Engagement Manager

Client Engagement & Adoption

• Build and implement a scalable engagement strategy that fosters user adoption and engagement for your portfolio of clients.
• Host meetings and office hours for your portfolio of clients to inform and coach on product usage and best practices aligned with strategy set with the client strategist.
• Provide engagement suggestions to clients based on their usage patterns and goals.
• Monitor product usage and proactively flag opportunities to expand or deepen adoption.
• Run one-on-one meetings to review progress toward goals and surface new needs for key accounts.
• Build and execute get-well plans for accounts showing signs of disengagement.

Product Expertise

• Learn and maintain deep knowledge of the PeopleGrove platforms, including new features as they release.
• Translate platform capabilities into tactical recommendations tied to individual client goals.
• Educate client administrators on the features and functionality relevant to their use case.

Relationship Building

• Build trusted relationships with the day-to-day client administrators and champions at each institution.
• Understand each client's goals well enough to tie platform usage back to their institutional priorities.

Client Health Management

• Track adoption and engagement metrics across your portfolio.
• Identify and recruit referenceable clients for webinars, testimonials and more.
• Use platform usage data to identify risk early and adjust outreach accordingly.
• Report account status and trends to your Client Strategist.

Cross-Functional Collaboration

• Serve as the voice of the client admin inside PeopleGrove, sharing feedback with Support and CS Leadership.
• Partner with your Client Strategist to execute each account's annual strategy.
• Participate in customer education efforts such as webinars, workshops, and the PeopleGrove Admin Community.

Qualifications

• Experience

• 3+ years of experience in higher education, nonprofit, or SaaS customer success.
• Familiarity with the PeopleGrove platform, ideally as an admin user, is a plus.

Skills

• Comfortable discussing platform strategy and diving into technical detail, all with the same client.
• Self-starter who strives to become a platform super-user.
• Strong written and verbal communication skills.
• Organized, able to manage a portfolio of clients and competing deadlines.
• Critical thinker with a customer-first approach.
• Proficient in Microsoft Office, Salesforce, ChurnZero, or similar CRM tools.

Education

• Bachelor's degree or equivalent experience.

Perks & Benefits

• • Competitive salary + annual bonus
• • Flexible PTO and hybrid/remote work options
• • Full medical, dental, and vision coverage
• • 401K with generous company match + financial planning
• • Company-paid life and disability insurance
• • Collaborative and purpose-driven culture