Customer Engagement Manager

About The Role

We are looking for an Engagement Manager who will own and drive the successful delivery of our most complex enterprise implementations from kickoff through go-live and handoff to Customer Success. You are the strategic quarterback for high-stakes, multi-stakeholder projects where technical complexity meets organizational change management.

You will serve as the primary relationship owner for enterprise customers throughout their implementation journey, commanding respect in executive conversations while rolling up your sleeves to architect solutions, unblock technical issues, and guide implementation teams. You are technical enough to challenge solution designs and give direction to engineering teams, strategic enough to navigate C-level politics and assertively manage stakeholder expectations, and operationally disciplined enough to deliver on-time, on-budget implementations.

This role sits at the intersection of technical expertise, delivery excellence, and executive advisory. You own outcomes, not just activities. When a $500K implementation is at risk, you're the person who jumps in, diagnoses what's broken, realigns stakeholders, and gets the project back on track—whether that means helping team redesign the integration architecture, facilitating a difficult conversation with a frustrated CTO, or getting a prototype built to prove feasibility.

If you have led complex enterprise implementations in high-growth SaaS environments, thrive in ambiguity, can earn trust with both engineers and executives, and believe that exceptional delivery is the foundation of customer success, this role is for you.

• Own end-to-end delivery of complex enterprise implementations ($200K–$1M+ ACV) from sales handoff through successful go-live and CSM transition
• Serve as primary relationship owner and strategic advisor for 3–5 concurrent enterprise accounts, ensuring customer success and contract value realization
• Lead project planning, scope management, risk mitigation, and change management for multi-phase, multi-stakeholder rollouts
• Drive project governance: weekly status reviews, executive steering committees, escalation management, and lessons learned
• Manage project economics: ensure delivery profitability, track budget burn, forecast overruns, and negotiate scope changes when needed
• Define success criteria with customers upfront and measure progress against business outcomes, not just task completion

• Build and maintain C-level and VP-level relationships with customer executives throughout the implementation lifecycle
• Conduct Executive Business Reviews (EBRs) and Steering Committee meetings, showcasing value delivered and aligning on next phases
• Serve as escalation point for at-risk projects: diagnose root cause, develop recovery plans, and facilitate difficult stakeholder conversations
• Navigate organizational politics, competing priorities, and stakeholder misalignment to drive consensus and forward progress
• Act as trusted advisor on change management, adoption strategy, and organizational readiness—not just technical implementation
• Translate business objectives into implementation strategies and communicate technical constraints in business language executives understand

• Lead or co-lead design workshops with customer technical teams to architect end-to-end solutions: integration flows, data migration strategies, workflow design
• Design integrations between Rocketlane and enterprise systems (Net Suite, Salesforce, Workday, SAP, HRMS, CRMs, data warehouses)
• Evaluate integration approaches and make build-vs-buy recommendations: native connectors, iPaaS platforms (Workato, Boomi), custom API development
• Review and validate solution designs created by Solution Architects; push back when designs are technically risky, over-engineered, or misaligned with customer needs
• Provide technical direction to implementation teams and partner engineering resources; unblock technical issues that arise during build phase
• Understand REST APIs, webhooks,…