[Hiring] Senior Manager of Customer Engagement Operations @ECI Software Solutions

Role Description

As Senior Manager, Customer Engagement Operations, you'll make sure customer journeys execute reliably across thousands of customers through automation, AI, and thoughtful operational design.

• 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
  • Platform reliability
• Execute lifecycle programs.
  • Launch and manage customer engagement programs spanning:
    • Onboarding
    • Adoption
    • Education
    • Health recovery
    • Renewal readiness
    • Expansion
    • 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.

Qualifications

• Typically 4–7+ years in Customer Success Operations, Marketing Operations, Digital Customer Success, Lifecycle Operations, Campaign Operations, or similar B2B SaaS environments.
• Experience operating complex engagement platforms supporting thousands of customers.
• Understanding of the importance of operational precision.
• Awareness that great customer experiences depend on operational excellence as well as creative program design.
• Comfortable working across CRM platforms, customer engagement technologies, AI tools, APIs, and operational workflows.
• Enjoy understanding how systems fit together.
• 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.