Executive Customer Engagement Lead

Gravity IT Resources; Mountain View (CA); On-site; USD 96,000 - 165,000; Full time

Job summary

Gravity IT Resources seeks a seasoned Customer Engagement Manager III to oversee the most complex customer relationships on-site in Mountain View. You will translate customer needs into cross-functional actions, influence product and GTM strategies, and drive engagement programs with rigorous follow-through.

You will collaborate with Product, Engineering, Sales, Finance, Legal, and GTM teams to deliver measurable value, remove blockers, and elevate engagement models and playbooks.

Qualifications

• 10 years of experience in customer engagement program management, account management, or customer success within a technology or SaaS company.
• Demonstrated ability to build and manage executive-level relationships independently with VP or C-suite stakeholders.
• Proven success in driving cross-functional outcomes in a matrixed organization without direct authority.
• Strong written and verbal communication skills, with the ability to tailor messaging for executive, technical, and operational audiences.
• Experience managing complex multi-stakeholder engagements with competing priorities and ambiguity.
• Analytical skills to interpret engagement data, identify trends, and inform strategy.
• Proficiency with products within the QuickBooks ecosystem or a willingness to develop deep product knowledge quickly.
• High ownership, low ego, and strong follow-through.
• Bachelor’s degree in Business, Marketing, or a related field.

Responsibilities

• Own and drive a portfolio of the company’s most complex customer engagements.
• Build multi-threaded relationships with customers’ executive, finance, and operational leaders.
• Develop account strategies aligned with customer priorities and company goals.
• Design, prepare, and facilitate executive-level interactions with minimal oversight.
• Ensure interactions deliver clear value to both customer and company.
• Partner with Product, Engineering, Sales, Finance, Legal, and GTM teams to translate customer insights into actionable outcomes.
• Remove blockers, hold cross-functional teams accountable, and close the loop with customers.
• Document, route, and track customer insights, decisions, and actions.
• Surface patterns and escalate systemic issues to leadership.
• Deliver concise updates to stakeholders, tailoring messaging for technical and operational audiences.
• Contribute to the design and improvement of engagement models, processes, and playbooks.
• Identify opportunities for product co-creation, GTM advocacy, and executive engagement with customers.
• Track and analyze engagement data to measure program health, impact, and sentiment.

Skills

Executive relationships

Cross-functional collaboration

Communication skills

Analytical thinking

Multi-stakeholder management

QuickBooks ecosystem knowledge

Account management

Education

Bachelor’s degree in Business/Marketing

Job description

Gravity IT Resources seeks a seasoned Customer Engagement Manager III to oversee the most complex customer relationships on-site in Mountain View. You will translate customer needs into cross-functional actions, influence product and GTM strategies, and drive engagement programs with rigorous follow-through.

You will collaborate with Product, Engineering, Sales, Finance, Legal, and GTM teams to deliver measurable value, remove blockers, and elevate engagement models and playbooks.