Senior Engagement Manager

Introduction

As a Senior Engagement Manager at Optimizely, you are a strategic leader within our Customer Success Organisation. You are accountable for orchestrating complex, enterprise-level onboarding and transformation projects, ensuring seamless delivery and measurable business value for our clients. You will guide both internal and external stakeholders through multifaceted engagements, championing best practices and elevating the customer experience at every stage.

Job Responsibilities

· Strategic Client Leadership: Serve as the senior point of contact and trusted advisor for key enterprise customers throughout strategic onboarding and transformation initiatives, building lasting relationships and influencing client success at the highest levels.

· Programme Oversight: Direct multiple, concurrent large-scale onboarding programmes, proactively managing scope, timelines, budgets, and risks while ensuring project objectives and KPIs are consistently achieved.

· Stakeholder Management: Facilitate effective communication and collaboration among C-suite executives, technical teams, and business users, aligning priorities and driving consensus across diverse stakeholder groups.

· Practice Development: Mentor and coach engagement teams, fostering a culture of continuous learning, operational excellence, and knowledge sharing across the organisation.

· Change Enablement: Lead customers through digital transformation by identifying adoption barriers, designing tailored enablement strategies, and facilitating organisational change management to maximise product value.

· P&L and Business Growth: Oversee the financial performance of services engagements, including forecasting, resource planning, team billability, and identifying opportunities for additional business through consultative selling.

· Quality Assurance: Institute and monitor project governance frameworks, ensuring thorough reporting, risk mitigation, and the highest standards of delivery quality and customer satisfaction.

· Advanced Technical Guidance: Provide expertise on A/B testing, experimentation, CMS, cloud solutions, and digital commerce technology, leveraging deep knowledge of SaaS/PaaS environments to solve client challenges.

· Cross-Functional Collaboration: Partner with product, engineering, and customer support teams to advocate for client needs, resolve escalations, and inform product roadmap decisions.

· Thought Leadership: Represent Optimizely at industry events and in customer forums, contributing to the company’s reputation as a trusted advisor and innovative partner.

Knowledge and Experience

· Bachelor’s degree required; advanced degree or relevant certifications preferred.

· Minimum 5 years’ experience in client-facing professional services, consulting, customer success, or programme management in SaaS/PaaS or digital transformation environments.

· Proven track record leading complex enterprise projects with multiple stakeholders and high-value outcomes.

· Expertise in project management methodologies (PMP certification required; Agile, hybrid, and Waterfall familiarity essential).

· Exceptional verbal and written communication skills, with experience influencing executive stakeholders.

· Advanced financial acumen related to project P&L and services growth.

· Demonstrated ability to mentor, inspire, and lead high-performing teams.

· Deep technical understanding of experimentation, digital platforms, and web technologies; Optimizely product knowledge is a strong asset.

· Strong organisational skills, adaptability, and a high level of personal accountability.

· Willingness to travel up to 10% as needed.

Education

Bachelor's degree strongly preferred or eqivalent work experience

Competencies