Partner Engagement Specialist

customer successcustomer supportaccount coordinationSalesforceIntercomcustomer engagementcustomer retentionplatform adoptiondata-informedplaybooksConnected TVadvertising

Key details

Salary

Not specified

Employment type

Full-time

Seniority

Mid-level

Years experience

3-5

Location

United States

Full job description

MNTN is hiring a Partner Engagement Specialist to support customer retention, enablement, and platform adoption for agency partners. The role involves providing timely customer support via Intercom and other channels, proactive outreach post-launch, educating customers on platform features, executing engagement playbooks, monitoring customer signals to identify churn risk, escalating issues, and maintaining accurate account records. Candidates should have 3 years of experience in customer success or related roles, strong written communication, ability to manage multiple customers, data-informed decision-making skills, familiarity with Salesforce and Intercom, strong organizational skills, and adaptability to evolving processes. The position is full-time and remote, based in the United States.

What you'll do

Serve as a day-to-day support contact for a large portfolio of agencies, delivering timely, high-quality guidance through Intercom and other channels, with live support for complex or time-sensitive issues when needed
Proactively engage customers post-launch to reinforce platform best practices, drive adoption, and support successful, repeatable usage
Educate customers on platform features and workflows while guiding them toward self-service tools and resources whenever possible
Execute standardized engagement playbooks to increase adoption, reduce risk, and support long-term agency retention & growth
Monitor customer performance, usage, and engagement signals to identify churn risk early and prioritize outreach where it will have the most impact
Escalate sustained risk, complexity, or performance issues through established workflows and partner with internal teams to resolve them
Maintain accurate account records and surface trends or recurring feedback to inform process improvements and customer experience initiatives

Requirements

3 years of experience in customer success, customer support, account coordination, or a related customer-facing role
Strong written communication skills, with the ability to deliver clear, concise guidance at scale through email and in-app messaging
Comfort supporting a high volume of customers and navigating competing priorities effectively
A data-informed mindset, with the ability to interpret usage and performance signals to guide outreach and escalation
Familiarity with tools such as Salesforce, Intercom, or similar customer engagement platforms
Strong organizational skills and attention to detail in a fast-paced environment
Willingness to operate within defined playbooks, workflows, and engagement models while maintaining a customer-first mindset
Adaptability to evolving processes, tooling, and customer needs in a growing organization