Principal Engagement Manager

Role Overview

As a Principal Engagement Manager, you will lead a team of Engagement Managers to drive the successful delivery of our solutions across key accounts. You’ll oversee complex, cross-functional engagements - ensuring consistent execution, high customer satisfaction, and measurable value realization. In partnership with Client Partners and internal teams, you’ll provide strategic oversight, remove execution roadblocks, and elevate delivery excellence at scale.

Ideal candidates bring strong leadership, deep technical expertise, and a proven track record in SaaS delivery or tech consulting environments.

Key Responsibilities

• Customer Lifecycle Management
• Customer Onboarding: Along with the CP, drive kickoff calls and ensure smooth handover from pre-sales. Align on goals, success metrics, and define the path to value.
• Initial Implementation: Own End-to-end deployment; on a need basis, align with with Professional Services and other services teams to deliver timely, high-quality deployments. Act as the customer's internal advocate to drive solution adoption and lay the foundation for long-term success.
• Ongoing Deployments : Lead and manage the complete project lifecycle for client’s ongoing launches, including, initial planning, detailed discovery and a building a plan for the solution. Drive standard rollouts on an ongoing basis.
• Issue Resolution & Support: Proactively own and provide technical / product related support to customers. For complex issues (on a need basis), Coordinate with support, product, and dev teams to resolve issues quickly, provide proactive guidance, and drive continuous improvement.

• Client Relationship Management
• Partner with the Client Partner (CP) as the primary client contact. Join key meetings (e.g., roadmap reviews, QBRs) to build trust and ensure alignment on needs
• Discovery & Needs Mapping: Lead discovery sessions to uncover executive priorities and translate them into actionable problem statements and solutions
• Adoption & Health Monitoring: Conduct admin sessions, demo new features, recommend tech configurations, and proactively identify adoption risks through usage and health reviews.

• Internal Project Management
• Project Management: Drive cross-functional execution to deliver projects on time and to spec. Own and update the client’s Mutual Success Plan.
• Solutioning & Delivery: Define requirements and ensure seamless integration and delivery by collaborating with client and internal tech teams.
• Customer Feedback: Channel feedback to product and services teams; support roadmap communication.
• Stakeholder Communication: Share regular updates, reports, and presentations with clients and internal stakeholders.
• Develop a best-in-class customer value driven team and structures
• Lead, mentor, and develop a high-performing team by providing regular coaching, feedback, and growth opportunities
• Own end-to-end team staffing including headcount planning, recruitment, onboarding, and succession planning
• Foster a culture of ownership, accountability, and continuous learning within the team
• Identify skill gaps and drive initiatives for upskilling, cross-training, and career progression
• Act as a culture champion, role-modeling company values and promoting inclusion, transparency, and psychological safety
• Continually innovate and refine internal playbooks, processes, workflows and systems leveraging first principles as well as industry best practices
• Accelerate customer response time by debottlenecking for the team, as required
• Continuously focus on improving team productivity and customer experience by leveraging AI.

Skills & Role Requirements

• Technical Expertise
• Deep experience in technical delivery, system architecture, configuration workflows, SSO, and sandbox/live environments.
• Knowledge of CRM, BI, LMS, HRIS, CI, and data integration across platforms.
• Comfortable interpreting release notes, diagrams, and handling async/sync system challenges.
• Familiarity with AI tools for day-to-day productivity.
• Business & Executional Skills
• Strong grasp of client business needs, value realization, and strategic alignment.
• Data-driven decision-making; ability to track performance and drive insights.
• Proven project/program management in cross-functional setups.
• Strong analytical and problem solving skills
• Strong client-facing communication, relationship-building, and presentation skills.
• Collaborative mindset to work with CPs, Product, and Support on escalations or bugs.
• Other Requirements
• 10+ years in tech consulting, Professional Services, SaaS delivery, or IT engagement roles.
• Bachelor’s in Computer Science or related field; MBA/advanced degree is a plus.
• Strong exposure to SaaS, CRM, and sales enablement tools.
• Based in Pune or Bangalore (or willing to relocate); willing to travel for key client engagements.
• Prior team and client management experience is a must. Team management experience includes hiring, coaching / mentoring, and building competitive processes and structures

Success Metrics

• Deployment success rate
• Feature adoption velocity
• Implementation Turnaround Time (TAT)
• Time-to-Value
• Product adoption / Monthly Active Users (MAU)
• Customer Satisfaction (CSAT)
• MSP Engagement Score
• Customer Health Score
• % Referenceable Customers
• Gross Revenue Retention (GRR)
• Net Revenue Retention (NRR)