Customer Engagement Manager

Job description

**What We Do** At GoGuardian, we’re helping build a future where all learners are ready and inspired to solve the world’s greatest challenges. Our award-winning system of learning solutions is purpose-built for K-12 and trusted by school leaders to promote effective teaching and equitable engagement while helping empower educators to keep students safe. **What It’s Like to Work at GoGuardian** We are an outcomes-focused learning company with a steadfast focus on improving learning environments, one classroom at a time. Working with us means joining a remote team of diverse, committed, mission-driven employees who are inspired by our vision, dedicated to our customers, and ready to roll up their sleeves. Guardians put their heads together to solve problems, learn together from experiments that fail, and stand together by their work with full accountability. We balance our diligence with an inclusive culture that invites everyone to bring their whole self to work. Join us and learn why “I love the people here” is one of the most frequent comments we hear from Guardians. **The Role** 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. **Who You Are** - 3 to 5 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. **What We Offer** - 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… *Plus the intangible:* - A varied and challenging role in an innovative, global company. - Supportive, driven colleagues who have your back and share your passion. Please share this with your friends or co-workers who may be interested in working at GoGuardian! We have multiple openings and are always looking for talented people. GoGuardian is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. GoGuardian does not discriminate against employees, applicants, interns or volunteers on the basis of race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, pregnancy, marital status, sex, age, sexual orientation, military and veteran status, registered domestic partner status, genetic information, gender, gender identity, gender expression, or any other characteristic protected by applicable law. GoGuardian's Job Applicant Privacy Policy is located [**here**](https://www.goguardian.com/policies/job-applicant-privacy-notice). #BI-Remote