Director of Client Engagement

About the Team

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.

What You'll Own

• 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.

The starting salary for this role is between $200-$265K/year. Your exact offer will vary based on a number of factors including experience level, skillset, market location, and balancing internal equity relative to peers at the company. We recognize that the person we hire may be less experienced, or more senior, than this job description as posted. In these situations, the updated salary range will be communicated with you as a candidate. In addition to cash compensation, Viam offers a comprehensive Total Rewards package that includes equity grants, health benefits, and more.