Senior Manager of Customer Journey Programs

ECI Software Solutions is hiring a Senior Manager of Customer Journey Programs to design lifecycle programs that guide customers through onboarding, adoption, renewal, expansion, and recovery. The role defines journey logic and customer communications, partners across teams to launch programs, and measures and improves their performance.

Responsibilities:

• Design customer lifecycle programs. Create journeys spanning onboarding, adoption, education, health recovery, renewal readiness, expansion, and win-back, each with clear objectives and measurable outcomes
• Define the operating logic. Design the segmentation, triggers, decision trees, timing, sequencing, escalation paths, and success criteria that determine how customers move through each journey
• Create the customer experience. Develop messaging, AI prompts, in-product guidance, and customer communications that feel helpful, timely, and consistent across every interaction
• Bring programs to life. Partner with Customer Engagement Operations, the Post-Sale GTM Engineer, Product, Marketing, and Customer Success to launch, monitor, and continuously improve every lifecycle program
• Experiment and improve. Treat every customer journey like a product. Measure outcomes, test new approaches, learn from customer behavior, and continuously improve performance over time

Requirements:

• 4–7 years building lifecycle programs, digital customer success, product growth, lifecycle marketing, or Customer Success Operations in B2B SaaS
• You think naturally 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
• Interested in how AI can make customer experiences more relevant, responsive, and scalable