Lead GTM Engineer, Post-Sales

Lead GTM Engineer, Post-Sales Reports to: SVP, Customer Success & Operations Location: Remote (U.S.), occasional travel Architect the operating system behind Customer Success ECI serves more than 25,000 customers across multiple industries. As we modernize our go-to-market operating model, we're investing in the systems that determine how customers are engaged, how work gets done, and where AI creates meaningful leverage. As Lead GTM Engineer, Post-Sales, you'll own the technical architecture behind our customer success, retention and renewals model. Working across Customer Success, Renewals, Professional Services, Support, and GTM Operations, you'll design the automation, integrations, AI capabilities, and workflows that allow those teams to scale without simply adding headcount. This is the senior lead role for our GTM Engineering team and the primary build partner to post-sales organizations. With specific focus on post-sales, and overall responsibility across the GTM organizations, you'll shape the technology, architecture, and automation strategy behind how ECI serves and grows more than 25,000 customers. You'll work with significant autonomy, partnering directly with business leaders to identify operational bottlenecks, prioritize the highest-impact opportunities, and build solutions that become part of how the company operates every day. What you'll do Build the scaled Customer Success platform. Design the workflows, automation, and AI capabilities that monitor customer health, identify risk and opportunity, and coordinate the next best action across digital engagement, AI interactions, and human teams. Eliminate manual work. Identify repetitive operational processes across Customer Success, Renewals, Professional Services, and Support, then redesign them using automation, AI, and system integrations that improve both efficiency and customer experience. Build customer intelligence. Transform operational data into actionable signals that improve health scoring, identify churn risk, surface expansion opportunities, and enable more proactive customer engagement. Connect the technology stack. Design and maintain the integrations connecting Salesforce, customer success platforms, AI technologies, communication channels, and internal systems to ensure information moves reliably across the customer lifecycle. Advance AI capabilities. Evaluate emerging AI technologies, build internal solutions where appropriate, and continuously expand how AI supports customer-facing teams and operational workflows. Establish the post-sales architecture. Own the shared data model, integration strategy, automation standards, AI platform decisions, and engineering practices that underpin our post-sales operating model. Set the technical direction for GTM Engineering and partner with the Pre-Sales GTM Engineer to create a consistent architecture across the entire customer lifecycle. Who you are 7+ years in GTM Engineering, Revenue Operations, Customer Success Operations, Solutions Engineering, or a similar technical operations role within B2B SaaS. Comfortable designing system architectures, working with APIs, automation platforms, AI technologies, and data models, while writing code when the right solution requires it. Strong understanding of Salesforce and how operational systems connect across the commercial organization. You'll help decide where commercial platforms are the right answer and where building proprietary capabilities creates a competitive advantage. You naturally think in systems, looking for opportunities to simplify complex processes and eliminate repetitive work. Comfortable leading technical direction, influencing stakeholders, and partnering with both engineers and business leaders. Interested in applying AI thoughtfully to solve operational problems rather than adopting technology for its own sake. Why this role matters We're building the technology foundation behind the next generation of Customer Success at ECI. You'll join at the beginning of a multi-year transformation. The architecture you establish, the platforms you select, and the systems you build will become the technical foundation behind how ECI acquires, serves, retains, and grows its customers. Few engineering roles offer this combination of technical ownership, executive visibility, and company-wide impact.