Customer Engagement Project Manager

Job Details

• 💼 Customer Operations
• 📍 Spain remote
• 🕜 Full-Time Remote

What you will do

As a Customer Engagement Project Manager, you’ll own and drive customer engagement initiatives that improve how Lighthouse supports non-managed accounts across the customer lifecycle. This is a highly cross-functional role that blends project management, customer operations, and campaign execution. You’ll work behind the scenes to design, launch, and optimize programs that help customers onboard successfully, stay engaged, and see value from Lighthouse.

What makes this role different is the scope and visibility. You won’t be managing a traditional book of business or working as a direct account owner. Instead, you’ll shape the systems, playbooks, and campaigns that influence customer outcomes at scale. From lifecycle communications to churn-risk initiatives and onboarding improvements, your work will directly affect retention, efficiency, and the way Lighthouse engages customers without one-to-one interaction.

Where you will have impact

• Lead customer engagement projects end to end. Plan, coordinate, and execute internal initiatives that improve how we engage customers across onboarding, risk prevention, and lifecycle touchpoints. Keep projects moving across teams, owners, and deadlines.
• Build and run targeted campaigns. Use customer engagement platforms such as Gainsight or similar tools to launch campaigns aimed at non-managed accounts. Help ensure the right message reaches the right users at the right moment through the right channel.
• Improve retention and proactive engagement. Support churn-reduction efforts by identifying opportunities to reach at-risk customers before issues escalate. Contribute to lifecycle strategies that keep customers informed, active, and connected to product value.
• Measure what matters. Track campaign performance, evaluate outcomes, and turn data into clear insights for stakeholders and leadership. Success in this role depends not just on execution, but on your ability to show impact with evidence and tell a credible performance story.
• Support scalable onboarding experiences. Partner with teams to improve digital onboarding flows and reduce reliance on high-touch manual processes where appropriate. Help create smoother customer journeys through thoughtful automation and structured engagement.
• Use AI and tooling to increase efficiency. Apply AI in practical ways across campaign workflows, content deployment, dashboarding, tracking, and project execution. Bring ideas for smarter, more scalable ways to manage customer engagement operations.

About our team

You’ll join a collaborative, high-visibility team working at the intersection of Customer Engagement, Customer Operations, and broader post-sales functions. This role partners closely with stakeholders across customer engagement, customer care, account management, and product-related teams to improve how Lighthouse supports customers at scale.

It’s a strong fit for someone who enjoys operating across functions, building structure where needed, and influencing outcomes without direct ownership of every moving part. You’ll step into a space with real room to shape processes, introduce ideas, and help define how customer engagement programs evolve over time.

What's in it for you?

• Flexible working environment: Work from home or at one of our global offices.
• Flexible time off: Autonomy to manage your work-life balance.
• Alan Healthy benefits: 160€/month for food or nursery.
• Payflow App: Access your earned salary in advance at no cost to you.
• Flexible retribution: Optional benefits through tax-free payroll deductions for food, transportation and/or nursery. 
• Wellbeing support: Subsidized up to 80% ClassPass subscription.
• Comprehensive health insurance: 100% Alan coverage for you, your spouse, and dependents.
• Collaborative team: High-bar, friendly, creative, and passionate colleagues.
• Career development: Workshops, frameworks, tools, training, and processes to realize your full potential.
• Impactful work: Shape products relied on by 85,000+ users worldwide.
• Competitive compensation: Proactively maintained to value your work.
• Referral bonuses: Earn rewards for bringing in new talent.

Who you are

• Experience in a customer engagement, customer operations, customer success operations, or project management role with clear ownership of programs, campaigns, or cross-functional initiatives.
• Hands-on experience with Gainsight or a similar customer engagement platform is strongly preferred. Experience with tools like Intercom or comparable customer communication platforms is also valuable.
• Strong project management skills with the ability to coordinate multiple stakeholders, manage timelines, delegate work effectively, and keep initiatives moving.
• Ability to design, execute, and assess campaigns with a focus on measurable outcomes. You know how to move beyond activity metrics and explain real business impact with clarity.
• Comfort working with data, reporting, and performance storytelling. You can translate results into insights that leadership can understand and act on.
• Confidence using AI tools to improve workflows, solve problems, and support execution. You’re curious, resourceful, and able to apply AI in practical ways rather than treating it as a buzzword.
• A self-starter mindset with the autonomy to identify opportunities, bring forward ideas, and build momentum without waiting for constant direction.
• Strong communication skills and the ability to work across teams, balancing operational detail with high-level business context.
• Experience with playbooks, lifecycle programs, onboarding journeys, or churn-reduction initiatives is a plus.