Customer Engagement Manager

Customer Engagement Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Engagement Manager based in India.

This is a data-driven, customer-facing opportunity focused on improving engagement, product adoption, and customer retention across SaaS solutions. You'll investigate customer behavior and product usage to identify strategic and at-risk accounts. The role combines customer relationship management, analytics, product knowledge, and structured problem-solving. You'll collaborate closely with Customer Success, Sales, Product, Solutions Engineering, and Engineering teams to resolve issues and improve the customer experience. You'll also engage directly with U.S.-based customers, helping understand their needs and translating insights into actionable solutions. This remote role offers the opportunity to influence both customer outcomes and product development while working regularly across U.S. business hours.

Accountabilities

• Partner with Customer Success teams to identify strategic and at-risk customers, assess engagement and adoption levels, and help develop actions that improve retention and customer outcomes.
• Monitor customer and product usage data, dashboards, and engagement signals to identify declining adoption or potential churn risks.
• Investigate individual customer behavior, account history, product usage, and other relevant data to determine root causes and develop clear recommendations.
• Maintain a reliable, data-informed view of customers requiring attention and track whether interventions are improving engagement and reducing risk.
• Participate in customer meetings, product discussions, presentations, and business reviews to understand customer goals, challenges, and concerns.
• Bring recurring customer issues, feedback, enhancement requests, and product opportunities to Product Management and help validate potential solutions.
• Work with Solutions Engineering and Engineering teams to troubleshoot customer-reported product, integration, and data issues and coordinate appropriate resolutions.
• Support customer data onboarding, integrations, and account maintenance where required, ensuring issues are followed through to resolution.
• Communicate customer findings and technical issues clearly to both technical and non-technical stakeholders.
• Contribute to product improvements by validating new features and workflows with customers and sharing actionable feedback with internal teams.

Requirements

• 3–5 years of experience in Customer Success, Customer Engagement, Technical Account Management, Solutions Consulting, or a comparable customer-facing SaaS role.
• Proven experience working directly with U.S.-based customers, including leading customer conversations, presentations, and business reviews.
• Experience supporting strategic or at-risk accounts, with an understanding of customer engagement, adoption, retention, and churn indicators.
• Strong analytical and investigative capabilities, with experience using customer, product, or business data to identify risks, understand behavior, and guide decisions.
• Strong problem-solving skills and the ability to investigate complex customer issues, identify root causes, and determine appropriate next steps.
• Familiarity with customer-facing web applications, APIs, data integrations, and common web technologies, with the ability to troubleshoot issues alongside technical teams.
• Strong cross-functional collaboration skills and experience working with Sales, Customer Success, Product, Solutions Engineering, and Engineering.
• Excellent communication, relationship-building, organization, and prioritization skills, with the ability to manage multiple customer engagements simultaneously.
• Ability to learn new products, workflows, and technical concepts quickly and take ownership in a fast-paced, evolving environment.
• Experience with K-12 education technology, enterprise or strategic accounts, student information systems, rostering, assessment platforms, or education data is a plus.
• Familiarity with SQL, APIs, data integrations, reporting or BI platforms, CRM systems, Google Sheets, Excel, Tableau, or Power BI is advantageous.
• Willingness and ability to regularly work during required U.S. working hours.

Benefits

• Competitive compensation.
• Health, accident, and life insurance.
• Retirement savings plan.
• Paid annual leave and paid holidays.
• Paid parental leave and paid leave for qualifying life events.
• Paid year-end holiday break.
• Work-from-home support and related funds.
• Wellness checks and additional wellbeing resources.
• Opportunities for professional growth and development.
• Fully remote work environment with collaboration across global teams.
• Varied and challenging work with the opportunity to influence customer experience and product development.
• Supportive, collaborative colleagues and a mission-driven working environment.