Customer Engagement Manager

MNTN

2d•Remote

About The Position

As a Customer Engagement Manager, you’ll play an instrumental role in shaping our customer relationships. The CEM is responsible for driving customer satisfaction, product adoption, and retention by building relationships with customers and ensuring they derive maximum value from the MNTN platform. Acting as a trusted advisor, you will guide customers through the in-app onboarding experience, address challenges, and proactively identify opportunities to optimize platform usage. By closely monitoring customer engagement, you will develop strategies to enhance product utilization, mitigate churn, and foster long-term loyalty. Success in this role will be measured by your ability to drive product adoption and engagement while meeting or exceeding customer success team revenue and retention targets. If you’re passionate about empowering customers, providing tailored support to specialized brands and solving core business challenges in a fast-paced, growth-focused environment, we want to hear from you.

Requirements

4+ years of experience in customer success, account management, or a similar customer-facing role, ideally within AdTech, MarTech, or a related field.
Exceptional communication skills, with the ability to craft engaging and scalable content for email and in-app communications.
A data-driven mindset, with experience using customer performance and usage data to inform decisions and optimize strategies.
Confidence in leading customer calls, especially in escalated or high-stakes situations.
Proficiency with Salesforce, Intercom, or similar platforms.
Proven ability to collaborate effectively across teams, including Marketing, Product, and Operations.
Strong attention to detail with the ability to balance efficiency and quality in a fast-paced environment.
Adaptability to evolving processes, platforms, and customer needs, thriving in an innovative and dynamic work environment.

Responsibilities

Serve as the primary point of contact for customers, providing strategic guidance and supporting campaign success.
Guide customers through onboarding and in-app experiences, helping them define success metrics and establish a strong foundation.
Act as a trusted advisor by leveraging deep knowledge of the MNTN customer journey to support customers at every stage.
Proactively identify at-risk customers using usage and engagement data and implement targeted retention strategies.
Partner with internal teams to develop and execute customer-specific playbooks that drive adoption and reduce churn.
Drive deeper platform engagement by promoting key features, best practices, and self-service resources.
Translate customer performance and usage data into actionable insights aligned with customer goals.
Maintain visibility into customer progress and milestones, proactively addressing roadblocks and escalations.