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Role Description

As the Manager of Engagement Management, you’ll lead a high-performing team focused on delivering a best-in-class customer experience. You’ll own the strategy and execution behind how we build trust with key post-sales accounts, ensuring Engagement Managers are equipped to bring expertise, technical solutions, and operational excellence to every customer interaction.

The Engagement Management team serves as the primary liaison between our organization and our clients, partnering closely with Operations, Implementation, Product, and Account Management to ensure alignment, transparency, and strong outcomes across the customer lifecycle. You will play a critical role in evolving our client engagement strategy by establishing data-driven milestones and a structured approach to account oversight, enabling us to consistently measure efficiency, value delivery, and long-term customer success.

This role reports to Medallion’s Head of Engagement Management and base compensation may land between $115,000 - $145,000 depending on qualifications and experience. In addition to base salary, Medallion offers competitive equity and benefits as part of the total compensation package. Many factors are considered when determining pay including: market data, geographic location, skills, qualifications, experience, and level.

Qualifications

• 6+ years of experience in Customer Success, Engagement Management, or consulting, ideally supporting complex healthcare customers
• 3+ years in a leadership role, managing customer facing teams
• Experience owning healthcare customer relationships in a SaaS startup environment
• Proven ability driving customer engagement initiatives using data, product knowledge, and industry expertise
• Demonstrated success identifying solutions, improving existing client strategies, and driving change in complex, fast-moving environments
• Strong project management skills, with the ability to manage multiple priorities and drive alignment across executive stakeholders
• Ability to influence and build credibility and trust across the organization and with customers

Requirements

• Lead, coach, and develop a team of Engagement Managers responsible for managing strategic post-sales customer relationships
• Provide guidance on engagement strategies, project execution, and technical solutioning
• Set clear goals and performance expectations, fostering accountability, and continuous development
• Prioritize team resources effectively across a dynamic and growing portfolio of enterprise customers
• Drive consistency in project coordination, resource planning, and milestone tracking across the team
• Oversee customer relationship management across the team, ensuring consistent delivery of a high-quality, trusted experience
• Act as an escalation point for complex customer needs and challenges, partnering cross-functionally to resolve issues
• Support the team in delivering strategic insights and value to customers aligned with their business goals
• Track and report on key metrics related to customer satisfaction, retention, and engagement team performance
• Lead initiatives that increase value delivery and strengthen long-term partnerships
• Analyze workflows and identify inefficiencies to enhance operational effectiveness
• Implement best practices and process improvements to drive better outcomes for clients
• Continuously seek opportunities to streamline operations and maximize customer value

Benefits

• Competitive equity and benefits as part of the total compensation package