Engagement Manager

Competencies

You are a forward-deployed operator: part builder, part strategist, and 100% customer-obsessed.

You're AI-native and thrive as the translator between business goals and technical reality: you structure ambiguous problems, then go one step further and build the answer. You understand data architecture, integrations, and flows enough to get hands-on, and you're an exceptional communicator who can influence C-level stakeholders and lead a room with confidence. You're never satisfied with good enough.

That shows up in how you work:

• You build trust across the org chart, from system admins to the C-suite, and hold your own as a credible counterpart to executives

• You turn ambiguity into a structured plan and keep the engagement laser-focused on customer outcomes, holding the bar on quality and timelines

• You run workshops, map operating models, and pinpoint where AI and agents create the most enterprise value across a commercial team's workflows

• You lead the pod on the ground, raising the people around you, and you have a sharp pulse on which use cases will most move the needle on the customer's retention, expansion, or efficiency goals

• You roll up your sleeves when it matters, configuring, building, and testing, without losing sight of the bigger picture

You've led projects and raised the bar wherever you've been, whether in top-tier consulting or across AI deployment, enterprise implementation, customer success, or RevOps transformation. We hire for trajectory, not tenure.

Trajectory

We are one of the most versatile teams at Planhat and a strategic growth engine: we sit inside our customers' businesses and put AI to work in their commercial teams, turning it into measurable business outcomes. Whether that's a platform activation, an automated workflow, or an AI agent running at scale, you'll own the deployment of our largest customers end to end. Everything you learn in the field feeds back to Sales, CS, Product, Engineering, and Support, so it compounds across the company and the next engagement runs better.

Imagine:

• Leading a multi-stakeholder project to redesign how a customer runs their commercial operations on Planhat, from kickoff through go-live and beyond

• Facilitating a workshop with a CS leadership team to map their core processes, then building the automations and dashboards that make those processes run

• Designing and shipping the agents that handle thousands of customer interactions for one team, then scaling that across an entire organization

• Sitting across from a senior decision-maker to plan the next phase of work, turning a single deployment into an ongoing partnership

In this role you will:

• Lead customer engagements end to end, owning scope, timelines, deliverables, and the outcomes customers measure you by

• Be the trusted expert on your customers' workflows, advising on how to best leverage Planhat and building the solutions that deliver on that advice

• Identify where AI and automation create the most value across a customer's commercial operations and design the use cases that capture it

• Champion change management by guiding organizations through the process and behavioral shifts required to make adoption stick

• Consult strategically with customer executives, functional leaders, and technical teams to align every deployment with business outcomes

• Partner closely with Product and Engineering to codify on-the-ground learnings into the platform, shaping what Planhat builds next

• Contribute to the deployment methodology, building the templates, playbooks, and packaged offerings that raise the standard for the whole team

Definition of Success

Success in this role is the impact you leave on every engagement and the standard you set for the team around you.

• You deliver complex engagements on time, with outcomes customers can measure and build on: faster time-to-value, stronger retention, expanded use

• Senior stakeholders treat you as a trusted advisor, the person they call to bridge their vision and what Planhat can deliver

• Your best work becomes reusable: the blueprints and packaged offerings that raise the bar across the team

• Your on-the-ground learnings get codified into the product, because you partner closely with Product and Engineering