Director of Client Engagement

About the role

New York, NY (Hybrid, 3+ days per week in office) The Client Engagement team will own post-sale outcomes for Viam's platform customers, including current accounts and the next wave of customers landing through 2026. The team sits between Sales, Product, and Engineering. You will partner closely with Enterprise Sales on expansion, and with Product and Engineering on what customers need to succeed.

Responsibilities

• Build and run the end-to-end client engagement function for Viam's platform customers. You'll set and maintain a high bar for technical expertise and delivery excellence for your team and drive customer retention and expansion.
• Manage and develop a small team. Set the bar for what excellent client engagement looks like at Viam, and coach the team to meet it.
• Build strong customer relationships across the portfolio. Surface risks early, before they show up as customer complaints.
• Be the voice of the customer back into Product and Engineering. You do not own the product roadmap, but you own the feedback loop that shapes it.
• Partner with Sales on expansion. When a customer is ready to grow, you and the AE define the path together; you are accountable for the technical and delivery side of that path landing well.
• What You Bring
• 8+ years leading a post-sale, client engagement, or forward-deployed function at a B2B technical product company, with at least 3 years in a management role. You have managed Forward Deployed Engineers, Solutions Engineers, Professional Services, or Customer Engineering.
• Comfortable in technical environments. You don't need to write code, but you can hold your own with engineers and customer technical teams.
• Accountability for both retention and expansion across a portfolio of strategic accounts. You can describe a specific customer you saved, a specific customer you expanded, and the operating habits that produced both outcomes.
• Comfort operating across multiple industries and customer profiles in the same role. Viam's customers span a wide range of unique use cases and technical challenges.
• Full-time Benefits
• Viam's base salary range for this role is posted above. In addition to cash compensation, Viam offers a comprehensive Total Rewards package that includes equity grants, health benefits, and more.
• 100% covered medical/dental/vision insurance plans, commuter benefits
• 25 days paid vacation and generous holiday observances
• Free lunch every day that you're in the office
• One Medical Membership
• Citi Bike memberships
• Monthly wellness stipend to be used for a variety of fitness-related items like gym memberships, fitness classes, fitness equipment, and more
• Paid parental leave
• Reproductive Health Benefits, including Fertility Benefits and Abortion Access Travel Benefits
• Yearly Learning and Development Budget for your own personal learning goals
• Values:
• Vision Driven
• Collaborate Openly
• Act Decisively
• Succeed Through Diversity
• Hold Ourselves Accountable
• Lead with Curiosity
• To all recruitment agencies:
• Viam does not accept unsolicited agency resumes or calls from recruitment agencies or search firms. Please do not forward resumes to our jobs alias or Viam employees. Viam is not responsible for any fees related to unsolicited resumes.

Benefits

Additional Information

About Viam Founded by Eliot Horowitz, co-founder and former CTO of MongoDB, Viam is a novel robotics engineering platform that lets you configure, control, and manage robots intuitively and quickly. We're inspiring a generation of engineers to solve complicated automation problems with our uniquely powerful suite of software tools. We're a ~100-person company headquartered in New York City.

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