Customer Engagement Manager (US)

Job Responsibilities

• Own adoption outcomes by expanding solution usage across studies, modules, and user groups, ensuring customers realize value at scale.
• Conduct and lead operational reviews with client teams to surface friction points, track progress against engagement KPIs, and drive continuous improvement in usage and satisfaction.
• Monitor and analyze customer health signals (utilization, feature adoption, NPS, CSAT, retention risk) to detect early issues and take proactive action - initiating mitigation plans directly with stakeholders to ensure sustained customer value realization.
• Own adoption and lifecycle engagement activities post-implementation - including adoption reviews, enablement, and ongoing collaboration while supporting the Account Manager and aligning with the strategic account plans.
• Facilitate training, enablement, and best practice sharing to help clients maximize the value of CluePoints products.
• Lead operational governance and reviews with client teams, supporting Account Managers in executive-level governance forum preparation.

Job Benefits

• Comprehensive Health Plans (HDHP, PPO, HMO) via TriNet, with CluePoints covering 90% of employee and 70% of dependent premiums.
• Health Savings Account (HSA) contributions ($25 employee / $50 family per month).
• Flexible Spending Accounts (FSA) and Pre-Tax Commuter Benefits.
• Life, AD&D, and Disability Insurance (100% employer-paid).
• 401(k) with up to 4.5% employer match via T. Rowe Price.
• Access to voluntary benefits (MetLife & Aflac), including Critical Illness, Accident, Legal, and Identity Theft protection.