Customer Engagement Manager

Summary

Join our Customer Success team as a Customer Engagement Manager and drive retention and adoption among our SMB customers. You will design and execute scaled engagement programs, monitor customer health, and proactively address at-risk accounts. Responsibilities include delivering onboarding sessions and webinars, collaborating with other teams, and managing customer interactions using various tools. Success in this role means increased feature adoption, improved customer health scores, and higher NRR. This remote position is based in Spain, Portugal, or Brazil and requires strong communication skills and experience managing SMBs at scale.

Requirements

• 2+ years of experience in Customer Success, Customer Marketing, or Account Management, preferably in a SaaS environment managing SMBs
• Proven experience managing a high volume of customer accounts at scale, ideally through tech-touch or one-to-many programs
• Fluent in English and at least one additional language
• Strong written and verbal communication skills, with the ability to create customer-facing content
• Analytical mindset and experience using customer health, usage, or campaign data to drive actions
• Familiarity with customer engagement tools like ChurnZero, Gainsight, HubSpot, Intercom, or similar
• Based in Spain, Portugal, or Brazil with the ability to work in a fully remote, international environment

Responsibilities

• Drive retention and product adoption by designing and executing scaled engagement programs (e.g., lifecycle emails, webinars, in-app guides), with 1:1 calls being a key part of the engagement strategy
• Monitor customer health and product usage to identify at-risk accounts and proactively intervene before churn
• Deliver group onboarding sessions, customer webinars, and self-service content to help users get value from the product
• Collaborate with the Renewals team to support timely renewals and flag risks
• Partner with Product and Support teams to amplify customer feedback and improve the overall customer experience
• Collaborate with Marketing to develop webinars, email campaigns, and creative assets
• Manage day-to-day interactions with customers using tools like ChurnZero, Intercom, HubSpot, Canny, Google Sheets, and Salesforce
• Maintain clean CRM records and help build reports on retention performance and customer behavior
• Track key KPIs including adoption, customer health, and NRR, and report insights regularly

Preferred Qualifications

• Experience delivering live webinars or onboarding sessions
• Knowledge of customer lifecycle marketing or scaled CS best practices
• Background in SaaS platforms used by SMBs

Benefits

• Opportunity to work in a growing, global SaaS company with a strong focus on customer success
• Collaborate with a diverse, passionate, and remote-first team
• Make a direct impact on retention and customer satisfaction in a key segment
• Grow your career by owning strategic programs that scale success across thousands of customers
• Benefit from our employee stock option program—everyone on the team has a stake in the company’s success