Engagement Manager

1 month ago
Full-time
Mid Level
Customer and Technical Support
PeopleGrove

PeopleGrove

PeopleGrove provides a comprehensive Career Access Platform that facilitates mentorship, networking, and job connections for prospective students, enrolled students, and alumni in higher education, ensuring equitable access to career opportunities for ...

Diversified Consumer Services
51-250
Founded 2015

Description

  • Build and implement a scalable engagement strategy to increase user adoption across a portfolio of clients.
  • Host meetings, office hours, and one-on-one check-ins to coach clients on product usage and best practices.
  • Provide proactive engagement recommendations based on client usage patterns and goals.
  • Monitor product usage and identify opportunities to deepen adoption or address disengagement.
  • Build and execute get-well plans for accounts showing signs of risk or disengagement.
  • Maintain deep knowledge of the PeopleGrove platform, including new features as they release.
  • Translate platform capabilities into tactical recommendations tied to client goals.
  • Build trusted relationships with client administrators and institutional champions.
  • Track adoption and engagement metrics and report account status and trends to the Client Strategist.
  • Serve as the client voice internally and collaborate with Support, Customer Success Leadership, and the Client Strategist on account strategy and education efforts.

Requirements

  • 3+ years of experience in higher education, nonprofit, or SaaS customer success.
  • Familiarity with the PeopleGrove platform, ideally as an admin user, is preferred.
  • Comfort discussing platform strategy and technical detail with the same client.
  • Strong written and verbal communication skills.
  • Ability to manage a portfolio of clients and competing deadlines.
  • Critical thinking and a customer-first approach.
  • Proficiency in Microsoft Office and Salesforce, ChurnZero, or similar CRM tools.
  • Bachelor's degree or equivalent experience.
  • Self-starter mindset with a desire to become a platform super-user.
  • Approximately 15% travel required.

Benefits

  • Competitive salary plus annual bonus.
  • Flexible PTO and hybrid/remote work options.
  • Full medical, dental, and vision coverage.
  • 401(k) with generous company match plus financial planning support.
  • Company-paid life and disability insurance.
  • Collaborative and purpose-driven culture.

Interested in this position?

Apply directly on the company website

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