NEW JOB OPENING
PRINCIPAL, CUSTOMER ENGAGEMENT MANAGER
IN Mountain View, CA, USA!

***Only qualified Customer Engagement Manager candidates located near the Mountain View, CA area to be considered due to the position requiring an onsite presence***



Education:

• Bachelor’s degree in Business, Marketing, Finance, or a related field



Preferred Skills:

• Experience with CRM systems (e.g., Salesforce, HubSpot)

• Familiarity with the Client ecosystem

• Solution consulting experience



Required Skills:

• 7+ years in a senior customer-facing role (Strategic Account Management, Customer Success, Sales Engineering, or similar)

• Proven success driving growth, retention, and strategic customer outcomes



Duties:

• The Client Lighthouse program is rooted in our deep commitment to customer obsession

• We turn customers into raving fans by relentlessly removing friction, elevating their experiences, and delivering meaningful outcomes

• We let customers show us the way by embedding their real-world insights directly into our product strategy, ensuring we prioritize what matters most and build with confidence

• These passionate advocates become our Lighthouse brain trust, helping us co-create the future of our products through candid feedback, continuous collaboration, and early validation

• Beyond shaping innovation, our Lighthouse customers amplify our story by sharing their success in marketing, joining us at events, and supporting sales efforts to help others discover the power of Client



About the Role:

• We’re seeking a strategic and empathetic Customer Engagement Principal to lead relationships with our most valued Lighthouse customers

• You will serve as a trusted advisor and internal advocate, ensuring customers unlock the full power of the Client ecosystem while influencing product and experience strategy

• Lighthouse operates in startup mode within a matrixed organization

• We move fast, test and learn, and step in wherever customers need us most

• In Lighthouse, your core focus will be customer success and engagement

• At the same time, you will take on additional customer-focused initiatives and special projects as needed, helping shape programs, influence cross-functional strategy, and drive broader impact across the organization

• This is not a traditional account management role, but a dynamic leadership opportunity for someone who thrives in ambiguity, is comfortable operating without a rigid playbook, and is energized by building strong executive relationships while driving meaningful impact



Responsibilities:

• Customer Champion & Trusted Advisor

• Own and deepen relationships with key Lighthouse customers, serving as their primary point of contact

• Advocate internally to reduce friction, remove roadblocks, and influence product and experience improvements

• Develop and execute engagement strategies aligned to customer outcomes and business priorities

Startup Operator in a Matrixed Org

• Operate with agility in a fast-paced, evolving environment

• Step beyond defined responsibilities to support broader customer-focused initiatives and strategic projects

• Navigate and influence across a complex, cross-functional organization to deliver results.

Growth & Retention Strategist

• Identify expansion opportunities by uncovering unmet customer needs

• Strategically connect customers to the breadth of the Client ecosystem to streamline operations and fuel growth

• Drive retention through proactive engagement and value realization



Strategic Outreach & Program Growth

• Partner with analytics to identify high-value prospects

• Design and execute thoughtful, multi-channel outreach strategies to grow Lighthouse participation

Cross-Functional Leadership

• Collaborate closely with Product, Marketing, Sales, Analytics, and other stakeholders

• Influence roadmap discussions and advocate for Lighthouse priorities

• Align teams around shared customer outcomes

Data-Driven Operator

• Leverage data and insights to inform strategy, measure engagement effectiveness, and drive continuous improvement

• Maintain rigorous tracking of customer touchpoints, commitments, and next steps



What You Bring:

Customer Obsession

• You are deeply committed to understanding customer needs and consistently exceeding expectations, especially at the executive level

Comfort in Ambiguity & Startup Energy

• You thrive in fast-moving environments, take initiative without waiting for direction, and are energized by building while scaling



Strategic & Commercial Acumen

• You have strong business instincts and a track record of driving measurable growth, retention, and customer impact

Influence in a Matrixed Environment

• You know how to lead without authority, align diverse stakeholders, and move complex initiatives forward

Executive Communication Skills

• You communicate clearly and persuasively, translating complex ideas into compelling narratives for senior audiences



Industry Expertise:

• Experience in SaaS and/or financial technology environments, with an understanding of subscription models, product-led growth, and customer lifecycle management

• **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.**