Customer Engagement Manager

Deliverance AI is building an Enterprise AI Operating System serving large regulated organisations in pharma, financial services, and telecoms. The Customer Engagement Manager is the primary relationship owner for enterprise client engagements, responsible for guiding clients from initial launch through ongoing operations to expansion. The role blends customer success, project coordination, and commercial awareness to drive retention and revenue growth. This position sits within the Forward Deployed Engineering team and reports to the FDE Lead.

Responsibilities

• Own the client relationship across the full customer journey: launch, operations, and scale
• Coordinate delivery pods and manage communication with client stakeholders
• Run quarterly business reviews including performance and ROI reporting
• Drive tier upgrades, new domain expansions, and renewal negotiations
• Monitor engagement health and CSAT scores, flagging expansion signals to commercial teams
• Act as escalation point for delivery issues and route client insights back to the product team

Requirements

• 3–6 years of experience in customer success, engagement management, or account management within B2B technology
• Proven ability to manage complex, multi-stakeholder technical engagements
• Strong project coordination skills: deliverables, timelines, status reporting, and escalation management
• Excellent relationship-building capability at VP/director level

Nice to have

• Understanding of AI or data services delivery
• Experience with retention metrics, renewal forecasting, and expansion pipeline management
• Consulting or professional services background