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Client Services, Engagement Manager

Medallia
Toronto, CAN
Full-time
Onsite
$94,000 to $133,000.
Discovered 3 weeks ago
Client successManagement consultingAccount managementSaaSCross-functional team leadershipEnterprise project delivery

Full Job Posting

About the role

The Engagement Manager is the strategic lead for enterprise customer relationships and is accountable for delivery, account health, satisfaction, and long-term value realization.

The role partners with Account Executives, who manage commercial contracts and renewal negotiations, and coordinates Consultants delivering Experience Management programs.

Medallia Experience Cloud is the company's Experience Management platform.

Program management and client partnership

  • Lead the internal account team to deliver high-quality programs aligned with client objectives and a strategic roadmap.
  • Create a vision and strategic roadmap for client Experience Management programs based on business objectives.
  • Manage relationships with client stakeholders across levels and functions.
  • Develop project plans and coordinate tasks and delivery across internal teams.
  • Monitor account health, platform adoption, and user sentiment; use platform tools and features to address client needs.
  • Advise clients on turning customer and employee insights into operational changes.
  • Advocate for clients and partner with Product and Engineering to share feedback and influence the roadmap.
  • Serve as the primary post-sales strategic lead and understand clients' evolving business needs.
  • Create and deliver Executive Business Reviews showing ROI, adoption, and program impact.
  • Partner with Account Executives on account health information and success stories that support renewals and expansion.

Minimum qualifications

  • At least three years in high-touch Client Success, Management Consulting, or Account Management in the SaaS industry.
  • Experience leading cross-functional teams on complex, multi-phase enterprise projects.
  • Proven track record of owning account renewals and driving business growth.

Preferred qualifications

  • Strategic advisory focus on why products are developed rather than technical code implementation.
  • Ability to influence and lead technical teams without direct reporting authority.
  • Proactive problem solving, including treating customer NPS changes as problems to investigate.
  • Ability to explain complex technical concepts as business value to non-technical stakeholders.
  • Experience in Retail, Software, Hospitality, Financial Services, B2B, and/or Automotive.
  • Advanced degree and/or PMP certification preferred.

Compensation

  • Annual base salary range is CAD $94,000 to $133,000.
  • The position is commission eligible; compensation decisions consider role scope, experience, location, education, skills, and market factors.

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