Engagement Manager (NYC)

Define Ventures; New York (NY); Hybrid; USD 110,000 - 135,000; Full time

Job summary

Define Ventures is seeking an Engagement Manager in New York City to oversee the deployment and success of AI agents in healthcare. This role is essential in bridging client satisfaction and project execution, ensuring projects are delivered on time and budgets are met.

The ideal candidate has 3+ years of experience in engagement or project management, exceptional customer relationship skills, and a strategic mindset. This fully hybrid role requires at least 3 days in the NYC office, with a salary range of $110K-$135K based on experience.

Qualifications

• 3+ years of experience as an Engagement Manager or similar role.
• Strong relationship management skills, navigating high-stakes conversations.
• Experience with account health metrics and commercial team collaboration.
• Ability to discuss complex technical solutions with engineering teams.
• Elite documentation and organizational skills.

Responsibilities

• Manage complex enterprise projects from kickoff to deployment.
• Serve as the primary point of contact for clients, overseeing account health.
• Partner with Account Managers on long-term strategies.
• Collaborate with technical teams for project execution.
• Translate features into outcomes for healthcare clients.

Skills

Customer relationship management

Project management

Analytical skills

Technical understanding

Documentation skills

SaaS experience

Tools

Jira

Monday.com

Job description

Engagement Manager (NYC)

• Delivery
• New York City
• Full-time

Description

Hyro, the leader in Responsible AI Agents for Healthcare, enables health systems to safely automate workflows and conversations across their most valuable platforms, services, and channels - including call centers, websites, SMS, mobile apps, and more. Hyro's clients, which include Intermountain Health, Baptist Health, and Hackensack Meridian Health, benefit from AI agents that are fully HIPAA-compliant, fast to deploy, easy to maintain, and simple to scale - generating better conversations, successful patient outcomes, and revenue-driving insights.

We are seeking a highly skilled, motivated, and relationship-driven Engagement Manager to lead the post-sale lifecycle, deployment, and ongoing success of our AI agents for enterprise healthcare organizations.

In this role, you are the ultimate bridge between client satisfaction and project execution. You will manage ongoing projects end-to-end, serving as the strategic partner for our clients from kickoff through long-term account health. You will work closely with Account Managers and internal technical teams to ensure our solutions scale smoothly and deliver maximum business value. This position will report to the Manager, Engagement Management.

Responsibilities

• Manage complex enterprise implementation projects end-to-end from kickoff to live deployment, taking full accountability for project delivery timelines, milestones, and resource allocation.
• Serve as the primary, daily point of contact for our clients, nurturing deep partnerships with clinical and marketing executive teams to maintain continuous alignment.
• Proactively monitor, track, and own account health scores to ensure ongoing client satisfaction, building mitigation strategies to address unique healthcare environment challenges.
• Partner closely with Account Managers to align on long-term account strategy, identify growth opportunities, and ensure a seamless post-sale journey.
• Oversee ongoing account maintenance, strategically bringing in Solution Architects (SAs), engineering, and technical teams when relevant to handle complex technical enhancements or call and chat functionalities.
• Bridge the gap between technical AI capabilities and business impact, translating Hyro’s features into tangible outcomes that solve the client’s real-world healthcare problems.
• Collaborate with development, product, and sales teams to ensure high-quality project execution and seamless client follow-ups.

Requirements

• 3+ years of experience as an Engagement Manager, Implementation Consultant, or Client-Facing Project Manager, with a proven track record of managing enterprise delivery projects.
• Strong Relationship & Escalation Management: Exceptional customer relationship skills with the ability to manage scope changes, drive daily touchpoints, and navigate high-stakes executive conversations.
• Strategic & Analytical Mindset: Experience owning account health metrics and collaborating with commercial teams (like AMs) on account strategy.
• Ability to converse intelligently about complex technical solutions and coordinate effectively with Solution Architects and engineers. Strong understanding of project tools (e.g., Jira, Monday.com) is required.
• Experience with SaaS offerings is required. Experience working within a healthtech company or managing health system clients is a significant advantage.
• Elite documentation and organizational skills to manage continuous client follow-ups across multiple accounts simultaneously.

This is a hybrid role, with at least 3 days in the NYC office. Applicants must be currently authorized to work in the United States on a full-time basis.

Offered rate of compensation (NY locations only) will be based on individual education, qualifications, experience, and work location. The salary range for this position is 110K-135K OTE annually, exempt. The range provided is for NY-based hires only and will be commensurate with candidate experience. Pay ranges for candidates in locations other than NY may differ based on the cost of labor in that location.

Equal Opportunities

Hyro is an equal opportunity employer. We do not discriminate against any employee or job applicant on the basis of race, color, gender, national origin, age, religion, creed, disability or sex.