Engagement Manager (Implementation)

Launched in 2018, Forethought offers the world’s most advanced AI agents for CX — enterprise-ready and built for every customer moment. Handling billions of monthly interactions for leading companies like Upwork, Grammarly, Airtable, and Datadog, Forethought’s AI agents think, act, and improve — delivering better customer experiences and scalable business impact.

We are tackling a $400B+ market opportunity, and we’re assembling a world-class team to help us get there. We are seeking a dedicated Engagement Manager to join our dynamic team.

As an Engagement Manager, you will play a critical role in the successful deployment of our projects and the onboarding of our clients. You will work directly with customers to understand their needs and requirements. This role calls for technical strength, a customer-centric approach, and solid problem-solving skills to ensure smooth implementation and strong customer satisfaction.

At Forethought, we’re pioneering human-centered AI that transforms how teams deliver customer support. As an Engagement Manager, you’ll help our customers unlock the full potential of Forethought’s AI solutions—guiding them from implementation to measurable success. You’ll partner closely with customers to ensure our technology not only works, but also works for them, driving efficiency, empowering agents, and creating smarter, faster, more delightful support experiences.

What You'll Be Doing (Responsibilities): 

• Lead AI-Powered Implementations: Onboard and guide newly signed customers through successful delivery of Forethought’s AI solutions—ensuring they achieve measurable impact and tangible value from our technology.
• Kickoff with Strategic Intent: Conduct project kickoff meetings, discovery sessions, and training workshops to uncover customer goals and define how AI can best drive outcomes across their support workflows.
• Translate Vision into Execution: Develop detailed project plans, success metrics, and implementation timelines that align Forethought’s AI capabilities with each client’s business objectives.
• Be the AI Value Partner: Serve as the primary point of contact throughout implementation, proactively managing communication, setting expectations, and ensuring clients understand the “why” and “how” behind each AI-driven decision.
• Orchestrate Cross-Functional Delivery: Collaborate closely with Solution Engineers, Implementation Consultants, Developers, and Sales to ensure seamless deployment and continuous calibration of AI models to customer data.
• Ensure AI Readiness & Adoption: Identify potential risks or barriers to adoption, and develop strategies to drive end-user confidence, trust, and sustained engagement with the AI platform.
• Measure and Communicate Impact: Track performance metrics and KPIs to quantify the business value delivered by AI (e.g., deflection rate, response time, customer satisfaction), sharing results and insights with internal and external stakeholders.
• Drive Continuous Improvement: Conduct post-implementation reviews to capture lessons learned, refine best practices, and identify opportunities to enhance future AI implementations.
• Act as a Trusted Advisor: Leverage industry knowledge and AI expertise to recommend optimizations, process automations, and new use cases that expand Forethought’s value across the customer’s organization.
• Design with Empathy: Analyze and decode customer pain points, then architect AI-driven solutions that align with their desired outcomes—bridging human experience with intelligent automation.

Who You Are (Requirements): 

• Bachelor's degree in Business Administration, Computer Science, Information Technology, or related field.
• 5+ years experience, working in a dynamic, fast-paced startup environment
• Proven experience in project management or implementation roles within the SaaS industry, (preferably in customer support or CRM)
• Strong understanding of project management methodologies, tools, and techniques
• Excellent communication skills, with the ability to effectively interact with clients, internal teams, and stakeholders at all levels.
• Technical background and ability to grasp complex concepts related to software architecture, APIs, and integrations.
• Demonstrated ability to manage multiple projects simultaneously in a fast-paced environment, while maintaining attention to detail and quality.
• Strong problem-solving skills, with the ability to anticipate issues and proactively address challenges.
• Customer-focused mindset with a passion for driving positive customer experiences and outcomes.

What You Get:

• A chance to be an early member of a hyper-growth startup with equity to match
• An opportunity to help us define a new market within AI
• Ability to solve challenging problems with a world-class team
• A low ego company culture that is obsessed with feedback and helping each other grow
• A distributed team, with a flexible approach to work that allows you to choose how you best work
• Health Insurance
• Paid maternity, paternity & parental leave
• Company wide wellness days

If you are passionate about leveraging technology to drive positive change and thrive in a client-facing role, we want to hear from you! Apply now to join our team and help us deliver exceptional solutions to our clients.