Engagement Manager

Responsibilities

• Lead and deepen relationships with customers, drive weekly technical syncs, and keep engineering, product, and operations aligned
• Translate customer needs into clear internal workstreams while balancing customization with scalable solutions
• Represent both customer and internal engineering perspectives to ensure clarity, trust, and long term partnership
• Coordinate deliverables across engineering, product, and operations to ensure smooth execution
• Manage expectations across time zones, maintain proactive communication, and keep customers informed on progress and risks
• Oversee day to day delivery, onboarding, weekly planning, and business reviews with an emphasis on relationship health and consistency
• Build systems, dashboards, and documentation that improve transparency, build customer confidence, and enhance deployment performance
• Track SLAs, quality metrics, revenue consumption, and overall account health, including relationship satisfaction metrics
• Identify risks early, communicate them clearly, and drive continuous improvement across deployments
• Work closely with engineers to diagnose issues and propose solutions while managing customer communication and expectations
• Close the loop between customer insights and product improvements to strengthen both the relationship and the platform
• Partner with customers to resolve blockers, advocate for impactful fixes, and maintain long term trust
• Create repeatable processes that improve customer success and reduce friction in future deployments
• Strengthen operations and customer relationship management for both new and existing customers through cross functional collaboration
• Build frameworks that help scale high quality, high touch customer experiences as the customer base grows

Requirements

• Background in consulting, technical program management, business development, or customer success
• Strong relationship management skills with a history of supporting B2B customers and growing accounts
• Technical fluency with systems, APIs, data flows, and integrations
• Comfort using SQL, dashboards, and data tools

Nice-to-Haves

• Fluency in Chinese or experience working closely with China based teams