Engagement Manager - Managed Services

Engagement Manager

We're hiring an Engagement Manager to own the client relationship across the full Managed Services lifecycle, from the moment a deal is signed through renewal. You're the person the customer relies on, and the person who holds the delivery team accountable to them. Your north star is retention.

Managed Services runs as a pod. An AEO Strategist owns strategy and quality. A Solution Architect owns execution inside AirOps. An Integrations Engineer connects AirOps to the customer's systems. An Account Executive owns the commercial relationship. You own everything around them: the relationship, the momentum, the timeline, and the story of what the work is producing. The delivery motion is being refined, and you'll be the one who pressure-tests and scales it.

What you'll do:

• The client relationship, end to end. Day 0 through the end of the relationship. All client requests route through you. You're accountable for momentum, communication, and making sure nothing the client is waiting on falls through.

• Retention. Your north star metric is keeping the customer. You make sure there's a healthy account to renew.

• Timeline, tracker, and cadence through delivery. Weekly calls, weekly status deck, tracker current. First progress update by day 2 or 3, mid-week check-ins after that, and one visible piece of work in front of the client by the end of week one.

• Chasing down customer inputs. The AEO Strategist defines what's needed (data access, log files, source systems). You chase it until the picture is complete, proactively, before the client notices it's missing.

• The reporting narrative. The AEO Strategist owns the measurement framework; you own what the data means for this client. You co-run the monthly reporting sync and keep the revenue tie-back story current throughout the engagement, not just near renewal.

• Risk and escalation. Blockers and timeline risk surfaced immediately, never held until the next scheduled check-in.

• Deep expertise in your client's business. You understand their goals and priorities well enough to help the pod focus on what actually matters, and to shape the measurement criteria around it.

• Expansion Opportunities: Through your relationship and understanding of the client's business, you find additional avenues of opportunities for AirOps to assist within the customer's organization.

What you'll bring:

• You've owned enterprise client relationships through delivery, not just through the sale. Previous clients can name you and what your impact was for them.

• You've run complex, multi work-stream engagements with a cross-functional delivery team, and you were the one keeping the timeline honest.

• You hold the room with senior executive stakeholders without a technical co-pilot. You've brought hard news, challenged a client's thinking, and been treated as an advisor rather than a vendor.

• You're operationally relentless. Same-day recaps, live trackers, no dropped threads. You'd rather over-communicate than let a client wonder where things stand.

• You know enough SEO and AEO to hold a credible conversation with a marketing exec, translate the strategist's work into business language, and notice when something looks wrong.

• You think in outcomes. When you describe success you talk about accounts retained, engagements delivered on time, and clients who can articulate the value they got.

Nice to haves:

• Strong track record of high performance at a tier 1 consulting firm or a high-touch professional services org

• You've built the process, not just run it: a cadence structure, handoff protocol, or QBR motion that exists because of you

• Experience at an AI-native company, or through a major platform shift

• Multi-stakeholder account management: agency relationships, embedded partner models, or managing through internal champions

Our Guiding Principles:

1. Extreme Ownership

2. Quality

3. Curiosity and Play

4. Make Our Customers Heroes

5. Respectful Candor

Benefits:

• Equity in a fast-growing startup

• Competitive benefits package tailored to your location

• Flexible time off policy

• Parental Leave

• A fun-loving and (just a bit) nerdy team that loves to move fast!