Customer Engagement Manager

RethinkFirst • Orlando, FL

1d • Remote

About The Position

We are seeking a highly skilled CS reporting & analytics expert who specializes in designing, implementing, and optimizing NPS and behavior-based campaigns. The ideal candidate will have in-depth knowledge of Gainsight’s platform, the ability to leverage customer data to create and manage targeted campaigns, and strong data analytics skills to drive decision-making. This role is key to advancing our customer success strategy by utilizing Gainsight’s powerful tools to drive personalized, data-driven campaigns based on user behavior and interaction.

Requirements

• Extensive hands-on experience with the Gainsight platform, including Journeys, Playbooks, Health Scores, NPS, and CTAs.
• Strong understanding of customer success workflows and how to apply them within the Gainsight platform.
• Proven experience in creating, executing, and optimizing behavior-driven campaigns in customer success, marketing, or product management.
• Familiarity with data segmentation, predictive analytics, and customer journey mapping.
• Strong proficiency in data analytics and the ability to analyze customer data to identify trends, behaviors, and opportunities for campaign optimization.
• Experience with data analysis tools (Excel, Tableau, PowerBI etc.) and the ability to create data-driven strategies.
• Ability to translate data insights into actionable strategies for improving customer engagement and retention.
• Strong project management skills, with the ability to prioritize and manage multiple campaigns and initiatives simultaneously.
• Ability to work independently and take ownership of projects, while collaborating effectively with cross-functional teams.
• Excellent verbal and written communication skills.
• Ability to present data and insights clearly to both technical and non-technical stakeholders.
• Experience with Salesforce or similar CRM systems.
• Basic understanding of SQL and data analysis tools (e.g., Excel, Tableau, PowerBI) is a plus.

Nice To Haves

• Gainsight Certification (or equivalent) is a plus.
• Experience in SaaS, technology, or other fast-paced industries.
• Previous work in customer success or a related field, with a focus on behavior-based marketing and engagement strategies.

Responsibilities

• Lead the creation and management of behavior-based campaigns in Gainsight, focused on customer engagement, retention, and lifecycle management.
• Develop strategies to track customer behavior, including product usage, engagement, and health scores, to trigger relevant campaigns and actions.
• Utilize Gainsight’s various features (Journeys, Playbooks, Health Scores, NPS, CTAs, etc.) to set up, monitor, and optimize campaigns.
• Work closely with the Customer Success, Product, and Marketing teams to ensure Gainsight is integrated with other tools and systems to create a seamless experience for customers.
• Leverage data analytics to measure campaign performance, identify trends, and derive actionable insights to enhance customer engagement and outcomes.
• Use A/B testing, segmentation strategies, and predictive analytics to improve campaign effectiveness and customer retention.
• Continuously monitor KPIs and analytics to optimize campaigns and report on campaign success to stakeholders.
• Leverage data from Gainsight to gain insights into customer health, usage patterns, and behavior to tailor campaigns effectively.
• Develop a deep understanding of customer needs and behavior to help improve customer journeys and increase satisfaction.
• Work cross-functionally with other departments (Sales, Product, and Marketing) to align campaign goals and deliver a consistent message to customers.
• Act as the Gainsight platform subject matter expert, providing training and support to internal stakeholders as needed.
• Create regular reports for leadership that track the success and impact of behavior-based campaigns.
• Communicate key findings and recommendations to stakeholders to ensure campaigns are aligned with broader business objectives.

Benefits

• Generous health, dental, & vision benefits package
• Flexible paid time off
• 11 paid company holidays
• 401k + matching
• Parental leave
• Access to our award-winning RethinkCare platform supporting neurodiversity in the workplace through parental success, professional resilience, and personal wellbeing.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 101-250 employees