Engagement Manager

Vocative Consulting; Old Warren; Hybrid; GBP 76,000 - 90,000; Full time

Job summary

A leading SaaS company in the UK seeks a Customer Engagement Manager to drive customer relationships and ensure successful project delivery. The ideal candidate will have over 5 years of experience in customer-facing roles, particularly in SaaS or CRM environments. Responsibilities include leading engagements from kickoff to completion, managing risks, and ensuring significant adoption of services. This role offers a high degree of ownership and the opportunity to shape customer success outcomes in a rewarding and positive work environment.

Benefits

Flexible working

Collaborative culture

Ownership and autonomy in role

Qualifications

• 5+ years in customer-facing roles such as Engagement Management or Customer Success.
• Strong background in SaaS or CRM environments.
• Proven experience managing complex, multi-stakeholder engagements.

Responsibilities

• Lead customer engagements from kickoff to go-live.
• Own delivery plans, timelines, and stakeholder communication.
• Partner with customers to define success metrics and KPIs.

Skills

Excellent communication and stakeholder management skills

Confident leading workshops and executive discussions

Highly organised and outcomes-driven

Comfortable balancing multiple engagements

Job description

Customer Engagemement 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.

What We’re Looking For

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.

What Success Looks Like

• 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.

Why Join?

• 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.