Senior Customer Experience Manager

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.

Over the years, we evaluated the market to identify the strongest solutions for managing associations and member-based organizations. 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 for managing an association and increasing member engagement within a single system.

Position Summary

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

The SCXM owns customer relationships, manages escalations, drives platform adoption, and partners closely with Product and Engineering to advocate for customer needs. This role also provides mentorship and guidance to Customer Experience Associates to ensure a consistently high-quality and scalable 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 and effective 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 including adoption, customer health, and ticket resolution
• 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 customer experience playbooks, workflows, and 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 or familiarity with association operations such as membership management, events & conferences, governance, advocacy, or certification programs
• 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

Engagifii offers a comprehensive benefits package designed to support your health, wellbeing, and long-term success, including:

• Unlimited Paid Time Off (PTO) and paid company holidays
• 401(k) Retirement Plan with an automatic 3% employer-paid safe harbor contribution (100% vested)
• Medical, Dental, and Vision Insurance with coverage options for employees and eligible dependents
• Employee Assistance Program (EAP) through Optum, offering confidential mental health, legal, financial, and work-life support
• Employer-paid Life and Accidental Death & Dismemberment (AD&D) Insurance
• Short-term and long-term disability coverage options
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options
• Wellbeing, caregiving, and financial wellness resources
• Professional development and training opportunities
• 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