Engagement Manager

About the Company LightTable is an AI-powered construction document review platform built for preconstruction teams. We automate cross-document conflict detection across the complex, multi-party workflows that define how data centers and large commercial projects are designed and built. We recently closed our Series A led by Innovation Endeavors and are in active enterprise deployments with some of the largest GCs and data center builders in the country. We move fast, we care about leverage, and we build with AI. We do this not just for our customers, but internally too. You’ll find a hard working team that will give you an incredible opportunity to quickly grow in your career. About the Role Bringing an enterprise customer onto LightTable is not a technical lift; it is a change management effort. Our clients have run their processes the same way for twenty years, and our job is to understand those processes deeply, co-design a new workflow with them, win executive buy-in, and bring their teams along. You will be the orchestrator of that engagement: the person who owns the relationship, drives the change, and pulls in the right resources from our AEC specialists and our product and engineering teams to make each client successful. Think of it as part customer success, party management consultant, taking a product and driving real value with it. This is a first-of-its-kind hire for us. You will carry a focused set of accounts rather than a long list, so you can go deep with each client, and we will refine the role together as we learn. What You'll Do - Build the customer success function from scratch: design playbooks, onboarding frameworks, and escalation processes before headcount grows. - own each engagement from contract signature onward. You take the handoff from the AE, who steps back once implementation begins, and from there you are the client's primary owner, setting the tone and making sure every experience with LightTable earns their trust. - Drive the change management at the heart of each deployment: learn how the client has worked for the past twenty years, co-design a new workflow with them and our AEC specialists, secure executive buy-in, and train and onboard their teams to the new way of working. - Align on outcomes, not just timelines. Define and communicate what success looks like for each client, tied to the specific reasons they bought LightTable, and build a shared roadmap to get there. - Run regular check-ins that go beyond status updates. Ask the hard questions: are you seeing the results you expected? Is this working for your team? Work with your colleagues to close the gap when the answer is no. - Own the post-sales relationship end to end: capture usage, track metrics, and monitor relationship health, staying close to stakeholder engagement and client sentiment so you act before small issues become big ones. - Be the voice of the customer back to LightTable. Turn client experiences, friction points, and wins into clear, actionable input that shapes our product and roadmap. - Partner closely with our internal AEC specialists, industry veterans who work across accounts and know these workflows and customers better than anyone, to co-design workflows and drive customer outcomes. - Drive strategic expansion within your accounts. Land-and-expand is the norm here: spot emerging stakeholders and internal groups, take LightTable across new parts of the organization, and help clients understand and adopt new tools to maximize net retention and revenue expansion. Success Metrics Within the first 6 months, success will be measured by: - Customer onboarding time and time-to-first-value for new accounts - Customers have happy consumption of the software - Depth of engagement on your accounts: workflow adoption, executive buy-in, and teams trained on the new way of working - Net retention and expansion revenue across the customer base - Number of structured feedback loops delivered back to product and engineering - Playbooks and processes documented; build with a mix of AI tools and human talent - Overall customer satisfaction (NPS / CSAT) What We're Looking For - Experience: 5–10 years in customer success, engagement management, or consulting at a B2B SaaS/technology company. - Change management chops: You've guided organizations through new workflows and new ways of working, not just supported a tool. You know how to win executive buy-in and bring skeptical teams along. - Builder mindset: You've inherited nothing and built something, including playbooks, processes, onboarding flows, and you can talk about where it went well, and where it failed, but you fixed it. - Consultants toolkit: You operate like a management consultant with a product behind you. You can map a client's existing process, design a better one alongside subject-matter experts, and drive the engagement forward while pulling in resources across the business. - AI-native approach: You have a genuine curiosity about how AI is reshaping construction and a desire to help clients adopt it. You think in systems before you think in headcount. - Commercial instincts: You understand that this is a revenue function. You know how to spot expansion signals, account risk signals, and partner effectively with sales. - Relationship builder: You understand that this role is about building deeper relationships across organizations. You know how to get in front of other groups within the organization to grow multi-stakeholder buy-in. - Communication: Whether you're writing a success plan for a client or a product brief for an engineer, you communicate clearly. You also know when it is best to speak in person or by phone and you take the initiative to do that. Nice to Have - Experience in or adjacent to the construction industry. - Experience working at or building within an early-stage startup. Why Join LightTable AI? - Be part of building an AI-first product alongside world-class engineers and experienced founders. - Ground-floor opportunity with meaningful equity in a fast-growing company. - Real impact — we are partnering with some of the largest developers in the country to improve housing affordability. - Benefits: Comprehensive healthcare, equity grants, take-what-you-need PTO, and a collaborative, mission-driven culture. LightTable participates in the federal E-Verify program. As required, we will verify the identity and employment eligibility of all newly hired employees through E-Verify.