We’re looking for a Customer Engagement Lead to join our team and take ownership of our Customer Engagement Operations (CSOps). Reporting into Product, you will lead and develop a team of Customer Engagement Specialists while also directly supporting our customers and building scalable systems. This role is both strategic and hands-on: you’ll coach the team, improve processes, surface customer insights, and ensure we deliver exceptional, consistent experiences across our customer base. You’ll also partner closely with Product and Engineering to improve the platform and help shape how we scale. This is a full-time position that will be based out of New York City.
What You Will Do
Lead, coach, and develop a team of Customer Engagement Specialists through regular mentorship, 1:1s, and performance guidance
Set clear goals, priorities, and best practices to drive consistency and accountability across customer operations
Take ownership of customer accounts by executing on expansion plans, engaging with the customer in weekly meetings, and conducting providing a world class customer experience
Oversee day-to-day customer engagement, ensuring high-quality support across tickets, user guidance, documentation, and issue escalation
Build and maintain deep expertise in the Levelpath platform, enabling the team to serve as trusted product experts
Design, implement, and optimize scalable processes, workflows, and playbooks to improve operational efficiency
Define and track key metrics to measure team performance, customer health, and engagement effectiveness
Partner with Product and Engineering to share customer insights, report issues, and advocate for customer needs
Identify friction points across the customer journey and ensure customers have the support and resources needed to fully adopt Levelpath
What You Bring to the Table
6–8+ years in customer-facing roles within B2B SaaS
2+ years of team leadership or mentorship experience (formal or informal)
Proven success operating in fast-paced, high-growth environments
Strong problem-solving and decision-making skills - comfortable with ambiguity
Excellent communication skills and confidence engaging with cross-functional stakeholders
Experience building and optimizing processes, playbooks, and operational frameworks
High empathy, strong customer intuition, and a sense of urgency when issues arise
Comfort managing multiple workstreams and prioritizing effectively
BA or BS degree
Willingness to travel to customers as needed
Benefits
100% Medical, dental, and vision insurance
Flexible PTO, Parental Leave, Sick Leave
Competitive compensation and equity package
401k
Commuter benefits
In-office snacks and Friday team lunches
Team-driven happy hours and celebrations
The estimated annual cash salary for this role is $120,000 - $150,000.
Levelpath is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in our workplace.
