Customer Engagement Manager

Tithely•Nashville, TN

2d•Remote

About The Position

As the Customer Engagement Manager, you will be the strategic lead responsible for the vision, infrastructure, and operational excellence of our community software and communication frameworks, finding and establishing the efficiencies that allow our CX team to scale without losing a human touch. By acting as the primary architect behind customer journey mapping, VOC reporting, and critical incident communications, you will secure the operational stability necessary to deepen user loyalty and trust. Ultimately, you will build the cross-functional processes and resource-allocation strategies that align our community efforts with the broader company mission, ensuring every customer touchpoint is both purposeful and performant.

Requirements

Communicate Effectively: Delivers multi-mode communication clearly to different audiences.
Have Digital Fluency: Is adaptable and innovative in the digital world.
Cultivate Innovation: Comes up with useful ideas that are new, better, or unique Introduces new ways of looking at problems.
Have a Strategic Mindset: Seeing ahead to future possibilities and translating them into breakthrough strategies. Anticipates future trends and implications accurately. Readily poses future scenarios.
Optimize Work Processes: Knows the most effective and efficient processes to get things done, with a focus on continuous improvement and managing from a distance. Seeks ways to improve processes, from small tweaks to complete reengineering.
Be Resourceful: Marshals resources (people, funding, material, support) to get things done. Applies knowledge of internal structures, processes, and culture to resourcing efforts.
Drive Results: Persists in accomplishing objectives despite obstacles and setbacks.
2+ years of experience in Customer Experience, Community Management, Marketing, or a related role within a SaaS environment.
Experience managing customer-facing communications, engagement programs, or community initiatives.
Experience using CRM, community, or customer engagement platforms.
Experience coordinating projects or initiatives across multiple teams.
A stable work environment with designated workspace and access to high-speed internet.
US-based and legally able to work full time in the US.

Nice To Haves

Experience working with customer engagement and communication tools, including community platforms, HubSpot, and event management software.
Experience working in a high-growth SaaS or technology environment.
Familiarity with church or non-profit technology.

Responsibilities

Define and execute the strategy for Tithely’s customer community, including engagement goals, customer value, and long-term growth.
Own and manage the community platform and related communication tools.
Develop and implement programs that increase customer participation, engagement, and advocacy within the community.
Lead customer-facing communications during critical incidents such as outages, bugs, maintenance windows, and other high-impact events.
Create and manage lifecycle messaging strategies that keep customers informed without over-communicating.
Establish consistent messaging standards, tone, and communication cadences across customer touchpoints.
Own and scale Tithely’s Voice of Customer program, transforming customer feedback into actionable business insights.
Aggregate and analyze feedback from support tickets, surveys, NPS responses, community discussions, and direct customer interactions.
Build reporting frameworks that surface trends across customer segments, products, and lifecycle stages.
Partner cross-functionally with Product, Sales, Support, and Leadership to distribute VOC insights and influence decision-making.
Track and communicate how customer feedback is acted upon to reinforce customer trust and engagement.
Map and optimize the end-to-end customer journey, identifying opportunities to reduce friction and improve the customer experience.
Partner with cross-functional teams to ensure customer experiences align with intended processes and company standards.
Identify key moments that drive customer satisfaction, retention, and long-term loyalty.