Engagement Manager, Customer Success & Account Growth

Engagement Manager, Customer Success & Account GrowthOn-siteFull timeNew York, New York, United StatesShare this job DescriptionWe are looking for a customer-focused, commercially minded Engagement Manager to own the full lifecycle of customer success and account growth. This role is ideal for someone who has experience in sales, account management, customer success, or consulting and enjoys building trusted customer relationships, identifying expansion opportunities, and helping customers realize clear ROI.Partnering closely with our Account Executives, you’ll help ensure pilots are well-scoped, implementations run smoothly, onboarding is seamless, and long-term relationships grow into meaningful expansions. This role is equal parts account manager, project manager, consultant, and trusted advisor. You’ll work directly with healthcare customers to understand their goals, drive adoption, surface new opportunities, and help Predoc become an essential partner in their operations.Customer & Account OwnershipServe as a primary customer-facing point of contact after initial sale, building strong relationships with executive sponsors, operational leads, and day-to-day users.Pilot ManagementPartner with Account Executives to scope and execute customer pilots. Define success criteria, align stakeholders, track progress, and help convert successful pilots into broader adoption.Implementation & OnboardingLead end-to-end implementation, coordinating with internal teams to ensure workflows, integrations, training, and launch milestones are delivered on time.Account Management & GrowthDevelop a deep understanding of each customer’s goals, workflows, and pain points. Proactively identify opportunities for expansion, upsell, cross-sell, and deeper account penetration.Customer Success ManagementDrive adoption, satisfaction, and retention across customer accounts. Monitor engagement, identify risks early, and work cross-functionally to resolve issues quickly.Quarterly Business ReviewsRegularly meet with customers to review performance metrics, ROI, operational impact, and evolving priorities. Use these conversations to reinforce value and uncover growth opportunities.Commercial PartnershipWork closely with Account Executives and the broader go-to-market team to support renewals, expansions, vendor reviews, contracting processes, and customer strategy.Customer AdvocacyBuild high-trust customer relationships that lead to testimonials, referrals, case studies, and long-term partnerships.Internal CollaborationAct as the voice of the customer internally, surfacing customer needs, product feedback, workflow gaps, and opportunities to improve the customer experience.RequirementsRequired3–6 years of experience in sales, account management, customer success, engagement management, consulting, or another customer-facing role.Experience managing customer relationships, commercial conversations, or account growth opportunities.Strong project management skills, with the ability to manage multiple customer launches, timelines, and stakeholders at once.Comfort working with customers to understand business needs, communicate value, and guide them toward successful outcomes.Experience identifying upsell, cross-sell, renewal, or expansion opportunities.Excellent communication and relationship-building skills, with a consultative and customer-first approach.Data-driven mindset, with the ability to present ROI, performance metrics, and operational outcomes clearly to customers.Comfort with ambiguity and fast-moving environments; proactive, organized, and solutions-oriented.PreferredExperience in healthcare SaaS, health information management, clinical research, care delivery, or healthcare operations.Experience navigating vendor review, procurement, contracting, or enterprise buying processes.Experience being an early member of a team and helping test, build, and improve customer playbooks.2–4 years of consulting experience, preferred but not...