Senior Customer Experience Manager chez Engagifii

Description

About Engagifii

Engagifii is an Association Management System (AMS) with member engagement at the core of the platform. We provide associations, lobbying groups, and governmental organizations a unified suite of modules that allow teams to manage their entire association, and, most importantly, deeply engage their members and constituents all from one place.

For years, we evaluated the market to identify the best solutions for managing associations and member bases. We acquired AMS companies aligned with our strategic goals and, with ongoing guidance from our customers, evolved Engagifii into one of the most holistic and convenient platforms available to manage an association and increase member engagement in a single system.

Position Summary

The Senior Customer Experience Manager (SCXM) is responsible for ensuring customers achieve measurable success using the Engagifii platform. This role blends customer success, onboarding, implementation, and advanced support responsibilities, serving as a trusted advisor to clients throughout their lifecycle.

The SCXM owns customer relationships, manages escalations, drives platform adoption, and collaborates closely with Product and Engineering. This role also provides mentorship and guidance to Customer Experience Associates to ensure a consistently high-quality customer experience.

Key Responsibilities

Customer Success & Account Management

• Serve as the primary point of contact for assigned customer accounts
• Ensure successful onboarding, adoption, and long-term customer satisfaction
• Conduct regular check-ins, strategy calls, and business reviews
• Identify retention risks and proactively address them
• Advocate for customer needs internally and provide structured feedback to Product and Engineering

Support & Issue Resolution

• Manage and resolve complex support tickets and customer escalations
• Coordinate with internal teams to ensure timely issue resolution
• Maintain clear, proactive communication with customers throughout the support lifecycle

Implementation & Onboarding

• Lead onboarding and configuration for new customers
• Deliver training sessions and best-practice guidance
• Ensure customers are positioned for long-term success beyond initial launch

Process Improvement & Reporting

• Track and report on key customer metrics such as ticket resolution, adoption, and customer health
• Improve internal workflows, documentation, and training materials
• Share insights and trends with leadership to inform decision-making

Team Leadership & Collaboration

• Mentor and support Customer Experience Associates
• Collaborate cross-functionally with Sales, Product, and Engineering
• Contribute to playbooks, workflows, and customer experience standards

Requirements

Required

• Bachelor’s degree or equivalent experience in business, communications, information technology, or a related field.
• 3+ years of experience in Customer Success, Customer Support, Implementation, or Account Management within a SaaS environment
• Experience supporting B2B software customers
• Strong written and verbal communication skills
• Ability to manage multiple customer relationships simultaneously
• Proven problem-solving skills and attention to detail

Preferred

• Experience with Association Management Software (AMS) or similar platforms
• Familiarity with CRM, ticketing, or project management tools
• Experience mentoring or leading junior team members

Key Competencies

• Customer-first mindset
• Ownership and accountability
• Strategic thinking and prioritization
• Clear and professional communication
• Ability to translate technical concepts for non-technical users

Benefits

Work Environment

• Remote or hybrid work environment
• Small, collaborative team culture
• High-impact role with direct influence on customer outcomes and product direction

Why Join Engagifii

• Help organizations better engage their members and communities
• Join a growing SaaS company where your contributions matter
• Opportunity to shape processes, influence product development, and grow into leadership