Customer Engagement Manager

Coursedog

19h • $120,000 - $140,000 • Remote

About The Position

As a Customer Engagement Manager at Coursedog, you will build and run the customer advocacy program, manage the customer reference pool in Deeto, and bring customer insight into campaigns that drive adoption and expansion. Working closely with Sales, Product Marketing, Demand Generation, and Customer Experience, you will cultivate customer relationships and create programs that help higher education institutions understand how Coursedog supports student success. The role balances relationship-building with program operations, with a focus on making advocacy requests timely and worthwhile for customers.

You will create customer stories and references, coordinate customer speakers at conferences, administer the advocacy platform and reference program, and provide customer insight for marketing and lifecycle campaigns. You will analyze engagement and customer data, report on program performance, and improve processes using AI tools. The position offers a base salary of $110,000–$120,000, based on experience and qualifications, plus performance-based variable compensation, for total on-target earnings of $120,000–$140,000 when performance objectives are achieved.

Coursedog is a remote-first company whose platform serves more than 400 colleges and universities and over 3.3 million students. Its mission is to break down barriers to student success by helping higher education institutions improve academic operations.

Requirements

• Proven track record building, owning, and scaling customer advocacy, reference, or customer marketing programs at a B2B SaaS company.
• Demonstrated success recruiting customer speakers and preparing them for conferences, from session pitch through confident day-of delivery.
• Strong writing and storytelling skills, including turning customer conversations into compelling case studies, testimonials, and video stories.
• Ability to manage many relationships, requests, and deadlines while maintaining quality and follow-through.
• Strong analytical skills and ability to use engagement, retention, and usage data to make and defend decisions.
• Expertise with customer advocacy platforms such as Deeto, including workflow setup, advocate data management, and results reporting.
• Demonstrated ability to influence and align Sales, Account Management, Product Marketing, Demand Generation, and Customer Experience around shared customer goals.
• Collaborative, customer-first mindset and judgment to protect advocates from excessive requests.
• Experience using AI tools to reduce manual work and motivation to build faster, more efficient processes.

Responsibilities

• Build customer relationships and develop case studies, testimonials, video stories, reviews, and press quotes, helping advocates shape their topics, angles, and key messages.
• Guide customer advocates from the initial request through approvals and final delivery while respecting their time.
• Manage customer speakers for regional higher-education conferences and the annual AcOps user conference, from session proposals through preparation and day-of support.
• Own and administer Deeto, including advocate profiles, requests, workflows, and reporting.
• Manage and segment a pool of referenceable customers by product, institution type, SIS, and use case.
• Support Sales and Account Managers by matching them with suitable reference customers, tracking requests and outcomes, and pacing requests to avoid overusing advocates.
• Partner with the Product Marketing Manager to run the customer advisory board.
• Collaborate with Demand Generation as a consultant, contributing customer insight, stories, and advocates to customer and partner campaigns.
• Shape messaging and calls to action for upsell, cross-sell, and lifecycle programs with Product Marketing and Account Management, recommending where customer proof can increase adoption of products customers already own.
• Analyze customer behavior, purchase history, engagement, retention, CSAT, and product usage data to identify trends, refine messaging, and surface feedback patterns for Product Marketing.
• Report regularly on program performance, including advocate pipeline, fulfilled reference requests, and campaign results.
• Use AI tools to streamline daily work and continually update processes to improve efficiency.
• Partner with Customer Experience on advocacy moments and recognition programs, participate in the Coursedog customer community, and create short product overview and instructional videos to help customers use more of Coursedog.

Benefits

• Healthcare, dental, and vision coverage with a fixed employer contribution; coverage levels vary by plan and dependents.
• Access to Spring Health mental health support, XP Health vision benefits, Carrot Fertility family planning support, and One Medical primary care.
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
• Safe Harbor 401(k) plan from the first day of employment, with a 4% employer match on total compensation, subject to federal limits.
• Unlimited paid time off.
• Remote-first work environment with flexibility in where and how employees work.
• Equity grants for all employees, reviewed and adjusted with promotions.
• Up to 6 weeks of paid bonding leave at 100% of base pay for all parents; birthing parents receive an additional 6 weeks of paid medical recovery leave at 100% of base pay.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed