Customer Engagement Manager

About Accountability

Accountability is a cloud-based, agency-only financial management platform (ERP). Agencies rely on our platform to manage the profitability of client projects and the overall financial health of their business. Our platform includes comprehensive retainer and project financial workflows, time and expense management, and integrated accounting.

The Role

We are seeking an experienced Customer Engagement Manager to join our growing U.S. team in a hybrid role based in New Jersey. This role combines remote work with regular in-person collaboration (2–3 days per week) at our New Jersey office. You’ll contribute across pre-sales, customer success, implementation support, and client service—building strong relationships with prospects and customers across the U.S. while staying connected with the local team.

Key Responsibilities

Pre-Sales & New Business

• Deliver compelling product demonstrations to prospective clients

• Support the sales team in addressing product questions throughout the sales cycle

• Articulate the platform’s value and differentiation

• Participate in occasional industry events and networking opportunities

Customer Success & Net Retention

• Develop and execute strategies to drive customer adoption and value realization

• Conduct regular business reviews to ensure client ROI

• Identify and pursue expansion opportunities within existing accounts

• Monitor satisfaction metrics and act on customer feedback

• Serve as a trusted advisor aligned to clients’ business goals

Implementation & Onboarding

• Guide new clients through onboarding and configuration

• Collaborate cross-functionally to ensure implementation success

• Deliver tailored training and resources to support adoption

• Ensure clients reach time-to-value quickly and confidently

Customer Service & Support

• Act as the primary contact for client questions and user support

• Troubleshoot issues and escalate as needed to resolve efficiently

• Serve as the liaison between customers and internal teams

• Document interactions and maintain accurate account records

Requirements

• 3 years of experience in customer success, account management, or client services, ideally within SaaS, martech/adtech, or in agency finance

• Familiarity with ERP, accounting systems, or financial software

• Understanding of core accounting workflows, especially in agency environments

• Clear communicator with strong presentation skills

• Experience managing relationships remotely across multiple time zones

• History of meeting retention and upsell goals

• Willingness to travel occasionally within the U.S. for customer meetings and events

• Self-starter with excellent organization and time management

• Bachelor’s degree in business, marketing, accounting, or related field

Preferred Qualifications

• Experience implementing or supporting ERP or accounting platforms

• Background in agency finance, operations, or project accounting

• Knowledge of job costing, project margin, and agency-specific KPIs

What We Offer

• Hybrid work setup (2–3 days per week in our NJ location, remainder remote)

• Flexible scheduling aligned to customer needs

• Competitive salary and growth opportunity

• Professional development and mentorship from experienced team leaders

• Collaborative and fast-paced team environment

• The opportunity to make a real impact in a growing company

Compensation

• Base Salary $70,000 – $80,000 USD per year commensurate with experience
• Benefits: Full-time W2 employment with medical, dental, vision, PTO, paid holidays, and 401(k) plan