Staff Customer Engagement Manager (Fintech)

TL;DR

Staff Customer Engagement Manager (Fintech): Managing the Lighthouse customer advocacy program to remove friction and influence product strategy with an accent on operational excellence and strategic relationship management. Focus on driving customer growth, retention, and seamless execution across a matrixed organization.

Location: Must be based in Mountain View or San Francisco, CA

Salary: $169,000 - $229,000

Company

Global financial technology platform powering prosperity for 100 million customers via products like TurboTax, Credit Karma, QuickBooks, and Mailchimp.

What you will do

• Own and deepen relationships with key Lighthouse customers, serving as their primary point of contact.
• Advocate internally to reduce friction, remove roadblocks, and influence product and experience improvements.
• Develop and execute operational infrastructure, processes, and engagement playbooks for program growth.
• Identify expansion opportunities and drive retention through proactive engagement and value realization.
• Collaborate with Product, Marketing, Sales, and Analytics to align teams around shared customer outcomes.
• Execute multi-channel outreach strategies to grow Lighthouse participation.

Requirements

• 7+ years in a senior customer-facing role (Operations, Customer Experience, Sales Engineering, or similar).
• Proven success driving growth, retention, and strategic customer outcomes in SaaS and fintech environments.
• Strong executive communication skills and ability to lead without authority in a matrixed organization.
• Bachelor's degree in Business, Marketing, Finance, or equivalent experience.

Nice to have

• Experience with CRM systems such as Salesforce or HubSpot.
• Familiarity with the hirify.global ecosystem.
• Solution consulting experience.

Culture & Benefits

• Competitive compensation package with a strong pay-for-performance approach.
• Eligibility for cash bonuses and equity rewards.
• Comprehensive corporate benefits package.