Engagement Manager

xdof • San Francisco, CA

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About The Position

1. Customer Partnership and Technical Alignment Lead and deepen relationships with customers, drive weekly technical syncs, and keep engineering, product, and operations aligned Translate customer needs into clear internal workstreams while balancing customization with scalable solutions. Represent both customer and internal engineering perspectives to ensure clarity, trust, and long term partnership. 2. Cross Team Coordination and Delivery Management Coordinate deliverables across engineering, product, and operations to ensure smooth execution. Manage expectations across time zones, maintain proactive communication, and keep customers informed on progress and risks. Oversee day to day delivery, onboarding, weekly planning, and business reviews with an emphasis on relationship health and consistency. 3. Systems, Documentation, and Operational Excellence Build systems, dashboards, and documentation that improve transparency, build customer confidence, and enhance deployment performance. Track SLAs, quality metrics, revenue consumption, and overall account health, including relationship satisfaction metrics. Identify risks early, communicate them clearly, and drive continuous improvement across deployments. 4. Issue Resolution and Product Feedback Loops Work closely with engineers to diagnose issues and propose solutions while managing customer communication and expectations. Close the loop between customer insights and product improvements to strengthen both the relationship and the platform. Partner with customers to resolve blockers, advocate for impactful fixes, and maintain long term trust. 5. Process Building and Long Term Scalability Create repeatable processes that improve customer success and reduce friction in future deployments. Strengthen operations and customer relationship management for both new and existing customers through cross functional collaboration. Build frameworks that help scale high quality, high touch customer experiences as the customer base grows.

Requirements

• Background in consulting, technical program management, business development, or customer success.
• Strong relationship management skills with a history of supporting B2B customers and growing accounts.
• Technical fluency with systems, APIs, data flows, and integrations.
• Comfort using SQL, dashboards, and data tools.

Nice To Haves

• Fluency in Chinese or experience working closely with China based teams.

Responsibilities

• Lead and deepen relationships with customers
• Drive weekly technical syncs
• Translate customer needs into clear internal workstreams
• Coordinate deliverables across engineering, product, and operations
• Manage expectations across time zones
• Maintain proactive communication
• Oversee day to day delivery, onboarding, weekly planning, and business reviews
• Build systems, dashboards, and documentation
• Track SLAs, quality metrics, revenue consumption, and overall account health
• Identify risks early
• Work closely with engineers to diagnose issues and propose solutions
• Close the loop between customer insights and product improvements
• Partner with customers to resolve blockers
• Create repeatable processes that improve customer success
• Strengthen operations and customer relationship management
• Build frameworks that help scale high quality, high touch customer experiences

What This Job Offers

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