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.
Similar Jobs
Healthtech • Biotech
Owns commercial social media strategy and execution across oncology brands, including paid and organic programs for healthcare professionals, patients, and caregivers. Manages social profiles, playbooks, agency deliverables, promotional review submissions, moderation, quality assurance, performance optimization, and emerging channel pilots. Provides hands-on email operations support through campaign workbooks, UTM creation, tracking links, test sends, and pre-deployment QA while partnering with marketing, medical, legal, regulatory, analytics, communications, and agency teams.
Top Skills:
Email Marketing AutomationSocial Media PlatformsUtm Tracking
Cloud • Information Technology • Security • Software • Cybersecurity
Support major financial-services customers by overseeing technical sales processes, architecting solutions for critical customer challenges, and running Proof of Value engagements from start to finish. Collaborate with internal teams while serving as a technical, industry, and consultative AI advisor. Guide customers through AI change management, agentic workflows, and non-deterministic outputs, applying network security expertise and enterprise account experience.
Top Skills:
Ai/MlCoding AssistantsGenerative AiLlmsNetwork SecuritySaseZero Trust Exchange
Artificial Intelligence • Fintech • Hardware • Information Technology • Sales • Software • Transportation
Counsel product, engineering, and business teams on privacy, artificial intelligence, and emerging technology regulations. Develop AI governance and privacy compliance programs, conduct PIAs, DPIAs, and AI risk assessments, monitor global regulatory developments, provide practical legal guidance, deliver training, and support regulatory inquiries and incident response.
Top Skills:
Ai Governance FrameworksBipaCcpa/CpraCloud TechnologyCubiData Protection Impact Assessments (Dpias)Eu Ai ActGdprIso/Iec 42001Privacy Impact Assessments (Pias)SaaS
What you need to know about the Seattle Tech Scene
Home to tech titans like Microsoft and Amazon, Seattle punches far above its weight in innovation. But its surrounding mountains, sprinkled with world-famous hiking trails and climbing routes, make the city a destination for outdoorsy types as well. Established as a logging town before shifting to shipbuilding and logistics, the Emerald City is now known for its contributions to aerospace, software, biotech and cloud computing. And its status as a thriving tech ecosystem is attracting out-of-town companies looking to establish new tech and engineering hubs.
Key Facts About Seattle Tech
- Number of Tech Workers: 287,000; 13% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Amazon, Microsoft, Meta, Google
- Key Industries: Artificial intelligence, cloud computing, software, biotechnology, game development
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Madrona, Fuse, Tola, Maveron
- Research Centers and Universities: University of Washington, Seattle University, Seattle Pacific University, Allen Institute for Brain Science, Bill & Melinda Gates Foundation, Seattle Children’s Research Institute
