Customer Success Manager

Customer Engagement Manager (Lighthouse Program)

Hybrid in San Francisco

This position offers comprehensive benefits and paid holidays.

This role sits within a customer-obsessed program focused on partnering directly with customers to shape product direction, remove friction, and drive meaningful, measurable outcomes. Customers act as strategic partners, providing real-world insights that influence product strategy, improve experiences, and help scale impact across the ecosystem.

We are seeking a strategic, relationship-driven Customer Engagement Manager to lead and grow relationships with key program participants. In this role, you will serve as a trusted advisor externally and a strong internal advocate, ensuring customers are fully realizing value while also shaping product and experience direction through their feedback and insights.

This is a fast-moving, highly matrixed environment that requires comfort with ambiguity, strong ownership, and the ability to operate without a rigid playbook.

• Build and maintain strong relationships with key customers, serving as their primary point of contact
• Drive customer success through tailored engagement strategies aligned to business objectives
• Act as the voice of the customer internally to influence product, experience, and process improvements
• Support cross-functional initiatives and special projects in a dynamic environment
• Partner across teams to remove friction and improve the overall customer experience

• Background in customer success, strategic account management, or customer engagement
• Strong relationship-building and communication skills
• Experience working in complex, cross-functional environments
• Comfortable navigating ambiguity and shifting priorities
• Ability to drive outcomes independently and strategically