Engagement Manager

Symphony Industrial AI, Inc.; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

SymphonyAI is seeking a Client Engagement Manager to drive customer success, adoption, and value realization across the full lifecycle. You will orchestrate success and services activities to ensure desired outcomes from our products and services, partnering with Sales, Pre-Sales and Product.

You will oversee a portfolio of client engagements, ensuring revenue and profitability targets are met while collaborating with senior stakeholders to support growth and renewal strategies.

Qualifications

• Deep customer success mindset with TSIA LAER or similar lifecycle experience.
• Experience with data, analytics, and AI solutions from discovery to production.

Responsibilities

• Demonstrate customer success leadership and drive adoption, value, health, advocacy and renewals.
• Lead the Engagement Lead for the assigned portfolio with revenue delivery margins, adoption targets, expansion pipeline and renewal support.
• Own a portfolio of customer engagements focused on measurable outcomes rather than just scope and tasks.
• Coordinate cross-functional teams to design and implement value-driven solutions and adoption programs.
• Define and manage customer success plans, enablement paths and services offerings; monitor health and intervene to remove blockers.
• Support renewal by ensuring outcomes are achieved and value is demonstrated with evidence and success stories.

Skills

Customer success mindset

Data & AI domain knowledge

Senior client-facing experience

Stakeholder management

Program/project management

Leadership & governance

Estimate & scoping

Strong communication

SaaS & Agile delivery

Education

Bachelor’s degree in business/technology or related field

Tools

Agile delivery

Job description

Introduction

Job Title:
Client Engagement Manager

Overview:
SymphonyAI is a leading global enterprise AI SaaS company transforming industries through proven, predictive and generative AI solutions. We partner with leading global organizations, consultancies and global system integrators (GSIs) to accelerate innovation and go-to-market velocity at scale.

Serving Fortune 500 companies across Retail/CPG, Financial Services, Manufacturing, Media, and IT/Enterprise Service Management, we deliver measurable business outcomes through cutting-edge technology and deep domain expertise. Join our global team of innovators and help shape the future of AI-powered enterprise solutions in a collaborative, high-growth environment where your work creates real-world impact.

The Opportunity

The Engagement Manager assures customer success by driving adoption, value realisation and renewal across the full customer lifecycle. This role orchestrates both success and services activities to ensure our customers achieve their desired business outcomes from our products and services, from initial engagement through ongoing value and growth.

As a customer success centric engagement manager, you will balance customer success goals (adoption, value, health, advocacy) with project delivery excellence and commercial performance. We are looking for professionals with at least 10 years of related experience in customer success, consulting, and project/program management, with formal Project Management accreditation.

This is a customer facing role working with senior customer stakeholders, and internal peers and subject matter experts. You will be overseeing a portfolio of client engagements, ensuring revenue and profitability targets are achieved. You will also partner closely with Sales, Pre-Sales and Product colleagues to support business development and growth targets. This role will report to the Head of Professional Services for the Americas.

Responsibilities

• Demonstrate a passion forcustomersuccess and lead by example by putting customer outcomes at the centre of every engagement, in alignment with the TSIA LAER model (Land, Adopt, Expand, Renew).


• Perform as the Engagement Lead for the assigned portfolio with accountability for services bookings and revenue delivery margins, adoption targets, expansion pipeline, and renewal support.


• Own a portfolio of customer engagements as vehicles for adoption and value realisation, ensuring they are structured around measurable outcomes rather than only scope and tasks.


• Lead cross functional project teams to design and implement solutions, success plans, and adoption programs that drive time to value and sustainable usage.


• Drive the adopt phase by defining and managing customer success plans, enablement paths, proposing services offerings and solutions along with usage milestones; monitor customer health and intervene proactively to remove blockers to value.


• Support the Renew phase by ensuring customers achieve agreed upon business outcomes, can clearly articulate the value received, and are prepared with data and success stories that justify renewal and potential growth.


• Own or heavily influence key customer success KPIs for your portfolio (i.e. adoption metrics, health scores, time-to-value, NPS/CSAT, expansion and renewal rates) and use them to steer engagement strategy.


• Identify opportunities for process improvements and revenue growth through repeatable, outcome-oriented service offerings, playbooks, and LAER aligned engagement patterns.


• Ensure projects and engagements are delivered on time, within scope and budget, while also meeting agreed success metrics and value hypotheses.


• Collaborate with Sales early in the lifecycle to understand the customer’s business, success definition, and value drivers, ensuring our delivery and success activities exceed expectations and develop long-term advocates.


• Consult with clients to understand and refine desired outcomes, engagement scope, requirements, time, cost, and benefits; own estimating, scoping, and development of outcome based statements of work.


• Drive resolution of delivery challenges, including resource contentions, scoping issues, change management and user adoption risks, while managing expectations and preserving trust.


• Develop strong, long-term client relationships that result in high satisfaction, advocacy, and the creation of reference customers and case studies tied to measurable value.


• Monitor and manage project and services budgets to ensure profitability goals are met while still delivering the promised outcomes and value.


• Implement cost-effective, scalable approaches (standard offerings, playbooks, templates) that improve both customer experience and financial outcomes across the LAER lifecycle.

Required Skills & Qualifications

• Deep customer success mindset with experience working across the TSIA LAER or similar lifecycle model, driving adoption, value, expansion and renewal.


• Data and AI domain knowledge and experience working with customers to realise business value from data, analytics, and AI solutions through to production implementations.


• Proven experience in senior customer facing roles that require a mix of influencing, validating, negotiating, executive communication, and disciplined execution.


• Strong track record of identifying customer needs and success criteria, translating them into success plans and services engagements, and demonstrating tangible business outcomes.


• Demonstrated leadership in enforcing good project and customer success governance, including success planning, QBRs/EBRs, risk management, and continuous improvement.


• Strong service delivery and project management skills with the ability to synthesise desired customer outcomes into structured, phased programs that deliver against those outcomes.


• Proven experience in estimating effort and scope for services, particularly for outcome based, fixed scope, or value aligned offerings.


• Strong leadership skills taking a “lead–by-example\" approach including direct management of projects or engagements when needed.


• Outstanding communication and relationship skills, including the ability to challenge and advise senior stakeholders while maintaining strong partnership.


• Experience with modern SaaS platforms, data/AI technologies and Agile delivery methodology, including iterative delivery that creates frequent value checkpoints.


• Bachelor’s degree in business, technology, or a related field; Agile and project management certifications are a plus.


• Proven record of delivering successful SaaS and on-premise projects that led to high adoption, measurable business value, expansions, and strong renewal outcomes.

Diversity & Inclusion Statement

We are committed to building a diverse and inclusive team and encourage candidates from all backgrounds to apply.

About Us

SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth industries, including retail, consumer packaged goods, financial crime prevention, manufacturing, media, and IT service management. Since its founding in 2017, SymphonyAI today serves 1500+ Enterprise customers globally and has grown to 3,000 talented leaders, data scientists, and other professionals across over 30 countries.