Senior Engagement Manager in London

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
  • 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 in a SaaS environment.
  • Digital or technology consulting.
  • SaaS customer success or implementation.
  • Proven success managing multiple client‑facing projects in parallel.
  • Experience working with international customers and cross‑border teams.
  • 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 CMS, B2B/B2C commerce.
  • Comfortable working with tools such as Salesforce, ClickUp, Kantata, Jira, Zendesk, Gainsight.
• Education
  • Bachelor's degree strongly preferred or equivalent 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.