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Customer Engagement Manager

United States

At MNTN, we put our people first, full stop. This allows our company culture to be defined by our team members, and their shared values, like trust, ambition, quality, radical honesty, and compassionate leadership. It’s why we all really love working for the Hardest Working Software in Television™ (and also why we were named one of Ad Age’s Best Places To Work in 2024.)

We pride ourselves on bringing unrivaled performance and simplicity to Connected TV advertising. Our self-serve technology makes running TV ads as easy as search and social and helps brands drive measurable conversions, revenue, site visits, and more. It’s what led MNTN to being named one of Fast Company's Most Innovative Companies in 2023. You can learn more about us and everything we do by visiting https://mountain.com/.

So if wanting to do more, own more, and make a bigger impact comes naturally to you, then you may just the person we're looking for to join us on our next stage of growth. 

As a Customer Engagement Manager, you’ll play an instrumental role in shaping  our customer relationships. The CEM is responsible for driving customer satisfaction, product adoption, and retention by building relationships with customers and ensuring they derive maximum value from the MNTN platform. Acting as a trusted advisor, you will guide customers through the in-app onboarding experience, address challenges, and proactively identify opportunities to optimize platform usage. By closely monitoring customer engagement, you will develop strategies to enhance product utilization, mitigate churn, and foster long-term loyalty. Success in this role will be measured by your ability to drive product adoption and engagement while meeting or exceeding customer success team revenue and retention targets. 

If you’re passionate about empowering customers, providing tailored support to specialized brands and solving core business challenges in a fast-paced, growth-focused environment, we want to hear from you.

What you’ll do

Customer Engagement: 

  • Serve as the primary point of contact for customers: addressing inquiries, providing strategic guidance, and proactively identifying opportunities to drive campaign success.
  • Design and implement tailored communication strategies (emails, in-app messaging) to drive engagement, understanding, and campaign success, aligned with the specific needs of key verticals.
  • Guide customers through the in-app onboarding experience, serving as a resource for their unique needs and helping them establish a clear framework for defining and measuring success.
  • Facilitate customer calls in escalated or high-touch scenarios, providing tailored, hands-on support as needed. 
  • Act as a trusted advisor by leveraging in-depth knowledge of the MNTN customer journey to effectively guide customers through each stage of their experience.

Retention & Risk Mitigation:

  • Proactively identify at-risk customers through data-driven insights, such as platform usage and engagement metrics.
  • Implement targeted retention strategies at key stages of the customer journey to address churn-risk indicators and promote continued engagement.
  • Collaborate with internal teams to craft and implement customer-specific playbooks and interventions that drive adoption, improve retention, and reduce churn risk.

Platform Adoption & Advocacy:

  • Drive deeper platform engagement by showcasing the value of key features and encouraging the adoption of best practices.
  • Empower customers to independently resolve challenges and optimize their experience by promoting self-service tools and resources.
  • Advocate for the platform’s value through consistent education and strategic communication, ensuring customers are well-informed and continuously improving their usage of the platform.

Customer Performance & Insights:

  • Maintain a high-level understanding of customer performance and campaign milestones, consistently assessing progress to ensure alignment with their goals and overall success. 
  • Translate usage and performance data into actionable insights that align with customer objectives, supporting retention strategies and long-term engagement. 
  • Stay informed on each customer’s position within the MNTN customer journey, ensuring they smooth progress through each stage while proactively addressing any roadblocks.
  • Collaborate with cross-functional teams to develop content strategies that highlight customer success stories, case studies, and key feature showcases.

What you’ll bring

  • 4+ years of experience in customer success, account management, or a similar customer-facing role, ideally within AdTech, MarTech, or a related field.
  • Exceptional communication skills, with the ability to craft engaging and scalable content for email and in-app communications.
  • A data-driven mindset, with experience using customer performance and usage data to inform decisions and optimize strategies.
  • Confidence in leading customer calls, especially in escalated or high-stakes situations.
  • Proficiency with Salesforce, Intercom, or similar platforms.
  • Proven ability to collaborate effectively across teams, including Marketing, Product, and Operations.
  • Strong attention to detail with the ability to balance efficiency and quality in a fast-paced environment.
  • Adaptability to evolving processes, platforms, and customer needs, thriving in an innovative and dynamic work environment.

MNTN Perks:

  • 100% remote  
  • Flexible vacation policy
  • Annual vacation allowance for travel related expenses
  • Three-day weekend every month of the year
  • Competitive compensation
  • 100% healthcare coverage
  • 401k plan
  • Flexible Spending Account (FSA) for dependent, medical, and dental care
  • Access to coaching, therapy, and professional development

About MNTN:

Our recruiters will always reach out using an email address ending with @mountain.com or@mntn.com. If you’re contacted by someone without that address and they mention a Reference Code (which we never use), then that ain’t us folks. Tell those trolls to take a hike–you’re waiting to climb a MNTN.

MNTN provides advertising software for brands to reach their audience across Connected TV, web, and mobile. MNTN Performance TV has redefined what it means to advertise on television, transforming Connected TV into a direct-response, performance marketing channel. Our web retargeting has been leveraged by thousands of top brands for over a decade, driving billions of dollars in revenue.

Our solutions give advertisers total transparency and complete control over their campaigns all with the fastest go-live in the industry. As a result, thousands of top brands have partnered with MNTN, including Build with Ferguson Master, OneWheel, Tarte, Decked, and National University.

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