[Hiring] Customer Engagement Manager @Tithely

Role Description

As the Customer Engagement Manager, you will be the strategic lead responsible for the vision, infrastructure, and operational excellence of our community software and communication frameworks, finding and establishing the efficiencies that allow our CX team to scale without losing a human touch. By acting as the primary architect behind customer journey mapping, VOC reporting, and critical incident communications, you will secure the operational stability necessary to deepen user loyalty and trust. Ultimately, you will build the cross-functional processes and resource-allocation strategies that align our community efforts with the broader company mission, ensuring every customer touchpoint is both purposeful and performant.

Primary Responsibilities of the Role

• Community Ecosystem & Software Ownership
  • Define and execute the strategy for Tithely’s customer community, including engagement goals, customer value, and long-term growth.
  • Own and manage the community platform and related communication tools.
  • Develop and implement programs that increase customer participation, engagement, and advocacy within the community.
• Customer Communications
  • Lead customer-facing communications during critical incidents such as outages, bugs, maintenance windows, and other high-impact events.
  • Create and manage lifecycle messaging strategies that keep customers informed without over-communicating.
  • Establish consistent messaging standards, tone, and communication cadences across customer touchpoints.
• Voice of Customer (VOC) Program
  • Own and scale Tithely’s Voice of Customer program, transforming customer feedback into actionable business insights.
  • Aggregate and analyze feedback from support tickets, surveys, NPS responses, community discussions, and direct customer interactions.
  • Build reporting frameworks that surface trends across customer segments, products, and lifecycle stages.
  • Partner cross-functionally with Product, Sales, Support, and Leadership to distribute VOC insights and influence decision-making.
  • Track and communicate how customer feedback is acted upon to reinforce customer trust and engagement.
• Customer Journey Mapping
  • Map and optimize the end-to-end customer journey, identifying opportunities to reduce friction and improve the customer experience.
  • Partner with cross-functional teams to ensure customer experiences align with intended processes and company standards.
  • Identify key moments that drive customer satisfaction, retention, and long-term loyalty.

Qualifications

• Communicate Effectively: Delivers multi-mode communication clearly to different audiences.
• Have Digital Fluency: Is adaptable and innovative in the digital world.
• Cultivate Innovation: Comes up with useful ideas that are new, better, or unique; introduces new ways of looking at problems.
• Have a Strategic Mindset: Sees ahead to future possibilities and translates them into breakthrough strategies; anticipates future trends and implications accurately.
• Optimize Work Processes: Knows the most effective and efficient processes to get things done, focusing on continuous improvement.
• Be Resourceful: Marshals resources (people, funding, material, support) to get things done.
• Drive Results: Persists in accomplishing objectives despite obstacles and setbacks.

Requirements

• 2+ years of experience in Customer Experience, Community Management, Marketing, or a related role within a SaaS environment.
• Experience managing customer-facing communications, engagement programs, or community initiatives.
• Experience using CRM, community, or customer engagement platforms.
• Experience coordinating projects or initiatives across multiple teams.

Preferred Technical Qualifications

• Experience working with customer engagement and communication tools, including community platforms, HubSpot, and event management software.
• Experience working in a high-growth SaaS or technology environment.
• Familiarity with church or non-profit technology.

Office Requirements

• We are a fully distributed team (100% remote) with travel sometimes required 1-2 times per year.
• A stable work environment with designated workspace and access to high-speed internet.
• US-based and legally able to work full time in the US. Sponsorships are not available at this time.
• Tithely is currently able to employ in the following states: AL, AR, AZ, CA, CO, FL, GA, IA, ID, IL, IN, KS, KY, MA, MI, MN, MT, NC, NE, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WV.

Benefits

• Health insurance, dental, vision for your family.
• 401K.
• Paid time off.
• Sick leave.
• Parental leave.
• We believe taking care of our team is important and want to be sure you have what you need.

Company Description

Tithely is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race (including hairstyles), color, alienage or national origin, ancestry, citizenship status, sex, gender, gender identity, pregnancy, childbirth or related medical condition, religious creed, physical disability or handicap, mental disability or handicap, age, medical condition (cancer), marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by federal, state or local law.