Senior Engagement Manager
Date: Apr 10, 2026
Location: Austin, US, 78705 US
Company: Optimizely
At Optimizely, we're on a mission to help people unlock their digital potential. We do that by reinventing how marketing and product teams work to create and optimize digital experiences across all channels. With Optimizely One, our industry-first operating system for marketers, we offer teams flexibility and choice to build their stack their way with our fully SaaS, fully decoupled, and highly composable solution.
We are proud to help more than 10,000 businesses, including H&M, PayPal, Zoom, and Toyota, enrich their customer lifetime value, increase revenue and grow their brands. Our innovation and excellence have earned us numerous recognitions as a leader by industry analysts such as Gartner, Forrester, and IDC, reinforcing our role as a trailblazer in MarTech.
At our core, we believe work is about more than just numbers -- it's about the people. Our culture is dynamic and constantly evolving, shaped by every employee, their actions and their stories. With over 1500 Optimizers spread across 12 global locations, our diverse team embodies the "One Optimizely" spirit, emphasizing collaboration and continuous improvement, while fostering a culture where every voice is heard and valued.
Join us and become part of a company that's empowering people to unlock their digital potential!
To get a sneak peek into our culture, find us on Instagram: @optimizely
Introduction
The Senior Engagement Manager (IC3) is a senior individual contributor role responsible for owning and delivering complex, enterprise customer onboarding programs from contract handover through go-live and early adoption.This role sits at the intersection of enterprise project delivery, customer consulting, and SaaS implementation. You will act as the primary delivery owner and senior point of contact for large, multi-stakeholder customer engagements, partnering with executive customer leaders and internal Optimizely teams to deliver predictable, high-quality outcomes.This position is ideal for experienced Enterprise Project Managers, Engagement Managers, Delivery Leads, or Consultants who thrive in high-accountability environments, enjoy customer-facing ownership, and are motivated by outcomes without formal people management responsibilities.
Job Responsibilities
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Enterprise Onboarding & Program Delivery
- Own end-to-end delivery of complex enterprise onboarding engagements, from sales handover through go-live
- Manage multiple concurrent enterprise accounts, often involving multiple products, integrations, and business units
- Define and execute structured, multi-phase onboarding plans aligned to customer business objectives
- Balance scope, timelines, risk, and customer expectations in dynamic enterprise environments
- Take full accountability for delivery success — not just coordination
Typical engagement scope:
- 25–35 active onboarding engagements (varies by complexity)
- Enterprise SaaS, multi-product implementations
- Hybrid Agile / Waterfall delivery models
Senior Project Management & Risk Ownership
- Operate autonomously as a senior delivery owner in high-complexity enterprise engagements
- Proactively manage risk, dependencies, scope changes, and trade-offs
- Maintain clear delivery governance through project plans, RAID logs, milestones, and executive reporting
- Lead recovery or reset plans for at-risk or escalated accounts
- Ensure delivery commitments align with contractual scope and customer success outcomes
Executive & Enterprise Stakeholder Leadership
- Serve as the senior delivery partner for Director-, VP-, and executive-level customer stakeholders
- Lead steering committees, executive updates, and escalation conversations
- Confidently manage discussions around timelines, scope, risk, and trade-offs
- Translate technical delivery detail into clear, outcome-focused executive communication
- Build long-term customer trust through clarity, transparency, and follow-through
Cross-Functional & Partner Collaboration
- Lead through influence, not authority
- Partner closely with:
- Sales & Account Executives
- Customer Success Managers
- Product & Engineering
- Onboarding Specialists & Solution Architects
- External implementation and technology partners
- Ensure onboarding execution aligns with:
- Enterprise commercial commitments
- Product capabilities and roadmap realities
- Customer business priorities and timelines
Delivery Excellence & Organizational Impact
- Maintain high standards of operational rigor and system accuracy across tools such as Salesforce, ClickUp, Kantata, Jira, Zendesk, and Gainsight
- Mentor and support junior Engagement Managers through best practices and delivery guidance
- Contribute to improvements in onboarding frameworks, templates, and delivery standards
- Participate in cross-functional initiatives aimed at scaling enterprise delivery quality and predictability
What Success Looks Like
Customer & Delivery Outcomes
- Customer Satisfaction (CSAT) ≥ 4.0
- Customers live before or at contractual deadlines
- Time-to-Value and onboarding progression benchmarks consistently met
Operational Excellence
- Utilization target ≥ 60%
- Accurate forecasting, reporting, and time tracking
- 10+ successful enterprise product onboardings per year
Organizational Impact
- Active contribution to 2+ onboarding or delivery improvement initiatives annually
- Recognized internally as a trusted senior delivery lead and escalation partner
Knowledge and Experience
- 5–7 years of experience in one or more of the following:
- Enterprise Project Management
- Digital or Technology Consulting
- Professional Services or SaaS Implementations
- Customer Onboarding or Customer Success (Enterprise)
- Proven success managing multiple complex, customer-facing enterprise programs in parallel
- Experience working with large enterprise customers, executive stakeholders, and cross-functional teams
Project Management Credentials
- PMP, PRINCE2, or equivalent professional certification
- Strong command of:
- Agile, Waterfall, and Hybrid delivery methodologies
- Risk, dependency, and change management
- Executive-level customer communication and reporting
Technical & Domain Experience
- Experience working with SaaS platforms and cloud-based products
- Familiarity with:
- Experimentation and A/B testing platforms
- CMS, digital experience platforms, B2B/B2C commerce
- Web technologies (HTML, CSS, JavaScript fundamentals)
- Comfortable operating across modern delivery and CRM tools (Salesforce, Teams, ClickUp, Jira, etc.)
Education
Bachelor's degree strongly preferred or eqivalent work experience
Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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Nearest Major Market: Austin