Lead, coach, and develop a team of Engagement Managers responsible for managing strategic post-sales customer relationships
Provide guidance on engagement strategies, project execution, and technical solutioning
Set clear goals and performance expectations, fostering accountability and continuous development
Prioritize team resources effectively across a dynamic, growing portfolio of enterprise customers
Drive consistency in project coordination, resource planning, and milestone tracking across the team
Oversee customer relationship management across the team, ensuring consistent delivery of a high-quality, trusted experience
Act as the escalation point for complex customer needs, partnering cross-functionally to resolve issues
Support the team in delivering strategic insights aligned with each customer's business goals
Track and report on key metrics related to customer satisfaction, retention, and engagement team performance
Lead initiatives that increase value delivery and strengthen long-term partnerships
Analyze workflows and identify inefficiencies to enhance operational effectiveness
Implement best practices and process improvements that drive better outcomes for clients and internal teams
Continuously seek opportunities to streamline operations and maximize customer

8+ years of experience in customer success, engagement management, or consulting, ideally supporting complex healthcare customers
3+ years in a leadership role managing customer-facing teams
Experience owning healthcare customer relationships in a SaaS startup environment
Proven ability to drive customer engagement initiatives using data, product knowledge, and industry expertise
Demonstrated success identifying solutions, improving client strategies, and driving change in complex, fast-moving environments
Strong project management skills, with the ability to manage multiple priorities and drive alignment across executive stakeholders
Ability to influence and build credibility and trust across the organization and with customers

Manager, Engagement Management

Key skills