Senior Manager of Customer Journey Programs

Senior Manager of Customer Journey Programs

Reports to: Director, Scaled Customer Success Operations

Location: Remote (U.S.), occasional travel

Design how every customer experiences ECI.

Every customer interaction starts with a decision.

Should we educate? Reach out? Escalate to a CSM? Introduce AI? Wait?

As Manager, Customer Journey Programs, you'll design the lifecycle programs that answer those questions. You'll translate customer behavior into journeys that guide onboarding, adoption, renewal, expansion, and recovery, creating experiences that feel timely, relevant, and intentional regardless of whether the interaction comes from automation, AI, or a person.

What you'll do

• 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.

Who you are

• 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.

Why this role matters

Every lifecycle program you build becomes part of how thousands of customers experience ECI.

The best programs quietly remove friction, accelerate adoption, reduce risk, and help customers realize value sooner. You'll help define those experiences while building a modern, scalable Customer Success model that continues to improve as it grows.