Director, Customer Engagement

About the Team & Role Improving the LiveRamp customer experience has positive business impacts for both our customers and for LiveRamp. Join us as a Director of Customer Engagement as we extend our customer engagement efforts from established, high-touch initiatives to scaled and repeatable efforts that reach the entire customer cohort. This is an extensive role where you will be both a strategist setting the multi-year direction for the function, a builder standing up new programs, and an operator ensuring day-to-day execution lands. You'll partner closely with Sales, Customer Success, Services, Solutions Engineering, Product, Product GTM, and Marketing to design engagement motions including webinars, content series to drive product adoption, and cohort-based programs. The goal is to scale impact across the customer base while preserving the high-touch experience for the accounts that need it most so that every account feels like a strategic customer. Key Responsibilities - Define the multi-year vision and annual roadmap for customer engagement across the three strategic pillars (community, advocacy, and events), balancing continued investment in high-touch programs with new 1:many customer initiatives - Build the business case, budget, and success metrics for scaled engagement programs, and present plans to senior leadership. - Design and launch 1:many programs for personas including expanding to builders/users of LiveRamp solutions (e.g., webinars, communications, cohort onboarding, lifecycle campaigns, events) that extend the value of our high-touch playbook to a broader customer set. - Translate what has worked in high-touch relationships into repeatable frameworks, content, and tools that can operate at scale. - Evaluate and implement the technology and tooling (e.g., engagement platforms, automation, analytics) needed to support scaled programs. - Own end-to-end delivery of engagement programs, from planning through execution to measurement and iteration. - Set and track KPIs for engagement health, adoption, satisfaction, and business impact; report progress regularly to leadership. - Build and manage the operating cadence (roadmaps, planning cycles, retrospectives) that keeps the team accountable and moving. - Partner closely with Customer Success, Sales, Product, Product GTM, and Marketing to align engagement programs with broader customer lifecycle and growth goals. - Serve as a key voice of the customer internally, feeding insights from engagement programs back into product and go-to-market strategy. Basic Qualifications - 8+ years of experience in customer engagement, customer marketing, customer success, or related customer-facing strategy roles, including experience managing high-touch enterprise or strategic accounts. - Demonstrated experience designing and scaling customer programs (e.g., webinars, communities, lifecycle marketing, cohort programs) from the ground up - Experience building and presenting strategic plans, roadmaps, and business cases to senior leadership - Strong cross-functional collaboration skills, with experience partnering across Sales, Customer Success, Product, and Marketing. - Comfort operating at both the strategic (planning, roadmap) and tactical (program execution, day-to-day delivery) levels. Preferred Qualifications - Experience in a B2B SaaS or data/technology company, ideally with a complex customer base spanning enterprise and mid-market/long-tail segments. - Experience with the tools and platforms used to run scaled engagement (e.g., customer marketing automation, community platforms, in-product engagement tools, gainsight-style CS platforms). - Background in customer segmentation and designing tiered engagement models. - Experience standing up a new function or significantly scaling an existing one. - Familiarity with measuring engagement ROI and connecting engagement activity to retention, expansion, or NRR outcomes. The approximate annual base salary range is $146,000 to $181,500. This position is also eligible for variable incentive compensation targeted at 33% of base salary, subject to the terms of the applicable incentive compensation plan. Accordingly, the on-target earnings (OTE) range for this role is approximately $194,180 to $241,395, assuming achievement of target performance goals. Actual compensation will depend on a number of factors, including the applicant's experience, knowledge, skills, abilities, geography, performance, and internal equity among our team. This is a hybrid, 2 days a week in-office position in San Francisco, New York City, or Seattle. Benefits: - People: Work with talented, collaborative, and friendly people who love what they do. - Fun: We host in-person and virtual events such as game nights, happy hours, camping trips, and sports leagues. - Work/Life Harmony: Flexible paid time off, paid holidays, options for working from home, and paid parental leave. - Comprehensive Benefits Package: LiveRamp offers a comprehensive benefits package designed to help you be your best self in your personal and professional lives. Our benefits package offers medical, dental, vision, life and disability, an employee assistance program, voluntary benefits as well as perks programs for your healthy lifestyle, career growth and more. - Savings: Our 401K matching plan-1:1 match up to 4% of salary-helps you plan ahead.