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Hazel Health · 4 weeks ago

Customer Engagement Platforms Manager

United States

Full-time

Remote

Mid Level

$105K/yr - $124K/yr

3+ years exp

Hazel Health is dedicated to enhancing pediatric and family mental health care by providing evidence-based support to children and families. The Customer Engagement Platforms Manager will be responsible for managing the Gainsight platform, optimizing customer engagement strategies, and collaborating with cross-functional teams to improve the customer journey. This role combines technical platform ownership with strategic program execution, aimed at fostering strong relationships with school partners and internal stakeholders.

EducationHealth Care

Growth Opportunities

Responsibilities

Own the implementation, configuration, and ongoing optimization of Gainsight

Design and maintain data models, integrations, health scoring, and lifecycle frameworks

Partner with CS, services, sales and Technology teams to ensure data accuracy and system scalability

Build dashboards and reporting to surface actionable insights for leadership and frontline teams

Establish documentation, best practices, and governance for platform usage

Work with leadership team and end users to identify priorities and needs related to improving the efficiency and effectiveness of activities within the customer journey

Design, build and implement processes and workflows in Gainsight that align to documented priorities

Manage data architecture of Gainsight, as well as other connected systems, with data governance as a top priority

Serve as the subject matter expert for customer operations processes and systems and lead end user education and enablement activities

Implement and manage a cyclical feedback process for improving processes and systems, as well as a transparent system for communicating updates

Design and manage customer engagement programs, including in-app journeys, email campaigns, and lifecycle workflows

Partner with Customer Success, Marketing, and Support to develop content and messaging strategies aligned with the customer lifecycle

Build segmentation strategies to deliver targeted, relevant communications

Measure engagement performance and continuously optimize via testing and analytics

Serve as the center of excellence for engagement programs and customer journey orchestration

Act as the internal expert and strategic partner for engagement platforms

Train and enable CS and Operations teams on using Gainsight effectively

Help define future team structure, hiring needs, and workflows

Influence roadmap prioritization based on customer data and business goals

Qualification

Gainsight administrationCustomer engagement strategyData governanceData fluencyCross-functional collaborationCampaign executionHealthcare experienceSalesforce familiarityLeadershipMentoring