Principal Customer Engagement Specialist

The Principal Customer Engagement Specialist is a senior-level role responsible for driving strategic customer engagement initiatives strengthening long-term client relationships and ensuring exceptional customer experiences across the organization. This position serves as a subject matter expert and strategic advisor partnering with internal teams and key customers to optimize engagement strategies retention and overall satisfaction.

The role requires strong leadership advanced communication skills and the ability to influence outcomes in a fully remote environment.

This position is exclusively open to candidates who currently reside in the United States and are legally authorized to work in the U.S. Applications from individuals residing outside the United States will be rejected.

Key Responsibilities:

Lead and execute strategic customer engagement programs aligned with organizational goals

Serve as a senior point of contact for key and complex customer relationships

Analyze customer feedback engagement metrics and performance data to identify trends and opportunities

Partner with sales product marketing and support teams to improve customer journey and experience

Develop and maintain engagement frameworks best practices and service standards

Proactively identify risks to customer satisfaction and retention and drive mitigation strategies

Prepare and deliver executive-level customer reports insights and recommendations

Mentor and guide junior and mid-level customer engagement team members

Support continuous improvement initiatives and customer-centric culture development

Required Qualifications:

Bachelors degree in Business Administration Marketing Communications or a related field

812 years of experience in customer engagement customer success account management or client services

Demonstrated experience managing strategic or enterprise-level customer relationships

Strong analytical problem-solving and decision-making skills

Exceptional written verbal and executive-level communication abilities

Proven ability to influence cross-functional teams and senior stakeholders

Experience working in remote or distributed team environments

Preferred Qualifications:

Masters degree in Business Administration or a related discipline

Experience in SaaS technology financial services or enterprise environments

Familiarity with customer engagement platforms CRM systems and analytics tools

Experience leading change management or customer transformation initiatives

Compensation:

Annual Salary Range: $125000 $165000 USD commensurate with experience leadership scope and geographic location

Benefits:

Comprehensive medical dental and vision insurance

401(k) retirement plan with employer matching

Paid time off paid holidays and sick leave

Life short-term and long-term disability insurance

Flexible remote work arrangement

Professional development leadership training and certification reimbursement

Employee wellness and assistance programs

Performance-based bonus eligibility (where applicable)

Work Authorization & Residency Requirement:

Must be legally authorized to work in the United States

Must currently reside within the United States

Applications from candidates outside the U.S. will not be considered