Engagement Manager, Customer Success

Reforge is seeking an Engagement Manager to join their Customer Success function and play a critical role in building the function from the ground up. The successful candidate will have the opportunity to make a deep and lasting impact on the company's trajectory as part of the founding team. They will be responsible for driving engagement and value for subscription owners and end users, collecting and disseminating customer feedback, and identifying opportunities for expansion within existing accounts. This is a unique opportunity to work closely with top tech companies, contribute to the company's most critical inflection point, and have the freedom to test and scale ideas quickly.

• Identify interventions to drive engagement and value for subscription owners and end users
• Collect, synthesize, and disseminate feedback from customers across the organization to inform the efforts of our Product, Supply, and Sales organizations
• Establish and deliver on account plans to drive activation, engagement, and satisfaction in accordance with the business needs of the buyer
• Identify opportunities to expand Reforge’s reach and impact within existing accounts
• Help define the overarching strategy for Customer Success at Reforge
• Refine our account segmentation rubric
• Define and track critical success metrics
• Develop a plan to help scale the Customer Success team
• Build foundational systems, processes, and playbooks to set the function up for success

• 5-10 years of experience in high-touch, consultative B2B Customer Success roles
• Experience within early stage start-ups
• Past experience in Sales, Business Development, Management Consulting, or other client-facing roles may also be considered
• Ability to establish strong relationships with senior leaders in sophisticated organizations
• Both strategic and action-oriented
• Strong written and verbal communication skills
• Ability to deliver compelling narratives to multiple audiences

• Flexible/Distributed Work Environment
• Professional Development
• Benefits (health, vision, and dental insurance)
• Salary + Equity
• 401k contribution opportunity
• Flexible PTO