Customer Engagement Manager, AppFollow

• This role is perfect for someone who thrives on managing customers at scale, building automated yet personalized engagement, and helping customers succeed independently
• If you have a passion for technology, strong communication skills in English and at least one additional language, and experience supporting SMBs at scale, we’d love to meet you
• 2+ years of experience in Customer Success, Customer Marketing, or Account Management, preferably in a SaaS environment managing SMBs
• Proven experience managing a high volume of customer accounts at scale, ideally through tech-touch or one-to-many programs
• Fluent in English and at least one additional language
• Strong written and verbal communication skills, with the ability to create customer-facing content
• Analytical mindset and experience using customer health, usage, or campaign data to drive actions
• Familiarity with customer engagement tools like ChurnZero, Gainsight, HubSpot, Intercom, or similar
• Based in Spain, Portugal, or Brazil with the ability to work in a fully remote, international environment

Desirable

• We are looking for a Customer Engagement Manager to join our Customer Success team and focus on driving retention and adoption across our large base of small and medium-sized business (SMB) customers
• You’ll play a key role in reducing churn, increasing product adoption, and improving customer health through proactive, data-driven outreach and customer education
• Reports to: Head of Customer Success
• Drive retention and product adoption by designing and executing scaled engagement programs (e.g., lifecycle emails, webinars, in-app guides), with 1:1 calls being a key part of the engagement strategy
• Monitor customer health and product usage to identify at-risk accounts and proactively intervene before churn
• Deliver group onboarding sessions, customer webinars, and self-service content to help users get value from the product
• Collaborate with the Renewals team to support timely renewals and flag risks
• Partner with Product and Support teams to amplify customer feedback and improve the overall customer experience
• Collaborate with Marketing to develop webinars, email campaigns, and creative assets
• Manage day-to-day interactions with customers using tools like ChurnZero, Intercom, HubSpot, Canny, Google Sheets, and Salesforce
• Maintain clean CRM records and help build reports on retention performance and customer behavior
• Track key KPIs including adoption, customer health, and NRR, and report insights regularly
• Success in This Role Means:
• Increased feature adoption across SMB accounts
• Measurable improvement in customer health scores
• Higher NRR through reduced churn and better renewal readiness
• Scalable, repeatable engagement programs in place
• Proactive risk identification and resolution