Customer Engagement Specialist

As a Customer Engagement Specialist, you will play a key role in supporting customer retention and platform adoption across a broad portfolio of customers. This role is focused on delivering consistent, reliable, and timely customer support through a combination of reactive assistance, proactive outreach, and standardized engagement practices.

Customer Engagement Specialists operate within established engagement models, playbooks, and workflows to ensure customers receive the right level of support at the right time. Using customer signals such as performance trends, usage patterns, and lifecycle indicators, CES team members help identify risk, reinforce best practices, and guide customers toward successful outcomes on the MNTN platform.

This role is ideal for individuals who are comfortable supporting many customers at once, can exercise sound judgment about when to engage or escalate, and enjoy using data and prioritization to drive meaningful impact at scale.

What you’ll do

• Serve as a day-to-day support contact for a large portfolio of customers, delivering timely, high-quality guidance through Intercom and other channels, with live support for complex or time-sensitive issues when needed
• Proactively engage customers post-launch to reinforce platform best practices, drive adoption, and support successful, repeatable usage
  Execute standardized engagement playbooks to increase adoption, reduce risk, and support long-term retention
• Monitor customer performance, usage, and engagement signals to identify churn risk early and prioritize outreach where it will have the most impact
• Escalate sustained risk, complexity, or performance issues through established workflows and partner with internal teams to resolve them
• Educate customers on platform features and workflows while guiding them toward self-service tools and resources whenever possible
• Maintain accurate account records and surface trends or recurring feedback to inform process improvements and customer experience initiatives

What success looks like

• Customers move smoothly through key stages of the MNTN journey with minimal friction.
• Retention improves as risk signals are identified early and addressed promptly.
• Engagement with core platform features and self-service tools increases, reinforcing stable usage.
• Proactive outreach prevents issues from escalating and reduces avoidable churn.
• Customers feel supported, informed, and confident using the MNTN platform.
• Customer trends and recurring feedback are surfaced to strengthen playbooks and team performance.

What you’ll bring

• 3 years of experience in customer success, customer support, account coordination, or a related customer-facing role.
• Strong written communication skills, with the ability to deliver clear, concise guidance at scale through email and in-app messaging.
• Comfort supporting a high volume of customers and navigating competing priorities effectively.
• A data-informed mindset, with the ability to interpret usage and performance signals to guide outreach and escalation.
• Familiarity with tools such as Salesforce, Intercom, or similar customer engagement platforms.
• Strong organizational skills and attention to detail in a fast-paced environment.
• Willingness to operate within defined playbooks, workflows, and engagement models while maintaining a customer-first mindset.
• Adaptability to evolving processes, tooling, and customer needs in a growing organization.