Remote Senior Manager, Customer Journey Programs

ECI Software Solutions, Inc.; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

ECI Software Solutions, Inc. is seeking a Senior Manager of Customer Journey Programs to design lifecycle experiences that guide onboarding, adoption, renewal, and expansion across the customer journey. You will craft journeys, messaging, and AI-enabled prompts that feel timely and helpful, regardless of the interaction channel.

Remote (U.S.) with occasional travel. You will collaborate with Customer Engagement Operations, Product, Marketing, and Customer Success to launch, monitor, and optimize

Qualifications

• Typically 4+ years building lifecycle programs in B2B SaaS.
• Strong writing skills for customer communications that are authentic and helpful.
• Experience working with CRM and automation platforms.

Responsibilities

• Design customer lifecycle programs spanning onboarding, adoption, health, renewal, expansion and win-back.
• Define segmentation, triggers, decision trees, timing and escalation paths.
• Create messaging, AI prompts, in-product guidance and customer communications that are timely and consistent.
• Bring programs to life by partnering with cross-functional teams to launch, monitor and improve lifecycle programs.
• Measure outcomes, test approaches, and continuously improve performance over time.

Skills

Lifecycle programs

Digital customer success

Experimentation

CRM platforms

Communication

Cross-functional collaboration

Job description

ECI Software Solutions, Inc. is seeking a Senior Manager of Customer Journey Programs to design lifecycle experiences that guide onboarding, adoption, renewal, and expansion across the customer journey. You will craft journeys, messaging, and AI-enabled prompts that feel timely and helpful, regardless of the interaction channel.

Remote (U.S.) with occasional travel. You will collaborate with Customer Engagement Operations, Product, Marketing, and Customer Success to launch, monitor, and optimize