Engagement Manager

Summary

Join ThoughtExchange as an Engagement Manager and lead the onboarding of new customers, managing the entire implementation process from planning to training and ongoing support. You will serve as a trusted advisor, building strong customer relationships and driving renewals and growth opportunities. Leverage your expertise in survey design and product knowledge to empower customers to maximize platform usage. Collaborate with sales and customer success teams for seamless customer experiences. The role requires proven experience in customer success or account management, strong communication and relationship-building skills, and the ability to manage multiple deadlines. ThoughtExchange offers a competitive salary, comprehensive benefits, a remote-first work environment, and opportunities for professional development.

Requirements

• Proven experience in Customer Success, Account Management, or a related role, preferably in a SaaS or technology environment
• Demonstrated success in driving renewals, upsells, and managing complex customer accounts
• Strong relationship-building and interpersonal skills to foster trust and engagement with multi-level stakeholders
• Exceptional communication, presentation, and negotiation skills
• Ability to manage multiple deadlines, with excellent organizational and time-management skills
• Commitment to maintaining excellent data hygiene by promptly recording all notes, activities, milestones, and tasks related to customer interaction
• Excited by the ability to travel and to meet customers face-to-face as well as potential in-person team or company meetings (no more than once a quarter)

Responsibilities

• Serve as a trusted advisor & strategic partner through every stage of the customer journey to drive customer engagement & advocacy, secure renewals & identify growth opportunities
• Build and foster multi-level customer relationships by deepening relationships with key contacts and identifying other key stakeholders at the customer's organization
• Lead the end-to-end renewal process, including territory planning, negotiation, execution of renewal & expansion/upsell opportunities, moving opportunities through the pipeline, and delivering accurate forecasts to CS leadership
• Develop success plans aligned with the customer's goals, business challenges and timelines and translate their vision into value-based solutions to drive product adoption and ROI
• Support customers in onboarding, executing value-based engagements, provide recommendations on survey design and structure, and deliver ongoing training sessions as needed
• Conduct strategic business reviews to align with customers on priorities, product updates, customer satisfaction, engagement best practices and value received to date
• Advocate for customer needs & pain points internally by ensuring customer feedback is documented and that critical insights are surfaced across key departments
• Use data and leading indicators to proactively identify customer risk & opportunities, taking action to mitigate risk & seizing opportunities for account growth
• Collaborate with internal teams, including Product, Support, and Development, to resolve customer challenges and ensure a seamless, consistent experience
• Use internal systems & tools to track key accounts, contacts, opportunities, communications, and important notes in a timely manner
• Stay informed on product updates, emerging engagement strategies, and industry best practices to ensure alignment with current trends and deliver innovative solutions to customers
• Collaborate closely with cross-functional teams to share customer stories, gather referrals, support seamless new customer handoffs and support product improvements

Preferred Qualifications

• Experience working in the Education vertical
• Knowledge of survey design principles, engagement best practices, and ROI measurement
• Foundational knowledge of using CRM (Customer Relationship Management) software for file management, updating accounts, and tracking health metrics
• Experience upselling or generating new business

Benefits

• From day one, you’ll receive a benefits package focused on health & wellness that includes a generous time off policy, flexible extended benefits plan options, and company-wide Mental Health days off scheduled through the year
• Our benefits package also includes maternity & parental leave top-up programs and access to Maple , Inklebot , and Headspace which support our employees' primary care, mental health, and wellness needs
• We’ve been remote-first for over ten years
• We’re contribution-focused and operate on mutual trust because we need you to feel empowered to be your best self
• In addition to competitive pay and benefits, employees receive share options when joining the company
• Additional options are awarded throughout your ThoughtExchange career based on ongoing contributions to the company
• You can join regular Anti-racism, Diversity, Equity & Inclusion (ADEI) and Learning & Development sessions
• You also have access to an annual Professional Development stipend & Company Coach to ensure you can grow in your role & advance your career