Customer Engagement Manager

At MNTN, we put our people first, full stop. This allows our company culture to be defined by our team members and their shared values, like trust, ambition, quality, radical honesty, and compassionate leadership. It’s why we all really love working for the Hardest Working Software in Television™ (and also why we were named one of Ad Age’s Best Places To Work in 2024.)

We pride ourselves on bringing unrivaled performance and simplicity to Connected TV advertising. Our self-serve technology makes running TV ads as easy as search and social, helping brands drive measurable conversions, revenue, site visits, and more. It’s what led MNTN to being named one of Fast Company's Most Innovative Companies in 2023. You can learn more about us and everything we do by visiting https://mountain.com/.

We’re committed to innovation that empowers, not replaces. At MNTN, AI is a tool for growth, enhancing efficiency while keeping a people-first approach. Our goal is to streamline workflows and drive new solutions—without compromising the human element that makes our company great.

So if wanting to do more, own more, and make a bigger impact comes naturally to you, then you may be the person we're looking for to join us in our next stage of growth.

As a Customer Engagement Manager, you’ll play an instrumental role in shaping our customer relationships. The CEM is responsible for driving customer satisfaction, product adoption, and retention by building relationships with customers and ensuring they derive maximum value from the MNTN platform. Acting as a trusted advisor, you will guide customers through the in-app onboarding experience, address challenges, and proactively identify opportunities to optimize platform usage. By closely monitoring customer engagement, you will develop strategies to enhance product utilization, mitigate churn, and foster long-term loyalty. Success in this role will be measured by your ability to drive product adoption and engagement while meeting or exceeding customer success team revenue and retention targets.

If you’re passionate about empowering customers, providing tailored support to specialized brands and solving core business challenges in a fast-paced, growth-focused environment, we want to hear from you.

What You’ll Do:

• Serve as the primary point of contact for customers, providing strategic guidance and supporting campaign success.

• Guide customers through onboarding and in-app experiences, helping them define success metrics and establish a strong foundation.

• Act as a trusted advisor by leveraging deep knowledge of the MNTN customer journey to support customers at every stage.

• Proactively identify at-risk customers using usage and engagement data and implement targeted retention strategies.

• Partner with internal teams to develop and execute customer-specific playbooks that drive adoption and reduce churn.

• Drive deeper platform engagement by promoting key features, best practices, and self-service resources.

• Translate customer performance and usage data into actionable insights aligned with customer goals.

• Maintain visibility into customer progress and milestones, proactively addressing roadblocks and escalations.

What You’ll Bring to the Table:

• 4+ years of experience in customer success, account management, or a similar customer-facing role, ideally within AdTech, MarTech, or a related field.

• Exceptional communication skills, with the ability to craft engaging and scalable content for email and in-app communications.

• A data-driven mindset, with experience using customer performance and usage data to inform decisions and optimize strategies.

• Confidence in leading customer calls, especially in escalated or high-stakes situations.

• Proficiency with Salesforce, Intercom, or similar platforms.

• Proven ability to collaborate effectively across teams, including Marketing, Product, and Operations.

• Strong attention to detail with the ability to balance efficiency and quality in a fast-paced environment.

• Adaptability to evolving processes, platforms, and customer needs, thriving in an innovative and dynamic work environment.

MNTN Perks:

• 100% remote within the US

• Flexible vacation policy

• Annual vacation allowance for travel related expenses

• Three-day weekend every month of the year

• Competitive compensation

• 100% healthcare coverage

• 401k plan

• Flexible Spending Account (FSA) for dependent, medical, and dental care

• Access to coaching, therapy, and professional development

About MNTN:

Our recruiters will always reach out using an email address ending with @mountain.com OR @mntn.com. If you’re contacted by someone without that address and they mention a Reference Code (which we never use), then that ain’t us folks. Tell those trolls to take a hike–you’re waiting to climb a MNTN.

MNTN provides advertising software for brands to reach their audience across Connected TV, web, and mobile. MNTN Performance TV has redefined what it means to advertise on television, transforming Connected TV into a direct-response, performance marketing channel. Our web retargeting has been leveraged by thousands of top brands for over a decade, driving billions of dollars in revenue.

Our solutions give advertisers total transparency and complete control over their campaigns all with the fastest go-live in the industry. As a result, thousands of top brands have partnered with MNTN, including Tarte, Decked, and National University.

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