Senior Manager – Customer Engagement Operations

ECI Software Solutions

. Own the day-to-day operation of systems powering digital Customer Success, including automation, AI engagement, orchestration, monitoring, quality assurance, deliverability, and platform reliability .

Posted 11/12/2026full-timeRemote • United StatesSenior💰 $0 - $160,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing digital customer success operations, focusing on automation, AI engagement, and operational excellence to enhance customer experiences. Proficient in audience segmentation, program execution, and collaboration across multiple teams to drive engagement and improve lifecycle performance.

Highest-signal resume keywords

Customer Success OperationsDigital Customer SuccessEngagement PlatformsAI ToolsOperational Excellence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Audience SegmentationProgram ExecutionOperational WorkflowsQuality AssuranceProcess Improvement

Soft Skills

TroubleshootingCollaborationContinuous Improvement Mindset

Tools & Technologies

CRM PlatformsCustomer Engagement TechnologiesAPIs

Industry Keywords

B2B SaaSCustomer Journey ProgramsLifecycle OperationsCampaign Operations

About the role

Key responsibilities & impact

Own the day-to-day operation of systems powering digital Customer Success, including automation, AI engagement, orchestration, monitoring, quality assurance, deliverability, and platform reliability
Launch and manage customer engagement programs spanning onboarding, adoption, education, health recovery, renewal readiness, expansion, and win-back
Own audience segmentation, personalization, suppression logic, channel strategy, sequencing, and scheduling
Monitor program execution, identify bottlenecks, troubleshoot issues, and improve reliability, efficiency, and customer experience
Track engagement, completion, conversion, operational health, and renewal influence
Partner with Customer Journey Programs to improve lifecycle performance
Collaborate with Marketing Operations, Product Marketing, Customer Success, and the Post-Sale GTM Engineer to deliver a coordinated customer experience
Help shape how automation, AI, and operational excellence work together to deliver better customer outcomes at scale

Requirements

What you’ll need

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 operational precision and operational excellence in customer experiences
Comfort working across CRM platforms, customer engagement technologies, AI tools, APIs, and operational workflows
Ability to understand how systems fit together
Process, quality, experimentation, and continuous improvement mindset
Comfort adopting emerging AI capabilities for customer engagement

Benefits

Comp & perks

Occasional travel 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score