Customer Engagement Manager

Customer Engagement & Risk Management:

• Partner with Customer Success to identify strategic and at-risk customers.
• Maintain a data-informed view of engagement, adoption, and churn risk.
• Provide direct support to at-risk customers and drive actions to improve retention.

Analytics & Customer Investigation:

• Regularly examine dashboards and usage data to detect declining engagement and churn signals.
• Deep dive into individual customer behavior to understand root causes of change.
• Develop clear, actionable findings and track impact of actions taken.

Product Partnership & Customer Advocacy:

• Bring customer findings and product opportunities to Product Managers in a clear way.
• Partner with Product to investigate problems and validate solutions.
• Capture and synthesize customer feedback to improve the product experience.

Cross-Functional Customer & Product Support:

• Work closely with Sales, Customer Success, Solutions Engineering, and Engineering to address customer issues.
• Troubleshoot product and data issues and coordinate with internal teams.
• Communicate findings clearly to technical and non-technical stakeholders.