Engagement Manager

Summary

PeopleGrove provides software solutions for student and alumni lifecycle engagement, experiential education, and career readiness. The Engagement Manager partners with campus administrators to execute account strategies, drive platform adoption, provide product guidance, monitor client health, and build trusted client relationships across a portfolio of institutions.

Responsibilities

• Build and implement a scalable engagement strategy that fosters user adoption and engagement for your portfolio of clients
• Host meetings and office hours for your portfolio of clients to inform and coach on product usage and best practices aligned with strategy set with the client strategist
• Provide engagement suggestions to clients based on their usage patterns and goals
• Monitor product usage and proactively flag opportunities to expand or deepen adoption
• Run one-on-one meetings to review progress toward goals and surface new needs for key accounts
• Build and execute get-well plans for accounts showing signs of disengagement
• Learn and maintain deep knowledge of the PeopleGrove platforms, including new features as they release
• Translate platform capabilities into tactical recommendations tied to individual client goals
• Educate client administrators on the features and functionality relevant to their use case
• Build trusted relationships with the day-to-day client administrators and champions at each institution
• Understand each client's goals well enough to tie platform usage back to their institutional priorities
• Track adoption and engagement metrics across your portfolio
• Identify and recruit referenceable clients for webinars, testimonials and more
• Use platform usage data to identify risk early and adjust outreach accordingly
• Report account status and trends to your Client Strategist
• Serve as the voice of the client admin inside PeopleGrove, sharing feedback with Support and CS Leadership
• Partner with your Client Strategist to execute each account's annual strategy
• Participate in customer education efforts such as webinars, workshops, and the PeopleGrove Admin Community

Skills

• 3+ years of experience in higher education, nonprofit, or SaaS customer success
• Comfortable discussing platform strategy and diving into technical detail, all with the same client
• Self-starter who strives to become a platform super-user
• Strong written and verbal communication skills
• Organized, able to manage a portfolio of clients and competing deadlines
• Critical thinker with a customer-first approach
• Proficient in Microsoft Office, Salesforce, ChurnZero, or similar CRM tools
• Bachelor's degree or equivalent experience
• This position requires approximately 15% travel
• Familiarity with the PeopleGrove platform, ideally as an admin user, is a plus

Qualifications

Must Haves

• 3+ years of experience in higher education, nonprofit, or SaaS customer success
• Comfortable discussing platform strategy and diving into technical detail, all with the same client
• Self-starter who strives to become a platform super-user
• Strong written and verbal communication skills
• Organized, able to manage a portfolio of clients and competing deadlines
• Critical thinker with a customer-first approach
• Proficient in Microsoft Office, Salesforce, ChurnZero, or similar CRM tools
• Bachelor's degree or equivalent experience
• This position requires approximately 15% travel

Nice to Haves

• Familiarity with the PeopleGrove platform, ideally as an admin user, is a plus

Benefits

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