Customer Engagement Manager

RethinkFirst was founded in 2007 with a mission to provide scalable, evidence-based autism treatment training tools and caregiver supports to an underserved population. In 2010, Rethink launched its first solution, a suite of special needs and behavior management offerings, to support K-12 education. Over time, we expanded our offerings to support the entire behavioral health community by adding solutions in the employer (RethinkCare), provider (RethinkBH), and payor (RethinkFutures) industries, and to drive whole child wellness and success in education (RethinkEd). 

Today, we’re proud to have almost 500 team members working to support over 2,000 customers worldwide as we work together to support our communities and help every individual reach their potential. 

Over the past fifteen years, RethinkFirst’s mission has evolved to transform the behavioral health landscape by inspiring and empowering all individuals with behavioral health challenges and those who support them. We continue to focus on the future of transforming behavioral health through data science, analytics, and enabling value-based care. With patent-pending solutions and the largest published ASD dataset, RethinkFirst can focus on improving outcomes and having a positive impact on the millions of lives it supports.   

Overview:

We are seeking a skilled Gainsight PX reporting & analytics expert who specializes in designing, implementing, and optimizing NPS, in-app engagements, and behavior-based product campaigns. The ideal candidate will have deep experience with Gainsight PX, strong product analytics expertise, and the ability to turn user behavior into actionable insights and personalized product experiences. This role is critical to advancing our customer experience and product adoption strategy through data-driven, real-time engagement.

Key Responsibilities:

• Behavioral Campaign Design & Execution:
  • Lead the creation, execution, and optimization of in-app engagements (e.g., guides, surveys, tooltips, banners) using Gainsight PX.
  • Define and implement strategies to track product usage, feature adoption, and user journey behaviors to trigger relevant experiences and nudges.
  • Design and manage NPS and other in-app surveys to gather user sentiment and inform product and CX strategies.
• Gainsight PX Expertise:
  • Serve as the in-house Gainsight PX expert, owning the setup, configuration, and optimization of product telemetry and campaign targeting.
  • Partner closely with Product, Marketing, and Customer Success teams to ensure PX is tightly integrated with other tools and systems (e.g., Segment, Salesforce, Mixpanel, Amplitude).
  • Leverage PX features such as feature instrumentation, audience segmentation, and engagement analytics to create personalized, scalable experiences.
• Product Analytics & Optimization:
  • Analyze user behavior and product telemetry to uncover trends and drive engagement strategy.
  • Apply segmentation, cohort analysis, A/B testing, and funnel analysis to refine campaigns and improve product adoption and retention.
  • Develop dashboards and reports to track the effectiveness of in-app campaigns and user engagement metrics.
• Customer Insights & Feedback Loops:
  • Use PX data to understand user behavior and identify friction points in the product experience.
  • Collaborate with Product Managers to inform roadmap prioritization based on user engagement data and feedback.
  • Implement feedback loops through in-app surveys and behavior tracking to continuously improve the user experience.
• Cross-Functional Collaboration:
  • Act as the bridge between Product, Engineering, Marketing, and CS to align PX strategies with overall customer and product goals.
  • Educate stakeholders on Gainsight PX capabilities and champion best practices for product-led engagement.
  • Provide training and guidance to team members to increase adoption of PX insights and tools.
• Reporting & Communication:
  • Build and deliver regular reports and insights to leadership on PX campaign performance, product usage patterns, and NPS trends.
  • Present findings and strategic recommendations in a clear, compelling manner to both technical and non-technical stakeholders.

Required Skills and Qualifications:

• Gainsight PX Experience:
  • Hands-on experience using Gainsight PX to build in-app engagements, segment users, analyze product usage, and capture NPS.
  • Understanding of event tracking, custom attributes, and feature instrumentation.
• Product Analytics Expertise:
  • Strong analytical mindset with experience in product data analysis, especially related to feature adoption, funnels, and user engagement.
  • Familiarity with tools such as Amplitude, Mixpanel, Tableau, Power BI, or similar is a plus.
• Behavior-Based Engagement:
  • Proven ability to develop and manage behavior-triggered in-app campaigns that drive feature discovery and retention.
  • Experience with NPS collection and analysis within a product environment.
• Communication & Project Management:
  • Excellent communication skills with the ability to present insights and recommendations clearly.
  • Strong project management skills, able to manage multiple initiatives and stakeholders in a fast-paced environment.
• Technical Proficiency:
  • Understanding of basic JavaScript and browser dev tools is helpful for event instrumentation and troubleshooting.
  • Familiarity with CRM or CDP systems such as Salesforce or Segment is a plus.

Preferred Qualifications:

• Gainsight PX certification (or equivalent) preferred.
• Experience working in a SaaS or product-led organization.
• Prior experience in product operations, growth, or customer insights roles focused on driving product adoption and engagement.

Benefits

• Generous health, dental, & vision benefits package 

• Flexible paid time off    

• 11 paid company holidays 

• 401k + matching 

• Parental leave 

• Access to our award-winning RethinkCare platform supporting neurodiversity in the workplace through parental success, professional resilience, and personal wellbeing.  

Location: Remote opportunities are available to candidates who reside in the following states: AL, AZ, CT, FL, GA, HI, IA, IL, IN, KY, LA, MD, MA, MI, MN, MO, MT, NC, NE, NH, NJ, NV, OH, OR, PA, RI, TN, TX, VA, WA, WI, WY

Our commitment to an inclusive workplace 

RethinkFirst is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities. 

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