Senior Engagement Manager

At Optimizely, the Senior Engagement Manager (IC3) is a senior, customer-facing delivery role at the intersection of project management, consulting, and SaaS implementation.

In this role, you will own complex customer onboarding programs end-to-end, partnering directly with senior customer stakeholders and cross-functional Optimizely teams to deliver predictable, high-quality outcomes at scale. You will manage multiple engagements in parallel, navigate ambiguity, actively manage risk and change, and be accountable for outcomes — not just execution.

This role is ideal for experienced Project Managers, Delivery Leads, or Consultants who enjoy hands-on ownership, structured problem-solving, and working in an international, fast-moving SaaS environment without formal people management responsibilities.

Introduction

About the role

The Senior Engagement Manager is a senior, customer-facing delivery role at the intersection of project management, consulting, and SaaS implementation.

In this role, you will own complex customer onboarding programs end-to-end, partnering directly with senior customer stakeholders and cross-functional Optimizely teams to deliver predictable, high-quality outcomes at scale. You will manage multiple engagements in parallel, navigate ambiguity, actively manage risk and change, and be accountable for outcomes — not just execution.

This role is ideal for experienced Project Managers, Delivery Leads, or Consultants who enjoy hands-on ownership, structured problem-solving, and working in an international, fast-moving SaaS environment — without formal people management responsibilities.

Job Responsibilities

End-to-End Customer Onboarding & Project Delivery

You act as the primary delivery owner for customer onboarding engagements, accountable from sales handover through go-live.

• Own and deliver multiple concurrent onboarding programs across Optimizely’s product suite
• Design and manage structured, multi-phase project plans
• Balance scope, timelines, quality, and customer outcomes in real time
• Take full responsibility for delivery success — not just coordination

Typical Engagement Scope

• Active onboardings: ~25–35 concurrent engagements
• Delivery context: SaaS, multi-product, hybrid Agile/Waterfall

Senior Project Management & Risk Ownership

You operate as a senior project manager in a high-autonomy environment where judgment and delivery discipline matter.

• Drive day-to-day execution with a strong focus on predictability and outcomes
• Proactively manage risk, dependencies, scope changes, and trade-offs
• Maintain clear governance through project plans, RAID logs, and structured reporting
• Lead recovery or reset plans for at-risk engagements

Senior Stakeholder & Customer Leadership

You serve as the lead delivery partner for Director- and executive-level customer stakeholders across EMEA.

• Lead steering committees, escalations, and alignment conversations
• Handle complex discussions around scope, timelines, and risk with confidence
• Translate technical delivery detail into clear, outcome-focused business communication
• Build long-term trust through transparency, clarity, and follow-through

Cross-Functional & Partner Collaboration

You lead through influence and collaboration.

• Partner with Sales, Customer Success Managers, Product, Engineering, onboarding SMEs, and implementation partners
• Ensure onboarding execution aligns with commercial commitments, product capabilities, customer goals, and regional timelines

Delivery Excellence & Continuous Improvement

Beyond your own portfolio, you help raise the bar for delivery across the organization.

• Maintain high standards of project hygiene and system accuracy (Salesforce, ClickUp, Kantata, Jira, Zendesk, Gainsight)
• Support and mentor junior Engagement Managers through guidance and best practices
• Contribute to improved templates, frameworks, and onboarding standards across EMEA
• Participate in cross-team initiatives that improve scalability and delivery quality

What Success Looks Like

Customer & Delivery Outcomes

• Customer Satisfaction (CSAT) ≥ 4.0
• Customers live before contract end
• Time-to-Value and project progression benchmarks consistently met

Operational Excellence

• Utilization ≥ 60%
• Accurate reporting, forecasting, and time tracking
• 10+ successful product onboardings per year

Organizational Impact

• Active contribution to 2+ internal improvement initiatives annually
• Recognized as a trusted senior delivery lead and escalation partner

Knowledge and Experience

Required Background

• 5+ years experience in Project Management, Digital or Technology Consulting, Professional Services delivery, SaaS Customer Success, or Implementation
• Proven success managing multiple client-facing projects in parallel
• Experience working with international customers and cross-border teams

Project Management Credentials

• PMP, PRINCE2, PMQ, or equivalent certification
• Strong command of Agile, Waterfall, and Hybrid delivery models
• Strong command of risk, dependency, and change management
• Strong command of structured customer communication and reporting

Technical & Domain Experience

• Experience with SaaS platforms, digital products, or cloud-based solutions
• Familiarity with experimentation and A/B testing, CMS, B2B/B2C commerce, and web technologies (HTML, CSS, JavaScript)
• Comfortable working with tools such as Salesforce, Microsoft Teams, Kantata, ClickUp, Jira, Zendesk, and Gainsight

Education

Bachelor's degree strongly preferred or equivalent work experience.