Customer Engagement Manager (Gainsight PX)

TL;DR

Customer Engagement Manager (Gainsight PX): Designing, implementing, and optimizing NPS, in-app engagements, and behavior-based product campaigns with an accent on product telemetry, user segmentation, and engagement analytics. Focus on analyzing user behavior, running A/B tests, and building feedback loops to improve product adoption and retention.

Location: Remote (US-based, with US benefits like 401k and health insurance)

Company

SaaS provider of evidence-based behavioral health solutions for education, employers, providers, and payors, leveraging data science and analytics to improve outcomes.

What you will do

• Lead creation, execution, and optimization of in-app engagements like guides, surveys, tooltips, and banners using Gainsight PX.
• Define strategies to track product usage, feature adoption, and user behaviors to trigger personalized nudges.
• Design and manage NPS surveys and analyze user sentiment to inform CX and product strategies.
• Analyze telemetry data with segmentation, cohort analysis, A/B testing, and funnel analysis to refine campaigns.
• Develop dashboards and reports on campaign performance and collaborate with Product, Marketing, and CS teams.
• Present insights and recommendations to leadership and educate stakeholders on PX best practices.

Requirements

• Hands-on experience with Gainsight PX for building in-app engagements, user segmentation, product usage analysis, and NPS capture.
• Strong product analytics skills in feature adoption, funnels, and user engagement.
• Proven ability to develop behavior-triggered campaigns driving feature discovery and retention.
• Excellent communication and project management skills for cross-functional collaboration.
• Understanding of event tracking, custom attributes, feature instrumentation, and basic JavaScript.
• Familiarity with tools like Amplitude, Mixpanel, Salesforce, or Segment.

Nice to have

• Gainsight PX certification.
• Experience in SaaS or product-led organizations.
• Prior roles in product operations, growth, or customer insights.

Culture & Benefits

• Generous health, dental, and vision benefits.
• Flexible paid time off and 11 company holidays.
• 401k with matching and parental leave.
• Access to RethinkCare platform for neurodiversity support, professional resilience, and wellbeing.
• Inclusive workplace committed to diversity and equal opportunity.