Manager, Engagement Management

About the Role:

As the Manager of Engagement Management, you will lead and develop a high-performing team responsible for delivering a best-in-class experience to Medallion’s enterprise customers. You will shape how Engagement Managers build trusted relationships, oversee complex client engagements, and bring the right expertise, technical solutions, and operational discipline to every customer interaction. 

The Engagement Management team serves as the primary liaison between Medallion and our enterprise customers, partnering closely with Operations, Implementation, Product, and Account Management to drive alignment, transparency, and strong outcomes throughout the customer lifecycle. You'll play a critical role in evolving our client engagement strategy - establishing data-driven milestones and a structured approach to account oversight so we can consistently measure efficiency, value delivery, and long-term customer success.

This role reports to the VP of Customer Experience and compensation for this role may land around $150,000-$195,000 depending on skills, qualifications, experience, level, market data, and geographic location. In addition to base salary, Medallion offers competitive equity and benefits as part of the total compensation package. 

Key Responsibilities:

• Strategic Leadership
• Lead, coach, and develop a team of Engagement Managers responsible for managing strategic post-sales customer relationships
• Provide guidance on engagement strategies, project execution, and technical solutioning
• Set clear goals and performance expectations, fostering accountability and continuous development
• Prioritize team resources effectively across a dynamic, growing portfolio of enterprise customers
• Drive consistency in project coordination, resource planning, and milestone tracking across the team
• Customer Value & Engagement
• Oversee customer relationship management across the team, ensuring consistent delivery of a high-quality, trusted experience
• Act as the escalation point for complex customer needs, partnering cross-functionally to resolve issues
• Support the team in delivering strategic insights aligned with each customer's business goals
• Track and report on key metrics related to customer satisfaction, retention, and engagement team performance
• Lead initiatives that increase value delivery and strengthen long-term partnerships
• Process Optimization
• Analyze workflows and identify inefficiencies to enhance operational effectiveness
• Implement best practices and process improvements that drive better outcomes for clients and internal teams
• Continuously seek opportunities to streamline operations and maximize customer

Qualifications:

• 8+ years of experience in customer success, engagement management, or consulting, ideally supporting complex healthcare customers
• 3+ years in a management role directly managing customer-facing team members
• Experience owning healthcare customer relationships in a SaaS startup environment
• Proven ability to drive customer engagement initiatives using data, product knowledge, and industry expertise
• Demonstrated success identifying solutions, improving client strategies, and driving change in complex, fast-moving environments
• Strong project management skills, with the ability to manage multiple priorities and drive alignment across executive stakeholders
• Ability to influence and build credibility and trust across the organization and with customers

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