Senior Manager of Member Engagement - RAMPxchange

Knowledge Services•Indianapolis, IN

17h

About The Position

RAMPxchange is a trusted cybersecurity marketplace that helps organizations connect with verified providers, streamline procurement, and make more informed security decisions. Built on the principles of trust, community, and integrity, RAMPxchange emphasizes education, transparency, and long-term value over transactional sales. The Senior Manager of Client Engagement, who reports to the RAMPxchange Director, is responsible for owning the end-to-end experience of clients (buyers) and providers (sellers) on the RAMPxchange platform. This role sits at the intersection of relationship management, marketplace operations, and customer advocacy. Rather than carrying a traditional sales quota, this leader ensures that participants are supported, guided, and successful from onboarding through long-term engagement. The Senior Manager of Client Engagement plays a critical role in driving retention, satisfaction, and organic growth by fostering meaningful, high-trust relationships across the marketplace.

Requirements

5+ years of experience in client engagement, customer success, partnerships, or relationship management.
Experience working with B2B clients, marketplaces, platforms, or professional services ecosystems.
Strong ability to build trust and credibility with executive, technical, and procurement stakeholders.
Excellent communication and facilitation skills; comfortable leading conversations without selling.
High degree of integrity, sound judgment, and comfort operating in ambiguous environments.
Demonstrated experience building, scaling, and leading client engagement, customer success, or relationship management teams.
Proven ability to define roles, workflows, and engagement models that align with evolving business and marketplace needs.
Experience hiring, onboarding, and mentoring high-performing, trust-oriented client-facing professionals.
Strong people leadership skills, including coaching, performance management, and cross-functional collaboration.

Nice To Haves

Experience scaling teams in an early-stage or growth-phase marketplace, platform, or services organization.
Background in designing engagement coverage models that balance high-touch relationships with operational efficiency.
Familiarity with distributed or remote team leadership.
Experience in cybersecurity, compliance, or regulated industries.
Background in customer success leadership or marketplace operations.

Responsibilities

Serve as the primary steward of the member experience for both clients and providers within the RAMPxchange marketplace.
Ensure participants clearly understand how to engage, transact, and derive value from the platform.
Design and oversee structured onboarding experiences for new marketplace participants.
Collaborate with internal teams to create clear guidance, playbooks, and educational resources.
Ensure advisors and members are well-equipped to engage effectively without reliance on traditional sales motions.
Build and maintain strong, long-term relationships with key marketplace participants.
Proactively identify engagement risks, friction points, or trust gaps and work to resolve them.
Drive retention and repeat participation through consistent, value-driven engagement.
Partner closely with RAMPxchange Procurement and Security Advisors to support their efforts in guiding and activating new members.
Reinforce community norms, expectations, and ethical standards across the marketplace.
Help cultivate a collaborative ecosystem where clients and providers learn from one another.
Serve as the voice of the client internally, translating feedback into actionable insights.
Identify trends, common challenges, and opportunities to improve marketplace design and engagement models.
Collaborate with leadership, marketing, and product stakeholders to refine offerings and positioning.
Design, build, and scale a client engagement team aligned to the needs of a growing, trust based marketplace.
Define clear roles, responsibilities, and engagement models for team members supporting members, providers, and advisors.
Hire, onboard, and mentor client engagement staff with a strong emphasis on relationship building, sound judgment, and marketplace integrity.
Establish consistent engagement standards, playbooks, and escalation paths to ensure a high quality, repeatable client experience.
Collaborate with leadership to forecast engagement capacity needs based on platform growth and activity levels.