Customer Engagement Manager

The role

You will identify and address customer engagement, adoption, and churn risks for Curriculum and Instruction products. This role uses customer and product data to investigate behavior and drive actions with cross-functional teams.

What you will do

• Partner with Customer Success to identify and support strategic and at-risk customers.
• Maintain a data-informed view of customer engagement, adoption, and churn risk.
• Provide support to identified at-risk customers.
• Participate in customer meetings and product discussions.
• Examine dashboards and usage data to identify churn signals.
• Deep dive into individual customer behavior and usage patterns.
• Bring customer findings and product opportunities to Product Managers.
• Partner with Product Management to investigate problems and validate solutions.
• Work with Sales, Customer Success, Solutions Engineering, Product, and Engineering to address issues.
• Troubleshoot customer-reported product and data issues.

Required qualifications

• 3 to 5 years of experience in Customer Success, Customer Engagement, Technical Account Management, Solutions Consulting, or a similar customer-facing SaaS role.
• Experience working directly with U.S.-based customers and leading customer conversations, presentations, and business reviews.
• Experience supporting or retaining strategic or at-risk customers and understanding customer engagement or churn risk.
• Analytical and data-driven experience using customer, product, or business data.
• Strong investigative and problem-solving skills.
• Familiarity with customer-facing web applications, data integrations, APIs, and common web technologies.
• Ability to work effectively with Sales, Customer Success, Product, Solutions Engineering, and Engineering teams.
• Strong communication, relationship-building, and organizational skills.
• Ability to work during required U.S. working hours.

Nice to have

• Experience in K-12 education technology.
• Experience working with enterprise, strategic, or at-risk customer accounts.
• Familiarity with student information systems (SIS), rostering systems, assessment platforms, or education data.
• Experience with SQL, APIs, data integrations, reporting tools, BI platforms, or CRM systems.
• Experience with Google Sheets or Excel, Tableau, Power BI, or similar analytics tools.

Benefits

• Competitive pay
• health insurance
• accident insurance
• life insurance
• retirement savings plan
• Paid annual leave
• paid holidays
• paid parental leave
• paid leave for life events
• paid year-end holiday break
• work from home funds
• wellness checks

About the company

GoGuardian is an outcomes-focused learning company that provides a system of learning solutions for K-12. They are a remote team of diverse, mission-driven employees.