Director of Client Engagement
200k – 265kNew York, NYCustomer SuccessHybrid8+ YOE
Summary
Lead and scale the client engagement function for a robotics platform company. Own post-sale outcomes, manage a small team, drive retention and expansion, and serve as the voice of the customer to Product and Engineering.
About the role
What You'll Own
- Build and run the end-to-end client engagement function for Viam's platform customers. Set and maintain a high bar for technical expertise and delivery excellence for your team and drive customer retention and expansion.
- Manage and develop a small team. Set the bar for what excellent client engagement looks like at Viam, and coach the team to meet it.
- Build strong customer relationships across the portfolio. Surface risks early, before they show up as customer complaints.
- Be the voice of the customer back into Product and Engineering. Own the feedback loop that shapes the product roadmap.
- Partner with Sales on expansion. When a customer is ready to grow, define the path together; accountable for the technical and delivery side of that path landing well.
What You Bring
- 8+ years leading a post-sale, client engagement, or forward-deployed function at a B2B technical product company, with at least 3 years in a management role. Experience managing Forward Deployed Engineers, Solutions Engineers, Professional Services, or Customer Engineering.
- Comfortable in technical environments. Can hold your own with engineers and customer technical teams.
- Accountability for both retention and expansion across a portfolio of strategic accounts. Can describe specific customers saved and expanded, and the operating habits that produced both outcomes.
- Comfort operating across multiple industries and customer profiles in the same role. Viam's customers span a wide range of unique use cases and technical challenges.
Compensation & Benefits
- Starting salary between $200K-$265K/year. Exact offer varies based on experience level, skillset, market location, and internal equity.
- Equity grants
- 100% covered medical/dental/vision insurance plans, commuter benefits
- 25 days paid vacation and generous holiday observances
- Free lunch every day in the office
- One Medical Membership
- Citi Bike memberships
- Monthly wellness stipend
- Paid parental leave
- Reproductive Health Benefits, including Fertility Benefits and Abortion Access Travel Benefits
- Yearly Learning and Development Budget
Skills
Client EngagementCustomer SuccessAccount ManagementTeam ManagementTechnical Account ManagementPost-Sale OperationsCustomer RetentionCustomer ExpansionB2B SaaSCross-functional Collaboration
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