conduct - Founding Engagement Manager

• As the founding Engagement Manager, you’ll be the person customers think of as “Conduct” once the contract is signed, owning the day to day relationship that keeps each account healthy, supported, and moving forward. You’ll be the go to contact they trust and message, making the product feel real and valuable in their everyday work. At the same time, you’ll build the enablement engine behind the scenes, onboarding flows, operating rhythms, tooling, and reusable assets, so great service becomes a repeatable system and the customer function scales without needing headcount to grow linearly. • Maintain lightweight, high-frequency relationships with key stakeholders in each account , including informal channels like texting where appropriate. • Own core relationship/account management: regular check-ins, expectation-setting, escalation handling, and follow-through. • Identify upsell and expansion opportunities. • Build and improve internal tooling, onboarding flows, documentation, and automations to reduce manual overhead and avoid CS scaling linearly with customer count. • Evaluate and implement modern customer success tooling (e.g., interactive onboarding that guides users through in-product workflows). • CANDIDATE PROFILE • You’ll thrive in this role if you like being close to customers and you get a kick out of building the machine behind the work. You’re the kind of person who naturally creates structure: you turn messy threads into next steps, you spot repeat problems and fix them once, and you’re comfortable owning outcomes without waiting for perfect instructions. • You can manage multiple accounts initially and, as tooling and onboarding improve, help push that toward ~15–20 accounts without a drop in customer experience. • Stakeholders trust you and respond quickly; you have strong relationships with the real day-to-day owners of success inside each account. • Issues don’t linger: customers get crisp updates, clear next steps, and fast resolution paths. • Expansion opportunities are spotted early and surfaced cleanly (without being pushy or derailing delivery). • The engagement machine gets better over time: more self-serve onboarding, better docs, more automation, fewer repeated manual tasks. • THIS ROLE ISN’T FOR YOU IF… • You prefer established CS orgs with mature processes already in place, and you’re not excited to build tooling and mechanisms from scratch. • Your CS style is primarily “churn prevention in a fixed playbook,” rather than proactive relationship ownership + operational building. • You don’t enjoy ambiguity, context-switching, and being accountable for both customer outcomes and the internal systems behind them. • You’re uncomfortable with informal, high-tempo customer communication (e.g., quick stakeholder texting) when appropriate. • WORKING AT CONDUCT • We’re a high-energy, high-trust team with big ambitions. Our culture blends focus, intensity, and humour: we’re serious about impact, but never take ourselves too seriously. We’re here to build a generational company, and we know that means pushing past limits whilst enjoying the ride together. • In our Fitzrovia office, collaboration is fast and constant. Everyone owns their outcomes and takes initiative, but we succeed only as a team. We believe in learning fast, supporting each other radically, and finding joy in the process. • We know that building a company is a journey that we are all on together - whether you’re a Co-Founder, an early hire, or a future colleague - and we are intentional about growing together as a team and as individuals. We therefore work with Diana Chapman https://www.dianachapman.com/, one of the world’s most renowned leadership coaches, to bring the principles of her Conscious Leadership movement into how we work as an organisation through company-wide executive coaching.