Optimizely
Senior Engagement Manager
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Senior Engagement Manager
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 more than 1,500 Optimizers across 12 global locations , we operate as one global team, grounded in ownership, transparency, and continuous improvement. Our Amsterdam hub plays a central role in delivering onboarding excellence across EMEA.
Introduction
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.
Job Responsibilities
End‑to‑End Customer Onboarding & Project Delivery
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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)
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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 in SaaS environment 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 (Required)
PMP, PRINCE2, PMQ, or equivalent certification Strong command of: Agile, Waterfall, and Hybrid delivery models Risk, dependency, and change management Structured customer communication and reporting
Technical & Domain Experience
Experience with SaaS platforms**, digital products, or cloud‑based solutions Familiarity with: Experimentation & A/B testing CMS, B2B/B2C commerce Web technologies (HTML, CSS, JavaScript) Comfortable working with tools such as: Salesforce, Microsoft Teams, Kantata, ClickUp, Jira, Zendesk, Gainsight
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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