Role Summary

We are seeking a highly experienced Engagement Manager to partner with our most strategic customers and drive successful adoption, value realisation, and long-term retention.

Operating as a senior individual contributor, this role will work closely with the SVP Customer Success, strategic account leaders and regional leaders to ensure our largest and most complex accounts achieve measurable business outcomes. The Engagement Manager will act as a trusted advisor, orchestrating cross-functional teams and ensuring disciplined execution across the customer lifecycle.

Key Responsibilities

1. Strategic Customer Engagement

• Own and lead delivery strategy for a portfolio of strategic / enterprise customers

• Build strong relationships with:

• Executive stakeholders

• Technical leaders

• Align customer objectives with platform capabilities and roadmap

2. Value Realisation & Outcomes

• Define and track clear statements of work, success metrics, and business outcomes

• Ensure customers achieve:

• Time-to-value

• Adoption milestones

• ROI from investment

• Proactively identify risks to value delivery and drive mitigation

3. Complex Programme Leadership

• Lead large, multi-phase customer delivery engagements (implementations, expansions, migrations, transformations)

• Coordinate across:

• Professional Services

• Solutions Engineering

• Product

• Support

• Partners

• Ensure delivery is aligned to agreed outcomes and timelines

4. Commercial Alignment & Growth

• Partner closely with:

• Account Executives

• Customer Success Managers

• Support:

• Renewals

• Expansion opportunities

• Provide insight into:

• Account health

• Risk and growth signals

5. Executive Stakeholder Management

• Act as a trusted advisor at C-level and senior leadership level

• Lead:

• Executive business reviews (EBRs)

• Strategic planning sessions

• Communicate value, progress, and risks clearly

6. Risk Management & Escalation

• Identify and manage:

• Delivery risks

• Adoption challenges

• Stakeholder misalignment

• Lead resolution of complex issues and escalations

7. Operating Discipline & Governance

• Establish clear:

• Engagement plans

• Lightweight governance structures

• Success criteria

• Ensure consistent execution across global accounts

8. Feedback & Continuous Improvement

• Capture customer insights and feed into:

• Product roadmap

• Go-to-market strategy

• Identify opportunities to improve:

• Customer journeys

• Engagement model

Success Measures

• On-time delivery of engagements

• Achievement of defined customer outcomes and ROI

• Strong executive-level relationships and customer satisfaction

• Reduction in escalations and improved account health

• High renewal and retention rates across assigned accounts

• Expansion / growth influenced within strategic accounts

Experience & Profile

Essential

• Significant experience in:

• SaaS customer success, consulting, or engagement management

• Proven track record managing:

• Enterprise / strategic accounts

• Complex, multi-stakeholder environments

• Strong commercial acumen (understands renewals, expansion, ARR impact)

Leadership Profile

• Operates with high autonomy and accountability

• Influences senior stakeholders internally and externally

• Strong problem solver and structured thinker

• Able to navigate ambiguity and drive outcomes

Preferred

• Experience in:

• Data platforms / databases / cloud technologies

• Background in:

• Consulting or program delivery

• Familiarity with:

• Customer success platforms and CRM systems

Reporting Line & Structure

• Works closely with:

• Architects

• Account Executives

• Customer Success Managers

• Solutions Engineering

• Support & Product

Role Positioning (important internally)

This is not:

• A project manager

• A support role

• A junior CSM

• An ops role

This is:

A senior, customer-facing leader responsible for ensuring our most important customers achieve meaningful business outcomes and remain long-term partners.