Engagement Manager

Location: UK (Hybrid / Flexible)

Salary: Up to £90,000 base + bonus

Industry: SaaS | Business Applications

We’re looking for an experienced Engagement Manager to lead customer relationships and delivery across a portfolio of mid-market clients. This is a highly visible, customer-facing role where you’ll own engagements end-to-end - from onboarding and implementation through adoption, value realisation, and long-term success.

You’ll act as a trusted advisor to customers, working closely with internal delivery, product, and commercial teams to ensure customers achieve measurable business outcomes from a modern SaaS platform.

Customer Engagement & Delivery

• Lead customer engagements from kickoff to go-live and beyond.

• Own delivery plans, timelines, risks, and stakeholder communication.

• Coordinate cross-functional teams to deliver projects on time and within scope.

Customer Success & Value Realisation

• Partner with customers to define success metrics, KPIs, and ROI.

• Drive adoption through structured success plans, workshops, and business reviews.

• Ensure customers are continuously aligned with best practices as their needs evolve.

Relationship Management

• Serve as the primary point of contact for assigned customer accounts.

• Build trusted relationships with senior stakeholders and executive sponsors.

• Act as the voice of the customer internally, influencing priorities and improvements.

Risk & Issue Management

• Proactively identify risks to delivery or adoption.

• Manage escalations calmly and effectively to maintain customer confidence.

Growth & Collaboration

• Work closely with sales and account teams to identify expansion opportunities rooted in customer success.

• Contribute to the evolution of delivery frameworks, methodologies, and playbooks.

Experience

• 5+ years in customer-facing roles such as Engagement Management, Customer Success, Professional Services, or Consulting.

• Strong background in SaaS, CRM, or enterprise software environments.

• Proven experience managing complex, multi-stakeholder engagements.

Skills & Attributes

• Excellent communication and stakeholder management skills.

• Confident leading workshops, meetings, and executive discussions.

• Highly organised, commercially aware, and outcomes-driven.

• Comfortable balancing multiple engagements in a fast-moving environment.

Nice to Have

• Experience delivering CRM or digital transformation projects.

• Familiarity with cloud-based platforms and data-driven success metrics.

• Customers achieving agreed outcomes on time and to plan.

• Strong adoption and utilisation across deployed solutions.

• High customer satisfaction and long-term retention.

• Trusted-advisor relationships with key stakeholders.

• Work with a modern SaaS platform used by mid-market organisations.

• High-impact role with real ownership and autonomy.

• Collaborative, customer-centric culture.

• Flexible working and a strong focus on outcomes over bureaucracy.