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Lead strategy and execution for customer operations across Success, Support, Services, and Marketing Ops. Define operating model, systems and data architecture, AI and automation roadmap, cross-functional workflows, reporting, and change management to scale consistent, measurable customer lifecycle operations. Partner with Product, Engineering, IT and go-to-market teams and build a high-performing operations organization focused on automation impact, operational discipline, and measurable business outcomes.

As a Senior Customer Success Manager, you'll oversee customer accounts, ensure satisfaction and adoption, and collaborate with various teams to improve customer experiences and renew contracts.

Manage a ~40–50 account portfolio to drive adoption, retention, renewals, and expansion. Deliver executive-level reviews, coordinate cross-functional support, monitor product usage and account health, provide data-driven insights, and act as primary customer escalation and advocate for product and service improvements.

Lead end-to-end product ownership for Engageware's Enterprise Appointment Scheduling platform: set multi-year strategy, define AI roadmap, engage enterprise customers, validate use cases, drive engineering delivery, own integrations and platform architecture, and measure business outcomes.