Customer Engagement Manager

March 24

🏈 Alabama – Remote

Although this job is listed in Alabama, this company may be open to hiring remote in other states.

🌵 Arizona – Remote

Although this job is listed in Arizona, this company may be open to hiring remote in other states.

+25 more states

🏈 Alabama – Remote 🌵 Arizona – Remote 🦌 Connecticut – Remote 🐊 Florida – Remote 🌺 Hawaii – Remote 🌽 Illinois – Remote 🐎 Kentucky – Remote ⚜️ Louisiana – Remote 🌾 Nebraska – Remote 🎰 Nevada – Remote 🗻 New Hampshire – Remote 🏖️ New Jersey – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote ☕ Washington – Remote 🧀 Wisconsin – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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RethinkFirst

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RethinkFirst is a company dedicated to transforming behavioral health through clinical expertise, data science, and technology. By leveraging these strengths, RethinkFirst aims to empower its customers and drive improved outcomes, thereby positively impacting the lives of millions worldwide. The company provides solutions for various sectors, including schools and businesses, by supporting students and employees alike with mental health resources and tools. With substantial contributions in education, such as working with eight of the largest school districts and supporting over 3 million students, and in corporate wellness, such as reducing absenteeism for companies like Volvo, RethinkFirst utilizes AI and big data to predict patient progress and enhance clinical outcomes. Its services extend across 225 countries, significantly influencing 11 million lives globally.

51 - 200 employees

⚕️ Healthcare Insurance

🤖 Artificial Intelligence

📚 Education

📋 Description

• We are seeking a highly skilled CS reporting & analytics expert who specializes in designing, implementing, and optimizing NPS and behavior-based campaigns. • The ideal candidate will have in-depth knowledge of Gainsight’s platform, the ability to leverage customer data to create and manage targeted campaigns, and strong data analytics skills to drive decision-making. • This role is key to advancing our customer success strategy by utilizing Gainsight’s powerful tools to drive personalized, data-driven campaigns based on user behavior and interaction. • Lead the creation and management of behavior-based campaigns in Gainsight, focused on customer engagement, retention, and lifecycle management. • Develop strategies to track customer behavior, including product usage, engagement, and health scores, to trigger relevant campaigns and actions. • Utilize Gainsight’s various features (Journeys, Playbooks, Health Scores, NPS, CTAs, etc.) to set up, monitor, and optimize campaigns. • Work closely with the Customer Success, Product, and Marketing teams to ensure Gainsight is integrated with other tools and systems to create a seamless experience for customers. • Leverage data analytics to measure campaign performance, identify trends, and derive actionable insights to enhance customer engagement and outcomes. • Use A/B testing, segmentation strategies, and predictive analytics to improve campaign effectiveness and customer retention. • Continuously monitor KPIs and analytics to optimize campaigns and report on campaign success to stakeholders. • Develop insights into customer health, usage patterns, and behavior to tailor campaigns effectively. • Work cross-functionally with other departments (Sales, Product, and Marketing) to align campaign goals and deliver a consistent message to customers. • Create regular reports for leadership that track the success and impact of behavior-based campaigns. • Communicate key findings and recommendations to stakeholders to ensure campaigns are aligned with broader business objectives.

🎯 Requirements

• Extensive hands-on experience with the Gainsight platform, including Journeys, Playbooks, Health Scores, NPS, and CTAs. • Strong understanding of customer success workflows and how to apply them within the Gainsight platform. • Proven experience in creating, executing, and optimizing behavior-driven campaigns in customer success, marketing, or product management. • Familiarity with data segmentation, predictive analytics, and customer journey mapping. • Strong proficiency in data analytics and the ability to analyze customer data to identify trends, behaviors, and opportunities for campaign optimization. • Experience with data analysis tools (Excel, Tableau, PowerBI etc.) and the ability to create data-driven strategies. • Strong project management skills, with the ability to prioritize and manage multiple campaigns and initiatives simultaneously. • Excellent verbal and written communication skills. • Experience with Salesforce or similar CRM systems. • Basic understanding of SQL and data analysis tools (e.g., Excel, Tableau, PowerBI) is a plus. • Gainsight Certification (or equivalent) is a plus. • Experience in SaaS, technology, or other fast-paced industries. • Previous work in customer success or a related field, with a focus on behavior-based marketing and engagement strategies.

🏖️ Benefits

• Generous health, dental, & vision benefits package • Flexible paid time off • 11 paid company holidays • 401k + matching • Parental leave • Access to our award-winning RethinkCare platform supporting neurodiversity in the workplace through parental success, professional resilience, and personal wellbeing.