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Customer Engagement Manager

Ema· Post sales
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San Francisco Bay Area$100k - $200kFull-timePosted 7mo ago

About the role

Accounts ownership role overseeing strategic enterprise accounts end-to-end, combining delivery orchestration, outcome ownership, customer leadership, and commercial growth in an AI-enabled enterprise setting.

Responsibilities

  • Own your accounts end-to-end: every engagement, every outcome, every relationship. Everything good or bad stops with you.
  • Be the single point of contact the customer calls for any problem — delivery, quality, adoption, escalation, or expansion.
  • Maintain a holistic view of each account: engagement status, risk exposure, opportunity pipeline, and the customer’s strategic priorities for the quarter.
  • Run account planning: engagement roadmaps, resource forecasting, risk assessment, and growth strategy.
  • Staff and direct delivery teams across your accounts.
  • Oversee delivery quality across all engagements: review solution architectures, attend go-live rehearsals, ensure evaluation rigor.
  • Manage cross-engagement dependencies within an account.
  • Serve as the delivery escalation point: join war rooms, coordinate fixes, and communicate resolution to the customer.
  • You don’t write code — but you review architectures, challenge scope, and ensure go-live readiness.
  • Own post-go-live outcomes: adoption, ROI, accuracy, and user trust.
  • Run regular usage readouts: AI deflection rates, false positive/negative trends, HITL escalation patterns, user bypass rates, trust signals.
  • Separate product gaps from process/training/expectation gaps.
  • Drive continuous improvement cycles: readout → diagnose → prioritize → fix → re-measure.
  • Communicate outcomes in business language with actionable plans.
  • Run QBRs with VP/C-level stakeholders: present outcomes, risks, improvement plans, roadmap.
  • Navigate internal customer politics and facilitate alignment on priorities.
  • Communicate bad news credibly and manage C-level escalations.
  • Grow the book through outcome-driven expansion and evidence-based proposals.
  • Identify new use cases by understanding customer processes and pain points.
  • Co-sell with Sales to provide delivery credibility for expansion proposals.
  • Act as the voice of customers to Product and Core Engineering; translate patterns into feedback.
  • Identify cross-customer patterns signaling platform gaps or opportunities.
  • Partner with Product on customer-facing roadmap discussions.
  • Coach Engineering Leads and Implementation Managers on architecture quality and delivery discipline.
  • Promote shared standards and build reusable account-level assets.

Qualifications

  • 15+ years in enterprise technology delivery, consulting, account management, or customer leadership.
  • 5+ years owning enterprise accounts end-to-end (delivery, outcomes, relationship, growth).
  • Track record managing/directing delivery teams (Engineering Leads, TPMs, consultants).
  • Post-go-live outcome ownership with measured ROI and adoption.
  • Commercial accountability: grew account revenue through outcome-driven expansion.
  • Enterprise stakeholder management at VP/C-level across multiple concurrent accounts.
  • Production track record with scale and accountability beyond POCs.

Skills

Required:Enterprise account ownershipDelivery orchestrationExecutive stakeholder management
Last updated Oct 8, 2026. Interested? Apply on the company site.
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