Senior Manager, Customer Journey Programs

ECI Software Solutions

. Design customer lifecycle programs spanning onboarding, adoption, education, health recovery, renewal readiness, expansion, and win-back .

Posted 11/12/2026full-timeRemote • United StatesSenior💰 $0 - $188,949 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in designing and optimizing customer lifecycle programs within B2B SaaS, focusing on customer journeys, decision logic, and continuous improvement. Proficient in creating authentic customer communications and leveraging AI to enhance customer experiences.

Highest-signal resume keywords

Lifecycle Program DevelopmentDigital Customer SuccessCustomer Journey MappingStrong Writing SkillsCRM and Automation Platforms

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Lifecycle MarketingCustomer Success OperationsSegmentationDecision TreesMessaging DevelopmentPerformance MeasurementExperimentationContinuous Optimization

Soft Skills

Customer-Centric ThinkingCollaborationCommunication

Tools & Technologies

CRM PlatformsCustomer Success PlatformsAutomation Tools

Industry Keywords

B2B SaaSCustomer EngagementPost-Sale GTM

About the role

Key responsibilities & impact

Design customer lifecycle programs spanning onboarding, adoption, education, health recovery, renewal readiness, expansion, and win-back
Define segmentation, triggers, decision trees, timing, sequencing, escalation paths, and success criteria
Develop messaging, AI prompts, in-product guidance, and customer communications
Partner with Customer Engagement Operations, the Post-Sale GTM Engineer, Product, Marketing, and Customer Success to launch, monitor, and improve lifecycle programs
Measure outcomes, test new approaches, learn from customer behavior, and continuously improve performance

Requirements

What you’ll need

4–7 years building lifecycle programs, digital customer success, product growth, lifecycle marketing, or Customer Success Operations in B2B SaaS
Natural ability to think in customer journeys, decision logic, experimentation, and continuous optimization
Strong writing skills with experience creating customer-facing communications that feel authentic and helpful
Comfortable working across CRM, customer success, and automation platforms
Interest in how AI can make customer experiences more relevant, responsive, and scalable

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