Engagement Manager

About the Role

We’re hiring an Engagement Manager on our Delivery Team to play a foundational role in helping our customers achieve success and become passionate, lifelong partners. As a member of our Delivery team, you’ll own the account plan, care for our customers, and ensure an exceptional customer experience.

You're the ultimate all-rounder: a hybrid Customer Success and Technical Project Manager who leads a cross-functional team to deliver value. Day-to-day, you will manage the customer relationship, deliver AI/ML solutions, use data to refine processes, align internal resources, and triage customer issues. All of this serves an ultimate goal of delivering outsize value in supporting our customer’s AI/ML objectives.

You bias toward finding not just one-off solutions, but repeatable and scalable ways to ensure we continually deliver on customer objectives. You have a track record of managing active customers, in addition to driving renewals and supporting sales teams managing upsells. And you are naturally empathetic and excel at building long-term relationships through diligent problem solving and thoughtful, strategic discussions.

What You'll Do

• Customer Success
• Oversee onboarding and successful implementation for your accounts.
• Manage customer relationships from executives to end users.
• Work directly with customers’ engineering teams and end users to answer questions and resolve issues with our products and solutions.
• Leadership and Project Management
• Develop a plan to deliver all project work above expectation, within budget/margin and ahead of schedule.
• Lead a cross-functional project team to exceed the customer’s AI/ML objectives (indirect supervision).
• Grow our opportunities and business
• Manage the long-term health of the customer base by identifying and getting ahead of risks and concerns.
• Identify and act on opportunities to improve our delivery motion.
• Find strategic ways to make customer success repeatable and solve problems for future customers.

What We’re Looking for

• Active Top Secret clearance, or eligibility to obtain one.
• At least 6 years of work experience, including a customer-facing technical program management role in industry, professional services, engagement management, or government.
• A technical background (education or professional experience in CS, Economics, Statistics, or Engineering).
• Prior experience in logistics or sustainment operations.
• A proven track record in B2B client-facing roles and growing client relationships.
• A basic understanding of software development.
• Strong cross-functional experience and collaboration skills.
• Excellent verbal and written communication.
• A track record of structured, analytics-driven problem solving.
• A history of diligence and organization across multiple workstreams.
• Willingness to travel at least 50% of the time.

Bonus Points

• Prior experience at an API technology company and / or managing technical customers using an API
• Prior experience delivering technical solutions to government customers

Mission and Identity

We are building the system that enables faster, smarter logistics decisions in contested environments, and we're doing it with a team of seasoned entrepreneurs, operators, and technologists who have built and scaled solutions in this space before. We hold ourselves to an extremely high standard. We value clear thinking, direct communication, and the kind of ownership that doesn't stop until something actually works.

• Our mission is to create decision advantage when the stakes are the highest.
• If we succeed, the system doesn't just run; it gets smarter.
• We're not building AI for its own sake.
• We're building it because faster, smarter decisions in the most demanding environments on earth can't wait.
• If you want to work somewhere the stakes are real and the mission is urgent - you'll fit in here.

Compensation

Gallatin offers competitive compensation commensurate with experience. Actual compensation may vary based on experience, skills, and location. In addition to base salary, we offer a generous equity grant, full healthcare coverage, 401k, unlimited PTO, and the perks of working in a high-caliber, mission-driven environment.

This position may require the ability to obtain and maintain a U.S. government security clearance. The successful candidate must be able to work in a classified environment when necessary.

We comply with the United States Department of Labor's Pay Transparency provision

Note: Due to the nature of certain government contracts held by this organization, U.S. citizenship is a requirement for all positions at Gallatin. Proof of citizenship will be required prior to employment if selected.