Director, Customer Engagement

LiveRamp, Inc. • San Francisco, CA

1d • $146,000 - $181,500 • Hybrid

About The Position

LiveRamp is seeking a Director of Customer Engagement to shape and scale customer engagement across its customer base. The role combines setting the multi-year direction for the function, building new programs, and ensuring effective day-to-day delivery. The successful candidate will extend established high-touch initiatives with repeatable, scaled engagement while maintaining a high-touch experience for accounts that need it.

The Director will partner across Sales, Customer Success, Services, Solutions Engineering, Product, Product GTM, and Marketing to develop engagement motions such as webinars, product-adoption content series, and cohort-based programs. The work is intended to broaden impact across the customer base and help every account feel like a strategic customer. The position is hybrid, with two days per week in an office in San Francisco, New York City, or Seattle.

Requirements

• At least 8 years of experience in customer engagement, customer marketing, customer success, or related customer-facing strategy roles.
• Experience managing high-touch enterprise or strategic accounts.
• Demonstrated experience designing and scaling customer programs, such as webinars, communities, lifecycle marketing, or cohort programs, from the ground up.
• Experience building and presenting strategic plans, roadmaps, and business cases to senior leadership.
• Strong cross-functional collaboration skills and experience partnering across Sales, Customer Success, Product, and Marketing.
• Ability to operate at both strategic planning and roadmap levels and tactical program-execution and day-to-day delivery levels.

Nice To Haves

• Experience in a B2B SaaS or data/technology company, ideally with a complex customer base spanning enterprise and mid-market or long-tail segments.
• Experience with tools and platforms used to run scaled engagement, such as customer marketing automation, community platforms, in-product engagement tools, or Gainsight-style customer success platforms.
• Background in customer segmentation and designing tiered engagement models.
• Experience standing up a new function or significantly scaling an existing one.
• Familiarity with measuring engagement ROI and connecting engagement activity to retention, expansion, or NRR outcomes.

Responsibilities

• Define the multi-year vision and annual roadmap for customer engagement across community, advocacy, and events, balancing high-touch programs with new one-to-many initiatives.
• Build business cases, budgets, and success metrics for scaled engagement programs, and present plans to senior leadership.
• Design and launch one-to-many programs for customer personas, including builders and users of LiveRamp solutions, through webinars, communications, cohort onboarding, lifecycle campaigns, and events.
• Translate successful high-touch customer relationship practices into repeatable frameworks, content, and tools that can operate at scale.
• Evaluate and implement technology and tooling, such as engagement platforms, automation, and analytics, to support scaled programs.
• Own end-to-end delivery of engagement programs, from planning and execution through measurement and iteration.
• Set and track KPIs for engagement health, adoption, satisfaction, and business impact, and report progress regularly to leadership.
• Build and manage the operating cadence, including roadmaps, planning cycles, and retrospectives, to keep the team accountable and progressing.
• Partner with Customer Success, Sales, Product, Product GTM, and Marketing to align engagement programs with customer lifecycle and growth goals.
• Represent the voice of the customer internally by feeding engagement insights into product and go-to-market strategy.

Benefits

• Flexible paid time off and paid holidays.
• Options for working from home.
• Paid parental leave.
• Medical, dental, vision, life, and disability coverage.
• Employee assistance program and voluntary benefits.
• Perks programs for healthy lifestyles and career growth.
• 401(k) matching: 1:1 match up to 4% of salary.
• In-person and virtual social events, including game nights, happy hours, camping trips, and sports leagues.

What This Job Offers

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