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GoGuardian is seeking a Customer Engagement Manager to identify and address customer engagement, adoption, and churn risks across their Curriculum and Instruction products. This is a data-driven, customer-facing role that bridges customers and internal teams responsible for product improvement.
In this position, you'll spend approximately 40% of your time on customer engagement and risk management—partnering with Customer Success to identify strategic and at-risk customers, maintaining a data-informed view of engagement and churn risk, providing support to at-risk customers, and participating in customer meetings to understand goals and challenges.
Approximately 20% of your time will focus on analytics and customer investigation. You'll examine dashboards and customer/product usage data to identify declining engagement or adoption risks, deep dive into individual customer behavior patterns to understand root causes, develop actionable findings and recommendations, track the impact of actions taken, and maintain a reliable list of customers requiring attention.
Another 20% involves product partnership and customer advocacy. You'll bring customer findings and product opportunities to Product Managers in clear, actionable ways, partner with Product Management to investigate problems and validate solutions, capture and synthesize customer feedback and enhancement requests, work with Solutions Engineering and Engineering on technical issues, and validate new features with customers.
The remaining 20% covers cross-functional support. You'll work closely with Sales, Customer Success, Solutions Engineering, Product, and Engineering to address customer questions and issues, troubleshoot product and data issues, support customer data onboarding and integrations, communicate findings clearly to both technical and non-technical stakeholders, and follow issues through to resolution.
The role requires 3+ years of experience in Customer Success, Customer Engagement, Technical Account Management, Solutions Consulting, or similar customer-facing roles. You should be comfortable with data analysis, have strong communication skills, and be able to work with cross-functional teams. This is a remote opportunity for candidates located in India with regular overlap required with U.S. working hours.
