Job Description

Posted 1 week ago

Engagemement Manager

Location: UK (Hybrid / Flexible)

Salary: Up to £90,000 base + bonus

Industry: SaaS | Business Applications

We’re looking for an experienced Engagement Manager to lead customer relationships and delivery across a portfolio of mid-market clients. This is a highly visible, customer-facing role where you’ll own engagements end-to-end – from onboarding and implementation through adoption, value realisation, and long-term success.

You’ll act as a trusted advisor to customers, working closely with internal delivery, product, and commercial teams to ensure customers achieve measurable business outcomes from a modern SaaS platform.

What You’ll Be Doing

Customer Engagement & Delivery

Lead customer engagements from kickoff to go-live and beyond.

Own delivery plans, timelines, risks, and stakeholder communication.

Coordinate cross-functional teams to deliver projects on time and within scope.

Customer Success & Value Realisation

Partner with customers to define success metrics, KPIs, and ROI.

Drive adoption through structured success plans, workshops, and business reviews.

Ensure customers are continuously aligned with best practices as their needs evolve.

Relationship Management

Serve as the primary point of contact for assigned customer accounts.

Build trusted relationships with senior stakeholders and executive sponsors.

Act as the voice of the customer internally, influencing priorities and improvements.

Risk & Issue Management

Proactively identify risks to delivery or adoption.

Manage escalations calmly and effectively to maintain customer confidence.

Growth & Collaboration

Work closely with sales and account teams to identify expansion opportunities rooted in customer success.

Contribute to the evolution of delivery frameworks, methodologies, and playbooks.

What We’re Looking For

Experience

5+ years in customer-facing roles such as Engagement Management, Customer Success, Professional Services, or Consulting.

Strong background in SaaS, CRM, or enterprise software environments.

Proven experience managing complex, multi-stakeholder engagements.

Skills & Attributes

Excellent communication and stakeholder management skills.

Confident leading workshops, meetings, and executive discussions.

Highly organised, commercially aware, and outcomes-driven.

Comfortable balancing multiple engagements in a fast-moving environment.

Nice to Have

Experience delivering CRM or digital transformation projects.

Familiarity with cloud-based platforms and data-driven success metrics.

What Success Looks Like

Customers achieving agreed outcomes on time and to plan.

Strong adoption and utilisation across deployed solutions.

High customer satisfaction and long-term retention.

Trusted-advisor relationships with key stakeholders.

Why Join?

Work with a modern SaaS platform used by mid-market organisations.

High-impact role with real ownership and autonomy.

Collaborative, customer-centric culture.

Flexible working and a strong focus on outcomes over bureaucracy