Customer Engagement Platforms Manager

Hazel Health & Little Otter have joined forces to deliver comprehensive services to the children and families we serve, learn more here.

We’re building the future of pediatric and family mental health care - delivering high-quality, evidence-based support to children and families at home, in schools, and in their communities. Following the merger of two leading digital mental health organizations, we are combining our strengths to expand access, improve outcomes, and redefine how families experience care.

Helping students and their families feel better takes a team of smart, dedicated people. As an integral member of the Hazel team, you will

• Make an Impact: Work with a team that is increasing equitable access to quality health care experiences for students and their families.
• Enable Scale: Work with a team that is building and professionalizing a high growth high impact social enterprise.
• Feel Valued: Work with a team that is being compensated competitively, developed professionally, and celebrated frequently for making a meaningful difference.

Check us out at Hazel Health Careers. 

The Role:

We are looking for a dynamic, data-driven individual with strong technical tenacity and an operations-aligned skillset to join our Customer Operations team as a Customer Engagement Platforms Manager

In this role you will serve as a cross-functional team member responsible for systems and processes that drive the business objectives of our Customer Operations team. You will serve as the primary administrator for our customer success solution, Gainsight, ensuring optimization of system functionalities in alignment with our key outcomes. In addition to administrating Gainsight, you will manage additional data solutions with an eye toward effective data governance. Lastly, you will train the customer operations team on the enablement of new processes, workflows, and system updates.

We’re looking for a Customer Engagement Platforms Manager to own our Gainsight platform and bring our engagement strategy to life. This role blends technical platform ownership with campaign strategy and execution.

You’ll be responsible for building and managing the backend of Gainsight while also designing and launching data-driven engagement programs that strengthen relationships with school partners and internal stakeholders. Over time, this role is expected to grow into a team leadership position as the function expands.

This is an ideal role for someone who enjoys both systems thinking and creative execution — part architect, part operator, part strategist.

Location: Remote

What You’ll Do:

Platform Ownership & Systems Development

• 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

Engagement & Program Strategy

• 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.
  
  

Leadership & Cross-Functional Collaboration

• 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.

Minimum Requirements

• 3+ years of experience in Customer Success Operations, Marketing Operations, or Engagement Platforms.
• Hands-on experience administering Gainsight or a similar customer engagement platform.
• Ability to own systems independently — from configuration to optimization.
• Experience designing and executing engagement campaigns across the customer lifecycle.
• Strong data fluency and comfort working with dashboards, segmentation, and analytics.
• Ability to collaborate cross-functionally and translate strategy into execution.

Preferred Qualifications

• Gainsight Administrator certification.
• Experience working in healthcare and/or education .
• Familiarity with Salesforce or other CRM platforms.
• Experience with customer journey mapping and lifecycle design.
• Prior experience mentoring teammates or leading projects.

If you’re excited about this role but your past experience doesn’t align with every qualification in the job description, we encourage you to apply anyway.

Total compensation for this role is market competitive, with a base salary range of $105,000 - $124,000, a 401k match, healthcare coverage, paid time off, stock options, and a broad range of other benefits and perks. Review our benefits at Hazel Health Benefits.

We believe talent is everywhere, and so is opportunity. While we have physical offices in San Francisco and Dallas, we have embraced working remotely throughout the United States. While some roles may require proximity to our San Francisco or Dallas offices, remote roles can sit in any of the following states: AL, AZ, AR, CA, CO, CT, DC, DE, FL, GA, HI, IL, IN, IA, KY, ME, MD, MA, MI, MN, MS, MO, MT, NE, NV, NJ, NM, NY, NC, OH, OR, PA, RI, SC, TN, TX, UT, VT, VA, WA, and WI. Please only apply if you live and work full-time in one of the states listed above or plan to relocate to one of these states before starting your employment with Hazel. State locations and specifics are subject to change as our hiring requirements shift.

We are committed to creating a diverse, inclusive and equitable workplace. Hazel Health values the minds, experiences and perspectives of people from all walks of life. We are proud to value diversity and be an equal opportunity employer. Hazel will consider qualified applicants with an arrest or conviction record for employment in accordance with state and local laws and "fair chance" ordinances. For all Hazel positions, a criminal background check is required following a contingent offer of employment. Learn more about working with us at Hazel Health Life.