Senior Manager, Customer Engagement

Job Summary

To build and lead the Customer Engagement Operations function, the full-time Senior Manager, Customer Engagement will serve as a strategic partner focused on customer retention, churn risk management, and team performance while collaborating closely with CS leadership in a hybrid work environment.

Key responsibilities

• Serve as the primary administrator for Planhat, managing configuration, data hygiene, and ongoing optimization
• Design and evolve the Customer Engagement data infrastructure, including success metrics and executive dashboards
• Lead customer lifecycle design efforts, mapping the ideal journey from contract to renewal across segments

Required qualifications

• 5+ years in Customer Success Operations, Revenue Operations, or a related function, preferably in B2B SaaS
• Proven experience owning a Customer Success platform (e.g., Planhat, Gainsight) at an admin level
• Track record of building Customer Success reporting, health scores, or forecasting models that drove measurable outcomes
• Strong analytical skills, comfortable working with data to build insights and recommendations
• Excellent communication skills, capable of presenting data-driven recommendations to leadership and executive audiences