Manager, Customer Engagement
MNTN
At MNTN, we put our people first, full stop. This allows our company culture to be defined by our team members and their shared values, like trust, ambition, quality, radical honesty, and compassionate leadership. It’s why we all really love working for the Hardest Working Software in Television™ (and also why we were named one of Ad Age’s Best Places To Work in 2024.)
We pride ourselves on bringing unrivaled performance and simplicity to Connected TV advertising. Our self-serve technology makes running TV ads as easy as search and social, helping brands drive measurable conversions, revenue, site visits, and more. It’s what led MNTN to being named one of Fast Company's Most Innovative Companies in 2023. You can learn more about us and everything we do by visiting https://mountain.com/.
We’re committed to innovation that empowers, not replaces. At MNTN, AI is a tool for growth, enhancing efficiency while keeping a people-first approach. Our goal is to streamline workflows and drive new solutions—without compromising the human element that makes our company great.
So if wanting to do more, own more, and make a bigger impact comes naturally to you, then you may be the person we're looking for to join us in our next stage of growth.
The Manager of Customer Engagement is a critical leadership role responsible for overseeing a team of Customer Engagement Managers, Senior CEMs, and Team Leads. You will enable your team to deliver customer satisfaction, retention, and adoption by providing coaching, operational oversight, and process consistency across the organization. As Manager, you’ll monitor performance against key goals, surface risks, and ensure issues are resolved quickly while reinforcing practices that drive customer success. You’ll balance people leadership with operational management, helping your team succeed in their customer relationships while providing visibility to the Director of Customer Engagement on overall team health.
What You’ll Do
- Lead, coach, and mentor CEMs, Senior CEMs, and Team Leads to build a high-performing, customer-focused team that thrives on accountability and collaboration.
- Guide resolution of customer escalations, providing senior-level support that strengthens relationships and ensures challenges are addressed quickly and strategically.
- Monitor customer health and team performance, tracking progress against retention, adoption, and revenue goals while identifying risks and opportunities early.
- Partner with the Director to maintain alignment on priorities, providing clear feedback loops that connect day-to-day execution with broader organizational goals.
- Refine and scale team processes, improving efficiency, data hygiene, reporting accuracy, and the overall customer experience.
- Collaborate cross-functionally with Sales, Platform Experience, and Marketing to drive customer outcomes and reinforce the platform’s value.
- Advocate for the voice of the customer, surfacing insights that influence product improvements, marketing initiatives, and operational strategy.
What You’ll Bring
- 6+ years of experience in Customer Success, Engagement, or Account Management, with at least 2+ years in a people leadership role.
- Proven ability to lead and develop high-performing, customer-facing teams.
- Strong execution focus, with experience monitoring team performance against established goals and ensuring consistent delivery of results.
- Skilled at identifying risks and opportunities early, with a proactive, solutions-oriented approach.
- Proficiency with CRM and engagement platforms (Salesforce, Intercom, Gong, etc.), with strong analytical skills for data-driven decision-making.
- Exceptional leadership and communication abilities, with the capacity to influence across functions and inspire team accountability.
- A passion for elevating customer experiences and building a culture of collaboration and success.
MNTN Perks:
- 100% remote within the US
- Flexible vacation policy
- Annual vacation allowance for travel related expenses
- Three-day weekend every month of the year
- Competitive compensation
- 100% healthcare coverage
- 401k plan
- Flexible Spending Account (FSA) for dependent, medical, and dental care
- Access to coaching, therapy, and professional development
About MNTN:
Our recruiters will always reach out using an email address ending with @mountain.com OR @mntn.com. If you’re contacted by someone without that address and they mention a Reference Code (which we never use), then that ain’t us folks. Tell those trolls to take a hike–you’re waiting to climb a MNTN.
MNTN provides advertising software for brands to reach their audience across Connected TV, web, and mobile. MNTN Performance TV has redefined what it means to advertise on television, transforming Connected TV into a direct-response, performance marketing channel. Our web retargeting has been leveraged by thousands of top brands for over a decade, driving billions of dollars in revenue.
Our solutions give advertisers total transparency and complete control over their campaigns all with the fastest go-live in the industry. As a result, thousands of top brands have partnered with MNTN, including Tarte, Decked, and National University.
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