Own the customer engagement platform supporting scaled Customer Success across thousands of customers. Manage automation, AI interactions, lifecycle program execution, audience segmentation, orchestration, monitoring, quality assurance, deliverability, and platform reliability. Measure engagement and operational performance, troubleshoot issues, improve workflows, and collaborate with Marketing Operations, Product Marketing, Customer Success, and GTM Engineering to deliver coordinated onboarding, adoption, renewal, expansion, and win-back experiences.
Senior Manager of Customer Engagement Operations
Reports to: Director, Scaled Customer Success Operations
Location: Remote (U.S.), occasional travel
Run the platform behind scaled Customer Success.
Every customer journey eventually becomes an operational reality.
As Senior Manager, Customer Engagement Operations, you'll make sure those journeys execute reliably across thousands of customers through automation, AI, and thoughtful operational design.
You'll own the engagement platform behind ECI's scaled Customer Success model, ensuring every audience is correctly targeted, every program launches as intended, every AI interaction performs reliably, and every customer receives the right experience at the right time.
Execution at this scale is a competitive advantage. Your work will help ensure every lifecycle program performs consistently while continuously improving through measurement, experimentation, and operational refinement.
What you'll do
- Operate the engagement platform. Own the day-to-day operation of the systems powering digital Customer Success, including automation, AI engagement, orchestration, monitoring, quality assurance, deliverability, and platform reliability.
- Execute lifecycle programs. Launch and manage customer engagement programs spanning onboarding, adoption, education, health recovery, renewal readiness, expansion, and win-back.
- Manage customer orchestration. Own audience segmentation, personalization, suppression logic, channel strategy, sequencing, and scheduling to ensure customers receive relevant, coordinated experiences.
- Improve operational performance. Monitor program execution, identify bottlenecks, troubleshoot issues, and continuously improve reliability, efficiency, and customer experience.
- Measure and optimize. Track engagement, completion, conversion, operational health, and renewal influence, partnering with Customer Journey Programs to continuously improve lifecycle performance.
- Collaborate across GTM. Work closely with Marketing Operations, Product Marketing, Customer Success, and the Post-Sale GTM Engineer to deliver one coordinated customer experience.
Who you are
- Typically 4–7+ years in Customer Success Operations, Marketing Operations, Digital Customer Success, Lifecycle Operations, Campaign Operations, or similar B2B SaaS environments.
- You've operated complex engagement platforms supporting thousands of customers and understand the importance of operational precision.
- You understand that great customer experiences depend as much on operational excellence as creative program design.
- You're comfortable working across CRM platforms, customer engagement technologies, AI tools, APIs, and operational workflows, and you enjoy understanding how systems fit together.
- You think in processes, quality, experimentation, and continuous improvement.
- Comfortable adopting emerging AI capabilities as they become part of everyday customer engagement.
Why this role matters
Every lifecycle program depends on reliable execution.
You'll help build the operational foundation behind ECI's scaled Customer Success model, ensuring customers experience consistent, timely, and coordinated engagement as the business continues to grow.
As our platform evolves, you'll help shape how automation, AI, and operational excellence work together to deliver better customer outcomes at scale.
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