Remote Senior Manager, Customer Engagement Operations

ECI Software Solutions, Inc.; United States; Remote; USD 140,000 - 190,000; Full time

Job summary

ECI Software Solutions, Inc. seeks a Senior Manager of Customer Engagement Operations to oversee the platform behind our scaled Customer Success across a remote U.S. footprint with occasional travel.

You will own automated engagement, program lifecycles, and orchestration to ensure precise, timely experiences for thousands of customers, leveraging AI and APIs. You will partner across GTM teams to deliver a unified customer journey.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer success operations

Engagement platform operations

CRM platforms

Audience segmentation

AI in customer engagement

Tools

APIs

Job description

ECI Software Solutions, Inc. seeks a Senior Manager of Customer Engagement Operations to oversee the platform behind our scaled Customer Success across a remote U.S. footprint with occasional travel.

You will own automated engagement, program lifecycles, and orchestration to ensure precise, timely experiences for thousands of customers, leveraging AI and APIs. You will partner across GTM teams to deliver a unified customer journey.