Descripción de la oferta
Experteer Overview
In this role you lead cross-functional customer engagement programs that support onboarding, retention, and lifecycle initiatives at Lighthouse. You will build scalable campaigns and playbooks, using data to drive decisions and improve how non-managed accounts derive value from Lighthouse. You’ll work with multiple teams to design, launch, and measure programs that reduce churn and elevate customer outcomes. This is a high-visibility role with a tangible impact on retention and product engagement, powered by AI and automation.
Compensaciones / Beneficios
• Lead end-to-end customer engagement projects across onboarding, risk prevention, and lifecycle touchpoints
• Design and run targeted campaigns using Gainsight or similar tools to reach non-managed accounts
• Improve retention and proactive engagement by identifying at-risk customers and informing lifecycle strategies
• Measure campaign performance and translate results into clear insights for stakeholders
• Support scalable onboarding experiences and reduce reliance on high-touch manual processes
• Apply AI tools to improve campaign workflows, dashboarding, tracking, and execution
• Collaborate with cross-functional teams to shape processes and playbooks for scalable engagement
• Contribute to the evolution of customer engagement programs across time
Responsabilidades
• Experience in customer engagement, customer operations, or project management with ownership of programs or campaigns
• Hands-on experience with Gainsight or similar customer engagement platforms; Intercom or equivalent is valuable
• Strong project management to coordinate stakeholders, manage timelines, and keep initiatives moving
• Ability to design, execute, and assess campaigns with measurable outcomes and business impact
• Data fluency for reporting and performance storytelling to leadership
• Confidence using AI tools to improve workflows and execution
• Self-starter with autonomy to identify opportunities and drive momentum
• Excellent cross-team communication balancing operational detail with big-picture context
• Experience with playbooks, lifecycle programs, onboarding journeys, or churn-reduction initiatives is a plus
Requisitos principales
• Flexible working environment
• Flexible time off
• Health insurance coverage
• Career development opportunities
• Impactful work shaping product at scale
• Referral bonuses
