Sr. Engagement Manager

LightTable AI•Denver, CO

About The Position

LightTable is hiring a Senior Engagement Manager to own its most strategic enterprise accounts, including large general contractors and enterprise owners. The role leads customer engagements from contract signature onward, taking over from the account executive when implementation begins. It combines customer success and management consulting: understanding clients’ existing processes, co-designing workflows with them and LightTable’s AEC specialists, winning executive buy-in, and guiding teams through adoption and change. The Senior Engagement Manager is the primary client owner and orchestrates internal resources across AEC, product, and engineering to achieve customer outcomes. The role focuses on a limited set of strategic accounts, drives adoption and strategic expansion, and helps establish the playbooks, processes, and standards for the broader engagement team. Success is measured through onboarding and time-to-value, software consumption, workflow adoption and executive engagement, retention and expansion revenue, feedback to product and engineering, documented processes, and customer satisfaction.

Requirements

7–8+ years of experience in customer success, engagement management, or implementation at a B2B SaaS or technology company, or in management consulting.
Experience owning large, complex enterprise accounts.
Experience guiding large organizations through new workflows and ways of working, including securing executive buy-in and bringing skeptical teams along.
Ability to independently own outcomes and see them through to completion.
Experience building playbooks, processes, or onboarding flows, including learning from and fixing what did not work.
Ability to map client processes, design improved workflows with subject-matter experts, and drive engagements while coordinating resources across a business.
Genuine curiosity about AI’s impact on construction and interest in helping clients adopt AI.
Commercial judgment, including recognizing expansion and account-risk signals and partnering effectively with sales.
Ability to build relationships across organizations and develop multi-stakeholder buy-in up to the executive level.
Clear communication in client success plans and product briefs, and judgment to communicate in person or by phone when appropriate.
Initiative to communicate directly with clients when appropriate.

Nice To Haves

Construction or AEC experience, including work with general contractors, owners, design firms, or construction technology; this is strongly preferred.
Experience working at or building within an early-stage startup.
Experience managing or mentoring other customer-facing team members.

Responsibilities

Own strategic customer engagements from contract signature onward and serve as the primary client owner after handoff from the account executive.
Lead change management for deployments by learning client processes, co-designing new workflows with clients and AEC specialists, securing executive buy-in, and training and onboarding teams across regions, business units, and projects.
Define customer outcomes based on the reasons each client purchased LightTable and build shared roadmaps to achieve them.
Conduct regular outcome-focused customer check-ins, identify gaps, and work with colleagues to address them.
Manage post-sales relationships end to end by capturing usage, tracking metrics, monitoring account health and stakeholder engagement, and responding to client sentiment.
Translate customer experiences, friction points, and successes into actionable feedback for LightTable’s product and roadmap.
Orchestrate internal account teams, partnering with AEC specialists and coordinating with product and engineering as needed.
Drive strategic account expansion by identifying stakeholders and groups, extending adoption across client organizations, and supporting adoption of new tools.
Develop engagement playbooks, processes, and standards, and act as a thought partner to leadership as the function grows.