Customer Engagement Manager

About this job

GoGuardian creates learning solutions designed for K-12 education, helping school leaders promote effective teaching, equitable engagement, and student safety. As a Customer Engagement Manager, you will join a remote team based in India to monitor and address customer adoption, engagement, and churn risks specifically for Curriculum and Instruction products. This data-driven, customer-facing position sits inside the Product Team and acts as a vital bridge between users and internal departments. Your routine will involve analyzing usage data and dashboards, investigating behavioral patterns, partnering with departments like Customer Success and Product, and directly communicating with customers who need extra attention or have product questions. Because the role operates remotely from India, you will need to maintain regular overlap with U.S. working hours to collaborate effectively with clients and cross-functional partners.

Responsibilities

• Partner with Customer Success to identify and support strategic or at-risk customers.
• Examine product usage data and dashboards to spot adoption risks and declining engagement.
• Investigate customer behavior patterns to determine root causes of engagement changes.
• Collaborate with Product Managers to share customer findings and validate potential solutions.
• Work alongside Engineering and Solutions Engineering to handle technical issues and data challenges.
• Participate in customer discussions to understand user goals, challenges, and product feedback.

Requirements

• 3 to 5 years of experience in Customer Success, Technical Account Management, Solutions Consulting, or a similar SaaS role.
• Experience working directly with U.S.-based customers and leading business reviews or presentations.
• Background in supporting or retaining at-risk or strategic customer accounts.
• Analytical capability to use product and business data for investigating customer behavior.
• Familiarity with web applications, data integrations, APIs, and common web technologies.
• Ability to work effectively with Sales, Product, Engineering, and Customer Success teams.
• Ability and willingness to regularly work during required U.S. working hours.

Good to have

• Experience in K-12 education technology.
• Familiarity with education data, assessment platforms, or student information systems.
• Experience with SQL, APIs, reporting tools, or BI platforms.
• Experience with Tableau, Power BI, Google Sheets, or Excel.

Who should apply

This role suits professionals with several years of experience in customer-facing SaaS environments, such as Technical Account Management or Customer Success. Ideal candidates are highly analytical, comfortable diving into data dashboards, and skilled at problem-solving alongside technical and non-technical teams. Because the position requires daily interaction with U.S. clients and teams, applicants must be comfortable aligning their schedule with U.S. working hours from India. The posting does not indicate that freshers are eligible to apply, given the required 3 to 5 years of relevant experience.

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