Customer Communications & Engagement Manager

Customer Communications & Engagement Manager Location: Bengalore Exp:4+Yrs We are seeking a proactive and customer-focused Customer Communications & Engagement Manager to own all customer-facing operational communications. This role will ensure customers receive timely, clear, and professional communication across incidents, maintenance activities, product releases, service updates, and governance programs.
Acting as the bridge between customers and internal teams, you will drive communication excellence, enhance customer confidence, and ensure a consistent customer experience throughout the service lifecycle.
Key Responsibilities
Own and manage all customer-facing operational communications.
Lead communications during major incidents, service disruptions, and critical escalations.
Coordinate planned maintenance, release, and product update communications.
Develop customer-facing content including release notes, service advisories, executive updates, and newsletters.
Support customer governance activities, including service reviews and business reviews.
Ensure communication is accurate, timely, consistent, and aligned with company standards.
Act as the primary liaison between Customer Success, Support, Operations, Engineering, Product, and customers.
Gather customer feedback and drive improvements to communication processes and customer engagement.
Required Experience & Skills
Experience in Customer Communications, Service Delivery, Customer Success, Operations, or a related customer-facing role.
Exceptional written and verbal communication skills.
Experience managing communications during incidents and operational events.
Ability to translate complex technical information into clear business-friendly messaging.
Strong stakeholder (internal & external) management and cross-functional collaboration skills.
Experience working with enterprise customers in a SaaS or technology environment.
Success in this Role
Customers and customer facing teams are consistently informed, engaged, and confident in our services.
Communications during incidents and changes are timely, transparent, and effective.
Customer satisfaction and trust improve through proactive engagement.
Internal teams rely on you to ensure a professional and consistent customer communication experience.