Team Lead, Enterprise Engagement Manager

Parloa • New York City, NY

8d • $147,000 - $168,000 • Hybrid

About The Position

YOUR MISSION: Parloa is transforming customer experience through Agentic AI. As we scale our Enterprise business in the United States, we are strengthening our leadership structure to ensure consistent execution, measurable customer impact, and sustainable growth. As Team Lead, Enterprise Customer Engagement, you will: Directly manage and develop Enterprise Engagement Managers Own team-level performance metrics tied to retention and growth Support complex enterprise accounts as a senior escalation point Contribute to scalable processes and operational excellence This is not a purely strategic or administrative leadership role. You will be actively involved in coaching, reviewing account strategy, supporting executive conversations, and ensuring consistent performance across your team. IN THIS ROLE YOU WILL: Team Leadership & Performance Management Directly manage, coach, and develop a team of Enterprise Engagement Managers Conduct regular 1:1 meetings, performance evaluations, and structured development planning Review account strategies, success plans, and executive business review materials Provide hands-on coaching on stakeholder management, value communication, and expansion strategy Set clear performance expectations and manage accountability across the team Address performance gaps constructively and recognize strong performance KPI Ownership & Revenue Impact Own team-level performance metrics, including: Net Revenue Retention (NRR) Gross Retention Expansion contribution Adoption and usage health indicators Partner with Sales leadership to support renewal and expansion forecasting Ensure expansion opportunities are identified and progressed appropriately Monitor risk signals and proactively drive mitigation strategies Enterprise Escalation & Strategic Oversight Serve as an escalation point for complex customer situations Engage directly with senior stakeholders when additional leadership support is required Support high-impact renewals and strategic account transitions Guide the team through multi-stakeholder enterprise environments Operational Excellence & Cross-Functional Collaboration Refine and standardize engagement playbooks and best practices Partner cross-functionally with Sales, Professional Services, Product, and Engineering Support feedback loops that inform product and service improvements Contribute to scalable processes that enable growth across the US Enterprise segment IN SUMMARY: Lead and directly manage a team of Enterprise Engagement Managers while owning team performance across adoption, retention, expansion, and enterprise delivery excellence. This is a hands-on leadership role responsible for both customer outcomes and people development across Parloa’s US Enterprise segment.

Requirements

• 6+ years of experience in Enterprise Customer Success, Strategic Account Management, Consulting, or a related customer-facing role within SaaS or enterprise technology
• 2+ years of experience directly managing and developing individual contributors
• Experience supporting enterprise accounts with multiple stakeholders and complex implementations
• Demonstrated ownership of retention and expansion outcomes
• Ability to influence senior stakeholders, including Director, VP, and executive-level leaders
• Strong organizational, communication, and coaching skills

Nice To Haves

• Experience in AI, automation, customer experience platforms, or enterprise software
• Experience scaling or formalizing Customer Success processes
• Experience navigating complex customer escalations

Responsibilities

• Directly manage, coach, and develop a team of Enterprise Engagement Managers
• Conduct regular 1:1 meetings, performance evaluations, and structured development planning
• Review account strategies, success plans, and executive business review materials
• Provide hands-on coaching on stakeholder management, value communication, and expansion strategy
• Set clear performance expectations and manage accountability across the team
• Address performance gaps constructively and recognize strong performance
• Own team-level performance metrics, including: Net Revenue Retention (NRR) Gross Retention Expansion contribution Adoption and usage health indicators
• Partner with Sales leadership to support renewal and expansion forecasting
• Ensure expansion opportunities are identified and progressed appropriately
• Monitor risk signals and proactively drive mitigation strategies
• Serve as an escalation point for complex customer situations
• Engage directly with senior stakeholders when additional leadership support is required
• Support high-impact renewals and strategic account transitions
• Guide the team through multi-stakeholder enterprise environments
• Refine and standardize engagement playbooks and best practices
• Partner cross-functionally with Sales, Professional Services, Product, and Engineering
• Support feedback loops that inform product and service improvements
• Contribute to scalable processes that enable growth across the US Enterprise segment

Benefits

• Join a diverse team of 40+ nationalities with flat hierarchies and a collaborative company culture.
• The opportunity to join a rapidly growing Conversational AI startup with offices in Berlin, New York, and Munich.
• Enjoy an immersive onboarding experience, where you’ll have the chance to delve into the Parloa product and immerse yourself in our dynamic company culture.
• Hybrid work environment - we believe in hiring the best talent, no matter where they are based. However, we love to build real connections and want to welcome everyone in the office on certain days.
• Attractive compensation package with equity.
• Training and development budget which can be used for conferences and attending development courses to ensure continuous professional growth.
• Flexible working hours, Unlimited PTO and travel opportunities.
• Regular team events, game nights, and other social activities.
• A beautiful office with flair in the heart of NYC with all the conveniences, such as social area, snacks, and drinks.

What This Job Offers

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