Senior Manager - Client Engagement

Job description

Join our dynamic Customer Engagement team as a Senior Manager, Client Engagement, where you'll drive measurable business outcomes, accelerate client adoption of GRAVTY® , and strengthen strategic relationships across our Global Key Accounts. ! Loyalty Juggernaut (LJI) is a leading B2B SaaS company redefining how enterprises drive customer engagement and loyalty. Our flagship platform, GRAVTY®, enables global brands to transform loyalty programs into measurable, revenue-generating growth engines. Built as an AI-first, next-generation solution, GRAVTY® empowers organizations to deliver highly personalized, real-time experiences at scale—helping them increase customer lifetime value and deepen brand relationships. Headquartered in Palo Alto, California, LJI partners with leading enterprises across 16 major industries including airlines, retail, hospitality, financial services and telecommunications powering some of the most innovative loyalty ecosystems worldwide. Our Global Impact: 400+ Million members connected through our platform. 100+ Global Brands trust us to drive loyalty and brand devotion. 3-Time Winner of “Best Technology Innovation in Loyalty”. Global recognitions for Excellence in Loyalty Management under numerous categories. Recognized as a ‘Strong performer’ in The Forrester Wave™ Loyalty Platforms, Q4 2025. Explore more about us at . The OPPORTUNITY As the Senior Manager – Client Engagement, you will take end-to-end ownership of account strategy, client engagement, relationship continuity, value realization, governance, account health, renewals, and expansion for a portfolio of enterprise customers. Acting as a trusted advisor, you will build long-term strategic relationships while ensuring customers achieve measurable business outcomes from the GRAVTY® platform. In this role, you will play a pivotal role in driving Net Revenue Retention (NRR), accelerating AI adoption, and maximizing Client Lifetime Value (CLTV) . You will ensure that enterprise customers realize the full value of GRAVTY®, proactively identify opportunities for growth and innovation, and partner closely with cross-functional teams to deliver exceptional customer experiences and sustained business success. What will you DO: Client Leadership & Strategic Ownership Own and manage engagement for global strategic and key accounts, ensuring program success and maximizing GRAVTY® adoption Act as a trusted advisor to senior client stakeholders, aligning their business objectives with GRAVTY®’s capabilities. Develop and execute strategic account plans, ensuring alignment with LJI’s Client Engagement OKRs Drive governance, executive alignment, and client advocacy, ensuring long-term partnerships Governance & Execution Excellence Oversee governance models to ensure all client requests, program roadmaps, and deliverables remain on track. Work cross-functionally with Client Delivery, Product, and Sales/Presales to ensure seamless execution. Monitor client engagement outcomes across the portfolio i.e. product adoption, retention (GRR/NRR), expansion ARR, CSAT, and customer advocacy. Drive engagement discipline through account hygiene, account health trends, renewal risk signals, expansion pipeline coverage, QBR and executive connect cadence etc. Account Ownership and Orchestration Act as the voice of the client inside Loyalty Juggernaut Translate client priorities into internal actions and e nsure executive discussions become tracked execution Support adoption readiness, success validation, feedback capture, and transition to steady-state Maintain stakeholder alignment, communication, risk visibility, and the value narrative Own Partnership plan, Recurrence cadence, Health Baseline, QBRs, Executive connects, Adoption analysis, Renewal readiness, Expansion signals, and Account strategy Innovation & Transformation Drive AI and product expansion, positioning GRAVTY® as an essential platform for client success. Identify and address gaps in client engagement strategies, ensuring a proactive approach to risk and opportunity. Influence the product roadmap based on client insights and market trends. You will be a GREAT FIT if you have: Experience & Expertise 8+ years in Client Engagement, Account Management, or Client Services, ideally within CRM, loyalty, SaaS AI or technology-driven industries A strong track record of managing enterprise accounts, driving growth, and achieving measurable success. Strategic & Commercial Acumen Proven ability to align client needs with commercial objectives, driving NRR, CLTV growth, and AI adoption. Experience managing C-level and senior stakeholders, with strong influencing skills. Operational & Governance Mastery Experience or familiarity with project management methodologies such as Agile, SAFe, and SCRUM. Ability to manage competing priorities, ensuring focus on strategic objectives. Communication & Relationship Building A confident and articulate communicator who can build trust and credibility with both mid-level and senior stakeholders within client organizations. Strong ability to manage complex client relationships, ensuring alignment between LJI’s solutions and client business objectives. Adept at navigating cross-functional discussions, collaborating with internal teams such as Client Delivery, Product, and Engineering to ensure seamless execution. Proactive in identifying potential risks or concerns, ensuring that issues are addressed before they escalate. Skilled at delivering clear, structured client communications, whether through formal presentations, business reviews, or day-to-day account management. Self-Starter & Problem Solver A highly motivated, independent thinker who takes initiative and ownership of client engagements without needing constant direction. Comfortable working in a fast-moving, high-growth SaaS environment, balancing multiple priorities while maintaining strategic focus. Ability to assess challenges critically, offering practical, data-driven solutions that drive results for both the client and LJI. Proactively seeks out efficiencies and process improvements, ensuring that account management remains structured and effective. Resilient in managing client demands, internal challenges, and operational hurdles, ensuring that momentum is sustained across all client interactions. Why should you consider US? Work with top-tier global brands, shaping their loyalty strategies and driving industry innovation. Lead high-impact client engagements in a fast-scaling, empowered work environment. Collaborate with world-class teams on cutting-edge AI and loyalty solutions. Make a real impact—this is not just account management; this is strategic leadership.