Engagifii · 1 day ago
Senior Customer Experience Manager
Atlanta, GA
Full-time
Hybrid
Mid, Senior Level
3+ years expEngagifii is an Association Management System (AMS) focused on member engagement. The Senior Customer Experience Manager (SCXM) is responsible for ensuring customers achieve measurable success with the Engagifii platform, managing customer relationships, driving platform adoption, and mentoring Customer Experience Associates.
CRMDocument ManagementSoftware
Responsibilities
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
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
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
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
Mentor and support Customer Experience Associates
Collaborate cross-functionally with Sales, Product, and Engineering
Contribute to playbooks, workflows, and customer experience standards
Qualification
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
Benefits
Remote or hybrid work environment
Small, collaborative team culture
High-impact role with direct influence on customer outcomes and product direction
Company
Engagifii
Engagifii is a management software solutions company that offers CRM, document management, training and custom mobile apps.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Steve Robb
Chief Process Officer
Company data provided by crunchbase