Client Engagement Lead

Job title: Client Engagement Lead

About the Role

The Client Engagement Lead builds strong, value-driven partnerships with assigned clients to ensure their satisfaction, retention, and success. This role is responsible for day-to-day relationship management, driving product adoption, and improving Net Promoter Scores (NPS) by delivering meaningful client outcomes and removing friction in their experience. Travel 0-5%; locations include Lubbock, TX; Lakewood, CO; Billings, MT; Orono, ME.

What You'll Do

• Own overall client satisfaction, retention, and NPS outcomes; act as the primary client relationship owner and ensure clients know who to contact for success planning, training, and support; coordinate with regional teammates to deliver a unified client experience; lead recurring client meetings including Quarterly Business Reviews (QBRs); develop tailored Client Success Plans; operate in a matrixed environment and keep both leaders informed of client priorities, risks, and outcomes.

• Drive product adoption and value realization by analyzing consumption gaps, educating clients on features and updates, and serving as a product liaison to connect internal resources to client needs; guide early cloud adoption and value realization.

• Take end-to-end ownership of client-reported issues and questions; provide timely updates aligned with internal SLAs; collaborate with Regional, Development, and Services teams to track progress and advocate for resolution; communicate challenges and solutions with honesty and follow-through; step in to handle support incidents during high-volume periods.

• Advocate for clients and collect feedback to improve NPS; use NPS data to inform outreach plans and success strategy adjustments; share real stories of client successes and communicate product strengths and use cases during meetings and success planning.

• Monitor client health scores and usage trends; flag at-risk accounts and proactively collaborate internally to recover.

• What We're Looking For

• 2+ years in customer success, support, or implementation.

• Strong communication and follow-through with both clients and internal teams.

• Accountability mindset: owns issues through resolution and keeps clients informed.

• Skilled at analyzing client behavior, identifying trends, and driving improvements.

• Comfortable managing multiple clients and priorities simultaneously.

• Compensation & Benefits

• Salary: $66,585 - $70,000 annually (USD).

• Great Place to Work and opportunities for career growth; competitive benefits to support health and financial wellness.