Engagement Manager, Customer Success & Account Growth

Predoc; New York (NY); On-site; USD 140,000 - 170,000; Full time

Job summary

Predoc is seeking an Engagement Manager to own the full lifecycle of customer success and account growth with healthcare customers. You’ll coordinate pilots, guide end-to-end implementations, and drive long-term relationships that lead to expansions and higher ROI.

You’ll work with Account Executives to scope pilots, monitor adoption, and surface opportunities for upsell and cross-sell while ensuring pilots translate into sustained value and renewals.

Qualifications

• 3–6 years of experience in sales, account management, customer success, engagement management, consulting, or another customer-facing role.
• Experience managing customer relationships, commercial conversations, or account growth opportunities.
• Strong project management skills with the ability to manage multiple launches, timelines, and stakeholders.

Responsibilities

• Own primary customer relationships after initial sale and drive expansion opportunities.
• Scope and manage customer pilots, define success criteria, track progress, and convert pilots into adoption.
• Lead end-to-end implementation, coordinating with internal teams on workflows, training, and launch milestones.
• Develop understanding of customer goals and pain points; identify upsell, cross-sell, and renewal opportunities.
• Drive adoption, satisfaction, retention, and issue resolution across accounts.
• Conduct Quarterly Business Reviews to review ROI and evolving priorities, reinforcing value.
• Collaborate with go-to-market teams on renewals, expansions, and contracting processes.
• Foster customer advocacy through testimonials, referrals, and case studies.
• Serve as the voice of the customer internally to improve the experience.

Skills

Sales

Account management

Customer success

Engagement management

Consulting

Relationship building

ROI presentation

Job description

We are looking for a customer-focused, commercially minded Engagement Manager to own the full lifecycle of customer success and account growth. This role is ideal for someone who has experience in sales, account management, customer success, or consulting and enjoys building trusted customer relationships, identifying expansion opportunities, and helping customers realize clear ROI.

Partnering closely with our Account Executives, you’ll help ensure pilots are well-scoped, implementations run smoothly, onboarding is seamless, and long-term relationships grow into meaningful expansions. This role is equal parts account manager, project manager, consultant, and trusted advisor. You’ll work directly with healthcare customers to understand their goals, drive adoption, surface new opportunities, and help Predoc become an essential partner in their operations.

Customer & Account Ownership

Serve as a primary customer-facing point of contact after initial sale, building strong relationships with executive sponsors, operational leads, and day-to-day users.

Pilot Management

Partner with Account Executives to scope and execute customer pilots. Define success criteria, align stakeholders, track progress, and help convert successful pilots into broader adoption.

Implementation & Onboarding

Lead end-to-end implementation, coordinating with internal teams to ensure workflows, integrations, training, and launch milestones are delivered on time.

Account Management & Growth

Develop a deep understanding of each customer’s goals, workflows, and pain points. Proactively identify opportunities for expansion, upsell, cross-sell, and deeper account penetration.

Customer Success Management

Drive adoption, satisfaction, and retention across customer accounts. Monitor engagement, identify risks early, and work cross-functionally to resolve issues quickly.

Quarterly Business Reviews

Regularly meet with customers to review performance metrics, ROI, operational impact, and evolving priorities. Use these conversations to reinforce value and uncover growth opportunities.

Commercial Partnership

Work closely with Account Executives and the broader go-to-market team to support renewals, expansions, vendor reviews, contracting processes, and customer strategy.

Customer Advocacy

Build high-trust customer relationships that lead to testimonials, referrals, case studies, and long-term partnerships.

Internal Collaboration

Act as the voice of the customer internally, surfacing customer needs, product feedback, workflow gaps, and opportunities to improve the customer experience.

Required

• 3–6 years of experience in sales, account management, customer success, engagement management, consulting, or another customer-facing role.
• Experience managing customer relationships, commercial conversations, or account growth opportunities.
• Strong project management skills, with the ability to manage multiple customer launches, timelines, and stakeholders at once.
• Comfort working with customers to understand business needs, communicate value, and guide them toward successful outcomes.
• Experience identifying upsell, cross-sell, renewal, or expansion opportunities.
• Excellent communication and relationship-building skills, with a consultative and customer-first approach.
• Data-driven mindset, with the ability to present ROI, performance metrics, and operational outcomes clearly to customers.
• Comfort with ambiguity and fast-moving environments; proactive, organized, and solutions-oriented.

Preferred

• Experience in healthcare SaaS, health information management, clinical research, care delivery, or healthcare operations.
• Experience navigating vendor review, procurement, contracting, or enterprise buying processes.
• Experience being an early member of a team and helping test, build, and improve customer playbooks.
• 2–4 years of consulting experience, preferred but not required.

• You’ll be a foundational member of a high-growth, high-impact team.
• You’ll work with a differentiated service with real-world traction and clear ROI.
• Your work will directly influence patient access to cutting-edge research and care.
• You’ll help shape our customer success, account management, and go-to-market motion from the ground up.
• You’ll have meaningful ownership across customer relationships, growth strategy, and company trajectory.
• Salary 140,000-170,000 base + commission