Customer Engagement Manager III

A client with Kfroce is seeking a Customer Engagement Manager III to join their team in Mountain View, CA. Summary: Our client's program is a strategic customer engagement program that partners with high-value upper mid-market businesses to co-create product, shape go-to-market strategy, and drive retention across the QuickBooks ecosystem. Our customers serve as co-creation partners, early adopters, and brand advocates, with direct access to the client's executive leadership and product teams. The program operates at the intersection of customer strategy, product development, and executive engagement. Summary The Staff Customer Engagement Manager owns a portfolio of the program's highest-complexity customer relationships end-to-end. This role goes beyond coordination: it requires the ability to independently build trust at the executive level, translate customer needs into cross-functional action, and operate with minimal direction in ambiguous, high-stakes environments. Responsibilities:

• Own and drive a portfolio of the program's most complex customer engagements; Build multi-threaded relationships across customer organizations (C-suite, finance leaders, operations)
• Design, prepare, and facilitate executive-level engagements (VP+ and C-suite) with minimal oversight; Own pre-work, agenda development, real-time facilitation, and post-engagement action planning
• Own the documentation, routing, and tracking of customer insights, decisions, and action items across engagements; Ensure nothing falls through the cracks
• Deliver clear, concise updates to executive stakeholders, customers, and cross-functional partners on engagement outcomes, program progress, and action item status
• Contribute to the design and improvement of engagement models, processes, and playbooks
• Identify and activate customers for product co-creation (pilots, betas, CABs, research), GTM advocacy (case studies, events, references), and executive engagement opportunities
• Bachelor's degree in Business, Marketing, or related field
• 10+ years of experience in customer engagement, program management, account management, or customer success, preferably within a technology or SaaS company
• Demonstrated ability to build and manage executive-level relationships (VP+ / C-suite) independently
• Track record of driving cross-functional outcomes in a matrixed organization without direct authority
• Strong written and verbal communication skills, with the ability to tailor messaging for executive, technical, and operational audiences
• Experience managing complex, multi-stakeholder engagements with competing priorities and ambiguity
• Analytical skills sufficient to interpret engagement data, identify trends, and inform strategy