention, efficiency, and the way Lighthouse engages customers without one-to-one interaction.

You'll join a collaborative, high-visibility team working at the intersection of Customer Engagement, Customer Operations, and broader post-sales functions. This role partners closely with stakeholders across customer engagement, customer care, account management, and product-related teams to improve how Lighthouse supports customers at scale.

It's a strong fit for someone who enjoys operating across functions, building structure where needed, and influencing outcomes without direct ownership of every moving part. You'll step into a space with real room to shape processes, introduce ideas, and help define how customer engagement programs evolve over time.

Experience in a customer engagement, customer operations, customer success operations, or project management role with clear ownership of programs, campaigns, or cross-functional initiatives.

Hands-on experience with Gainsight or a similar customer engagement platform is strongly preferred. Experience with tools like Intercom or comparable customer communication platforms is also valuable.

Strong project management skills with the ability to coordinate multiple stakeholders, manage timelines, delegate work effectively, and keep initiatives moving.

Ability to design, execute, and assess campaigns with a focus on measurable outcomes. You know how to move beyond activity metrics and explain real business impact with clarity.

Comfort working with data, reporting, and performance storytelling. You can translate results into insights that leadership can understand and act on.

Confidence using AI tools to improve workflows, solve problems, and support execution. You're curious, resourceful, and able to apply AI in practical ways rather than treating it as a buzzword.

A self-starter mindset with the autonomy to identify opportunities, bring forward ideas, and build momentum without waiting for constant direction.

Strong communication skills and the ability to work across teams, balancing operational detail with high-level business context.

Experience with playbooks, lifecycle programs, onboarding journeys, or churn-reduction initiatives is a plus.

Thank you for considering a career with Lighthouse. We are committed to fostering a diverse and inclusive workplace that values equal opportunity for all. We welcome candidates from all backgrounds, regardless of age, gender, race, religion, sexual orientation, and disability. Our commitment to equality is part of our culture. If you require reasonable accommodation at any point during the application or interview process, please notify your recruiter.

Not ticking every box? No problem! We value diverse backgrounds and unique skill sets, and we encourage individuals from all walks of life to apply. If your experience looks a little different from what we've described, but you're passionate about what we do and are a quick learner, we'd love to hear from you!