[Hiring] Customer Engagement Manager @GoGuardian

Role Description

We’re looking for a Customer Engagement Manager to help identify and address customer engagement, adoption, and churn risks across GoGuardian’s Curriculum and Instruction products. This is a data-driven, customer-facing role that combines customer investigation, analytics, product knowledge, and cross-functional problem-solving. You’ll use customer and product data to identify strategic and at-risk customers, deep dive into their behavior and engagement patterns to understand the underlying causes, and work with Customer Success, Product, Solutions Engineering, and Engineering to determine and drive appropriate actions. You’ll also work directly with customers and customer-facing teams to understand issues, answer questions, and support customers who require additional attention. This position sits within the Product Team and serves as a bridge between customers and the teams responsible for improving the product experience. This is a remote opportunity for candidates located in India and requires regular overlap with U.S. working hours.

What You'll Do

• Customer Engagement & Risk Management (~40%)
  • Partner with Customer Success to identify and support strategic and at-risk customers.
  • Maintain a data-informed view of customer engagement, adoption, and churn risk.
  • Provide support to identified at-risk customers and help ensure their concerns are addressed.
  • Participate in customer meetings and product discussions to understand customer goals and challenges.
  • Help identify and drive actions that improve customer engagement, adoption, and retention.
• Analytics & Customer Investigation (~20%)
  • Regularly examine dashboards and customer/product usage data to identify customers with declining engagement, adoption risks, or other signals of churn.
  • Deep dive into individual customer behavior and usage patterns to understand why engagement or adoption is changing.
  • Investigate customer history, product usage, and other relevant signals to identify root causes.
  • Develop clear, actionable findings and recommendations based on customer and product data.
  • Track the impact of actions taken and use data to determine whether customer engagement or risk is improving.
  • Build and maintain a reliable, data-informed list of customers requiring attention.
• Product Partnership & Customer Advocacy (~20%)
  • Bring customer findings, recurring issues, and product opportunities to Product Managers in a clear and actionable way.
  • Partner with Product Management to investigate customer problems and validate potential solutions or workflows.
  • Capture and synthesize customer feedback, enhancement requests, and recurring product challenges.
  • Work with Solutions Engineering and Engineering when customer issues require deeper technical investigation or resolution.
  • Validate new features and workflows with customers and share feedback to help improve the product experience.
• Cross-Functional Customer & Product Support (~20%)
  • Work closely with Sales, Customer Success, Solutions Engineering, Product, and Engineering to address customer questions and issues.
  • Help troubleshoot customer-reported product and data issues and coordinate with the appropriate internal teams.
  • Support customer data onboarding, integrations, and account maintenance where applicable.
  • Communicate customer issues and findings clearly to both technical and non-technical stakeholders.
  • Follow issues through to resolution and ensure relevant customer-facing teams are kept informed.

Qualifications

• 3+ years of experience in Customer Success, Customer Engagement, Technical Account Management, Solutions Consulting, or a similar customer-facing SaaS role.
• Experience working directly with U.S.-based customers and confidently leading customer conversations, presentations, and business reviews.
• Experience supporting or retaining strategic or at-risk customers and understanding customer engagement or churn risk.
• Analytical and data-driven, with experience using customer, product, or business data to identify risks, investigate customer behavior, and inform actions.
• Strong investigative and problem-solving skills, with the ability to dig into customer issues, identify root causes, and determine appropriate next steps.
• Familiarity with customer-facing web applications, data integrations, APIs, and common web technologies, with the ability to troubleshoot issues and work effectively with technical teams.
• Ability to work effectively with Sales, Customer Success, Product, Solutions Engineering, and Engineering teams.
• Strong communication, relationship-building, and organizational skills, with the ability to manage multiple customer engagements and priorities.
• Comfortable learning new products, workflows, and technical concepts quickly.
• Proactive and comfortable taking ownership of problems in a fast-paced, changing environment.
• Ability and willingness to regularly work during required U.S. working hours.

Nice to Have

• Experience in K-12 education technology.
• Experience working with enterprise, strategic, or at-risk customer accounts.
• Familiarity with student information systems (SIS), rostering systems, assessment platforms, or education data.
• Experience with SQL, APIs, data integrations, reporting tools, BI platforms, or CRM systems.
• Experience with Google Sheets or Excel, Tableau, Power BI, or similar analytics tools.

Benefits

• Competitive pay, health insurance, accident insurance, life insurance, and a retirement savings plan.
• Paid annual leave, paid holidays, paid parental leave, paid leave for life events, and a paid year-end holiday break.
• A robust catalog of benefits that support your professional growth and personal wellbeing, including work from home funds, wellness checks, and more…
• A varied and challenging role in an innovative, global company.
• Supportive, driven colleagues who have your back and share your passion.