[Hiring] Customer Engagement Project Manager @Lighthouse

Role Description

As a Customer Engagement Project Manager , you’ll own and drive customer engagement initiatives that improve how Lighthouse supports non-managed accounts across the customer lifecycle. This is a highly cross-functional role that blends project management , customer operations , and campaign execution . You’ll work behind the scenes to design, launch, and optimize programs that help customers onboard successfully, stay engaged, and see value from Lighthouse.

What makes this role different is the scope and visibility. You won’t be managing a traditional book of business or working as a direct account owner. Instead, you’ll shape the systems, playbooks, and campaigns that influence customer outcomes at scale. From lifecycle communications to churn-risk initiatives and onboarding improvements, your work will directly affect retention, efficiency, and the way Lighthouse engages customers without one-to-one interaction.

What you will do

• Lead customer engagement projects end to end.
• Plan, coordinate, and execute internal initiatives that improve how we engage customers across onboarding, risk prevention, and lifecycle touchpoints.
• Build and run targeted campaigns using customer engagement platforms such as Gainsight.
• Improve retention and proactive engagement by identifying opportunities to reach at-risk customers.
• Measure campaign performance, evaluate outcomes, and turn data into clear insights for stakeholders.
• Support scalable onboarding experiences by partnering with teams to improve digital onboarding flows.
• Use AI and tooling to increase efficiency across campaign workflows and project execution.

Qualifications

• Experience in a customer engagement, customer operations, customer success operations, or project management role.
• Hands-on experience with Gainsight or a similar customer engagement platform is strongly preferred.
• Strong project management skills with the ability to coordinate multiple stakeholders and manage timelines.
• Ability to design, execute, and assess campaigns with a focus on measurable outcomes.
• Comfort working with data, reporting, and performance storytelling.
• Confidence using AI tools to improve workflows and solve problems.
• A self-starter mindset with the autonomy to identify opportunities and build momentum.
• Strong communication skills and the ability to work across teams.
• Experience with playbooks, lifecycle programs, onboarding journeys, or churn-reduction initiatives is a plus.

Requirements

• Experience in a relevant role with clear ownership of programs and campaigns.
• Familiarity with customer communication platforms like Intercom is valuable.

Benefits

• Flexible working environment: Work from home or at one of our global offices.
• Flexible time off: Autonomy to manage your work-life balance.
• Alan Healthy benefits: 160€/month for food or nursery.
• Payflow App: Access your earned salary in advance at no cost to you.
• Flexible retribution: Optional benefits through tax-free payroll deductions.
• Wellbeing support: Subsidized up to 80% ClassPass subscription.
• Comprehensive health insurance: 100% Alan coverage for you, your spouse, and dependents.
• Collaborative team: High-bar, friendly, creative, and passionate colleagues.
• Career development: Workshops, frameworks, tools, training, and processes to realize your full potential.
• Impactful work: Shape products relied on by 85,000+ users worldwide.
• Competitive compensation: Proactively maintained to value your work.
• Referral bonuses: Earn rewards for bringing in new talent.