Senior Manager, Customer Engagement (14 Month Contract)

We’re a people-first, customer-obsessed company motivated by our passion for empowering digital marketers to achieve success with their campaigns. With intuitive landing page builders and a comprehensive suite of AI-powered features, our Conversion Intelligence platform helps you grow smarter.

Our team's technical expertise and creativity work together to drive our mission forward every day. We aim to continue being an innovative and inspiring company that both our customers and employees admire—and we invite our future team members to join us!

About the role:

• Please note that this is a contract role (approx. 14 months) until December 2024.

We’re looking for a results-oriented Senior Manager, Customer Engagement (14-month maternity leave contract) to lead our highly motivated Engagement team in driving net revenue retention, product adoption, and churn mitigation. You will own and execute on the customer engagement strategy while supporting and enabling a top-performing team of Associate Managers, CSMs, and Launch Specialists. You will be a strong advocate for the voice of your team as well as our customers, and will represent our customers and the Engagement team cross functionally at a leadership level.

This role requires a track record of growing people (preferably in a distributed work environment), impeccable communication skills, and expertise driving revenue through team and individual performance. In this role, you will report directly to the VP, Customer Success.

What you’ll be doing:

• Meeting Net Revenue Retention & Activation targets
• Leading annual and quarterly planning for your departments and organizational strategic priorities
• Additional responsibilities as required
• Enabling expansion of the Launch team function to drive additional revenue streams while reducing customer time to value
• Conducting performance reviews, compensation reviews, weekly 1:1s with your direct reports
• Leading leaders through their planning and tracking performance using Scaling Up methodologies
• Experiment with new ideas, processes, revenue-generating strategies to support our organizational growth and success for our customers
• Owning the Agency Journey leading to success and growth for our agencies and their customers
• Collaborating with Revenue Operations on workforce planning, setting targets, forecasting impacts, sales operations, data analysis, and ongoing reporting of your departmental, and individual performance
• Developing, testing, implementing, managing, correcting, and revisiting relevant strategies while maintaining a regular focus on performance and results
• Coaching, mentoring, and developing your people with effective professional development strategies
• Scaling a happy, high-performing, distributed team across multiple geographies and time zones with a target engagement score of 80
• Managing proactive people-powered customer engagement across the post-sale Concierge journey, from activation/implementation, engagement and retention

A little bit about you:

• You believe in the power of mindset and recognize that every challenge is an opportunity for growth
• You believe that your job isn’t just about solving problems, it’s about developing your people so they can solve problems
• 7+ years in Customer Success, Engagement, Customer Experience or similar
• 2+ years experience leading managers and multiple large teams
• You are a skilled relationship builder and have experience influencing other senior leaders in various departments across the organization
• You have a track record for forming high-performing teams
• You establish clear, measurable outcomes and keep your teams and leaders focused on results. You iterate with an experimental approach and learn from your results.
• Background in Digital Marketing and CRO is a bonus
• Experience using or implementing KPIs, Scaling Up, and Reforge models of customer engagement are a huge plus
• You communicate clearly, concisely and with inspiration. You can host a large meeting with 100+ attendees and keep the energy up
• You believe that the key to a happy business is happy customers, and the key to happy customers is happy, engaged teams

Share our values:

• Being Real
• Amplify
• Grow People
• Connect
• Empathy
• Bias for Action
• Courage
• Ambition
• Diversity
• Self Leadership
• Create the Future

What’s in it for you:

🤝 Flexibility and time off

• 20 vacation days
• One paid day off on your birthday
• Holiday Closure: December 25th - January 1st
• A digital-first, distributed working model with flexible hours -- for this role, we will consider all applications from those based in Canada*, with the option to work from our Vancouver office
• One paid volunteer day per year

🩺 Health and wellness

• $500 health and wellness allowance**
• A comprehensive benefits package including medical, dental, vision, and generous mental health support options – all available on day 1
• 12 personal wellness days
• Parental leave and planned reintegration program

🎓 Growth

• Org-wide and employee-led DEI and growth initiatives
• Professional development time and budget

🌟 More perks!

• These amounts will be prorated based on your start date.
• Please note that we currently do not have a legal entity set up to operate as an employer of record in Quebec. We thank you for your consideration but we are unable to accept candidates from Quebec at this time.
• An annual allowance of $1,000 that you can choose to use towards your vacation, or put toward your RRSP contribution**
• One-time work-from-home allowance - $500

Unbounce welcomes you to be YOU!

At Unbounce, we want every employee to be excited to bring their full, authentic self to work. When you bring your unique experiences, background, knowledge, perspective, and self-expression while embracing the same from others we learn from each other. We innovate and co-create an environment where Unbouncers can do the best work of their careers. We’re bolder and more brilliant together.

We’re dedicated to ensuring each Unbouncer feels a sense of belonging, feels safe, cared for, respected and valued for who they are, and trusts that their unique voice is heard, embraced, and meaningfully contributes to decision-making. We’re committed to equitable employee experience, opportunity, pay and support for every employee regardless of gender identity or expression, race, ethnicity, family or marital status, religion, socio-economic status, veteran status, national origin, age, sexual orientation, education, disability, or any other characteristic that makes you unique.

We have no tolerance for sexism, racism, xenophobia, homophobia, transphobia, ableism, ageism, or any other forms of hateful/harmful discrimination and we’re taking action against unequal pay in our community through leading the #PayUpforProgress movement.

If you require any accommodations or support during the recruitment process, please email us at [email protected].

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