Engagement Manager (Scaled) in London

How we work: We operate with one core principle: velocity. In practice, this means we optimise everything we do around accelerating the rate of learning, do truly great work, communicate openly and directly, and with full context, and maintain a hard-earned reputation for craft and quality.

The role: Our book is growing faster than 1:1 CS can scale to meet it. We need someone to extend the experience our top accounts get to thousands more, by using AI and automation to do the work, and applying human judgement only where it actually moves the needle. As Scaled Engagement Manager, you'll own retention and expansion across a book of 2,000+ accounts. You'll build the systems that serve the long tail, run the human moments that matter, and act as a rich signal source for Product, Marketing, and CS leadership. The role is the first of its kind on the team, so you'll be designing it as you run it.

Key ownership areas:

• Own scaled customer engagement across the book - a portfolio of 2,000+ accounts, managed through timebound, digital-first touchpoints that drive activation, retention, and expansion. You own GRR and NRR outcomes directly.
• Execute timebound strategic human touchpoints at key moments - customer activation, expansion discussions, renewal conversations, risk interventions - ensuring high-impact interactions when customers need them most.
• Build and run the 1:many communication engine - owning the cadence, segmentation, and send logic for lifecycle emails, feature updates, Loom walkthroughs, and webinars, not just executing them.
• Experiment relentlessly with AI and automation - building triggered workflows, AI-assisted outreach, and automated health score responses without needing engineering support, biased toward shipping quickly over designing the perfect system.
• Partner cross-functionally to sharpen the broader Engagement motion – synthesising churn reasons, feature confusion patterns, and expansion triggers from across the book, and routing them to Product, Marketing, and CS leadership in a structured, actionable way.
• Proactively shape the scaled motion itself - this is an evolving function, and the successful candidate will create structure where none exists, iterate quickly based on what they learn, and adapt as the book and business grow.

What you bring:

• Experience in one of the following, or something similar: Scaled or Digital Customer Success, Customer Marketing or Lifecycle Marketing in high-growth tech, Customer Success, Account Management, or Consulting roles with a systems orientation.

Required Skills and Attributes:

• Proven ability to manage a high volume of accounts and know the difference between an account that needs a system and one that needs a human.
• Systems thinker and process builder, naturally ask 'how might we scale this?' and have built repeatable motions that work across diverse customer types.
• Strong analytical and data-driven mindset; comfortable triaging a health-score dashboard and structuring your week from it.
• Commercially sharp - comfortable owning renewal conversations directly, including pricing and objection handling, without needing escalation.
• Technical aptitude and genuine AI enthusiasm - actively experimenting with AI to do more with less, not using it as a novelty.
• A strong writer, clear, concise, and able to make a product update feel worth reading.
• Entrepreneurial, adaptable, and energised by experimentation - biased toward trying things quickly over designing the perfect system.
• Deeply aligned with our brand: intelligent, low-BS, authentic, and customer-obsessed.