Senior Manager – Customer Engagement Operations

🔥 2 minutes ago

🇺🇸 United States – Remote

💵 $0 - $160k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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ECI Software Solutions

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏭 Manufacturing

🏗️ Construction

📦 Logistics

💰 $21M Series C on 2002-02

Manufacturing • Construction • Logistics

ECI Software Solutions is a provider of industry-specific ERP and business management software that helps manufacturers, distributors, building supply dealers, and office-technology businesses run and scale their operations. The company delivers cloud and AI-enabled SaaS platforms—including ERP, B2B eCommerce, CRM, business intelligence, and content/fulfillment tools—aimed at optimizing inventory, accounting, order management, service workflows, and analytics. ECI emphasizes configurable, vertical-focused solutions (e. g. , Ridder iQ, Horizon, Spruce, e-automate, EvolutionX, Cognytics) and enterprise-grade cloud services for small and mid-sized B2B customers worldwide.

📋 Description

• 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

• 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

• Occasional travel

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