We are seeking an experienced Customer Engagement Manager to join our Customer Success team at careerzynith, focusing on driving retention and adoption across our large base of small and medium-sized business (SMB) customers. This role is perfect for someone who thrives on managing customers at scale, building automated yet personalized engagement, and helping customers succeed independently.
**About careerzynith**
careerzynith is a leading global SaaS company that empowers businesses to succeed in today's fast-paced digital landscape. Our innovative solutions have helped thousands of customers worldwide achieve their goals, and we're committed to delivering exceptional customer experiences. As a Customer Engagement Manager, you'll play a key role in reducing churn, increasing product adoption, and improving customer health through proactive, data-driven outreach and customer education.
**Key Responsibilities**
As a Customer Engagement Manager, you'll be responsible for:
* **Designing and executing scaled engagement programs**: Develop and implement lifecycle emails, webinars, in-app guides, and other automated yet personalized engagement strategies to drive retention and product adoption.
* **Monitoring customer health and product usage**: Analyze customer data to identify at-risk accounts and proactively intervene before churn, ensuring timely renewals and flagging potential risks.
* **Delivering group onboarding sessions and customer webinars**: Create and deliver engaging content to help users get value from our product, improving customer satisfaction and adoption.
* **Collaborating with cross-functional teams**: Partner with Renewals, Product, and Support teams to amplify customer feedback, improve the overall customer experience, and drive business growth.
* **Managing day-to-day interactions with customers**: Utilize tools like ChurnZero, Intercom, HubSpot, Canny, Google Sheets, and Salesforce to manage customer interactions, maintain clean CRM records, and build reports on retention performance and customer behavior.
* **Tracking key KPIs and reporting insights**: Monitor and analyze key metrics, including adoption, customer health, and Net Revenue Retention (NRR), and provide regular insights to inform business decisions.
**Success in This Role Means**
* Increased feature adoption across SMB accounts
* Measurable improvement in customer health scores
* Higher NRR through reduced churn and better renewal readiness
* Scalable, repeatable engagement programs in place
* Proactive risk identification and resolution
**What We’re Looking For**
To succeed in this role, you'll need:
* 2+ years of experience in Customer Success, Customer Marketing, or Account Management, preferably in a SaaS environment managing SMBs
* Proven experience managing a high volume of customer accounts at scale, ideally through tech-touch or one-to-many programs
* Fluency in English and at least one additional language
* Strong written and verbal communication skills, with the ability to create customer-facing content
* Analytical mindset and experience using customer health, usage, or campaign data to drive actions
* Familiarity with customer engagement tools like ChurnZero, Gainsight, HubSpot, Intercom, or similar
* Based in Spain, Portugal, or Brazil with the ability to work in a fully remote, international environment
**Nice to Have**
* Experience delivering live webinars or onboarding sessions
* Knowledge of customer lifecycle marketing or scaled CS best practices
* Background in SaaS platforms used by SMBs
**Why Join Us?**
As a Customer Engagement Manager at careerzynith, you'll have the opportunity to:
* Work in a growing, global SaaS company with a strong focus on customer success
* Collaborate with a diverse, passionate, and remote-first team
* Make a direct impact on retention and customer satisfaction in a key segment
* Grow your career by owning strategic programs that scale success across thousands of customers
* Benefit from our employee stock option program—everyone on the team has a stake in the company’s success
If you're passionate about customer success, have a proven track record of driving engagement and retention, and are looking for a challenging and rewarding role, we'd love to hear from you. Apply now to join our team at careerzynith and help us continue to deliver exceptional customer experiences.