Principal Engagement Manager

Join our mission to provide governments with exceptional experiences so they can do the same for their communities! What do we do?💥 We empower governments to deliver exceptional citizen experiences. Check out our ‘About Us’ page for a deep dive into our product and what makes us exceptional. How will you help us make an impact? 👩‍💻👨‍💻 Reporting to the Director of Professional Services , the Principal Engagement Manager is Clariti's most senior client-facing delivery leader: a recognized thought leader, trusted executive advisor, and force multiplier for the broader Professional Services organization. Operating at the Expert level across all competency pillars, you won't simply manage implementations - you'll define how they are delivered, shape the frameworks the organization scales with, and mentor the next generation of Clariti delivery talent. While this is not a management role, you will leverage your experience to influence and develop the team. At this level, you see beyond the project to the system. You unlock new business opportunities, forecast trends before they surface, and balance customer, partner, and business priorities with the nuance that comes only from deep institutional knowledge and battle-tested judgment. You hold the attention of executive audiences, navigate the most complex stakeholder dynamics, and build the organizational structures and cultures through which great delivery consistently happens. If you have a proven track record of leading high-visibility, high-risk programs across government and civic technology - and you're driven to shape how a high-growth SaaS company delivers transformation at scale - this role is built for you. As a Principal Engagement Manager at Clariti, you’ll be accountable of: Strategic Delivery Leadership Own the end-to-end delivery of Clariti's most complex, highest-visibility engagements, managing project governance, schedules, budgets, milestones, and success criteria across concurrent implementations with multiple client organizations. Articulate clear delivery vision and strategic priorities to align large, cross-functional teams, including Implementation Consultants, Delivery Architects, Technical Account Managers, and Product and Engineering, ensuring every team has clear authority and targets that ladder up to shared outcomes. Support continuously improving Clariti's repeatable delivery frameworks, structured retrospectives, and customer feedback loops, pioneering innovative solutions where no standard playbook yet exists and driving sustainable process improvement across the PS organization. Anticipate risks and crises before they materialize; proactively devise and execute contingency plans, managing project scope changes and emerging threats with high autonomy and minimal escalation. Executive Advisory & Stakeholder Management Serve as a trusted strategic advisor to the most senior client stakeholders, mayors, CIOs, department directors, and agency heads, building deep relationships before dependencies arise and breaking down barriers between client functions and Clariti teams. Lead recurring executive steering committees and check-ins, connecting project progress to city outcomes in a way that holds the attention of, and inspires, senior audiences, adjusting presentations in real time based on audience reaction and handling challenging Q&As with confidence. Anticipate stakeholders' agendas and potential objections; proactively prepare and deploy effective engagement strategies that gain alignment across competing motivations and diffuse tension before it escalates. Understand and manage the full spectrum of stakeholder interests, across regions, functions, and organizational levels, determining the appropriate style and depth of engagement for every interaction. Delivery Excellence & Quality Champion a delivery culture grounded in structured, data-backed metrics and storytelling, connecting performance to tangible government outcomes such as reduced perm…