NEW JOB OPENING
STAFF CUSTOMER SUCCESS & ADVOCACY MANAGER
IN Mountain View, CA, USA!

Required Skills:

• 10+ years of experience in customer engagement, program management, account management, or customer success, preferably within a technology or SaaS company

• Demonstrated ability to build and manage executive-level relationships (VP+ / C-suite) independently.

• Track record of 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 sufficient to interpret engagement data, identify trends, and inform strategy

• High ownership, low ego, strong follow-through



Preferred Skills:

• Proficiency with Client products (Product Online, Product ecosystem) or willingness to develop deep product knowledge quickly

• Technology or SaaS company (5+ years)





Job Details:

• Client Lighthouse is a strategic customer engagement program that partners with high-value upper mid-market businesses to co-create product, shape go-to-market strategy, and drive retention across the Product ecosystem

• Lighthouse customers serve as co-creation partners, early adopters, and brand advocates, with direct access to Client executive leadership and product teams

• The program operates at the intersection of customer strategy, product development, and executive engagement



Job Summary:

• The Staff Customer Engagement Manager owns a portfolio of Lighthouse's highest-complexity customer relationships end-to-end

• This role goes beyond coordination: it requires the ability to independently build trust at the executive level, translate customer needs into cross-functional action, and operate with minimal direction in ambiguous, high-stakes environments

• The Staff CEM is expected to influence product and GTM outcomes through the quality of their customer relationships and the rigor of their follow-through, and to elevate the practices and playbooks used across the broader CEM team



Duties:

• Strategic Customer Portfolio Management: Own and drive a portfolio of Lighthouse's most complex customer engagements

• Build multi-threaded relationships across customer organizations (C-suite, finance leaders, operations)

• Develop account-level strategies that align customer priorities with Client product and GTM goals

• Executive Engagement & Facilitation: Design, prepare, and facilitate executive-level engagements (VP+ and C-suite) with minimal oversight

• Own pre-work, agenda development, real-time facilitation, and post-engagement action planning

• Ensure every interaction generates clear value for both the customer and Client

• Cross-Functional Influence & Execution: Partner with Product, Engineering, Sales, Finance, Legal, and GTM teams to translate customer insights into actionable outcomes

• Remove blockers, hold cross-functional partners accountable, and close the loop with customers on commitments made

• Operate effectively in a matrixed environment without positional authority

• Insight Capture & Action Management: Own the documentation, routing, and tracking of customer insights, decisions, and action items across engagements

• Ensure nothing falls through the cracks

• Surface patterns and escalate systemic issues to program leadership

• Stakeholder Communication & Reporting: Deliver clear, concise updates to executive stakeholders, customers, and cross-functional partners on engagement outcomes, program progress, and action item status

• Tailor communication to the audience

• Program & Playbook Contribution: Contribute to the design and improvement of Lighthouse engagement models, processes, and playbooks

• Identify what's working and what's not

• Raise the bar for how the team operates by sharing best practices, mentoring junior CEMs, and pressure-testing new approaches

• Co-Creation & Advocacy Activation: Identify and activate customers for product co-creation (pilots, betas, CABs, research), GTM advocacy (case studies, events, references), and executive engagement opportunities

• Match the right customer to the right opportunity based on relationship depth and customer priorities

• Data & Reporting: Track and analyze engagement data to measure portfolio health, program impact, and customer sentiment

• Use data to inform account strategy and surface insights to program leadership

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**