Customer Lifecycle Automation Manager

This is a fully remote position, open to applicants in Ecuador.

📋 Description

• Design and execute lifecycle programs encompassing onboarding, adoption, renewal, and churn risk management.

• Create automated workflows activated by customer behaviors, product usage, and CRM insights.

• Develop and uphold frameworks for customer health scoring that leverage product, CRM, and support data.

• Establish and implement trigger-based signals to identify churn risks, expansion opportunities, and gaps in product adoption.

• Manage the engagement model for lower-ARR customers (Tier 3–4) through automation, minimizing the need for manual outreach.

• Create self-service initiatives, including training and onboarding materials, product adoption campaigns, and renewal notifications.

• Oversee lifecycle automation within HubSpot and associated systems, ensuring the CRM serves as the authoritative source for customer engagement and lifecycle monitoring.

• Collaborate with Product and Engineering teams to incorporate product usage data into lifecycle initiatives.

• Work cross-functionally with Account Management, Support, and Services to synchronize automation with account strategy and enhance customer outcomes.

• Monitor and report on adoption rates, retention, and churn trends (particularly Tier 3–4 NRR), along with engagement metrics related to lifecycle programs; provide monthly reports and insights.

⛳️ Requirements

• 5–7+ years of experience in Customer Success Operations, Lifecycle Marketing, RevOps, or Customer Growth roles.

• Proven experience utilizing AI to design or manage customer lifecycle workflows.

• Demonstrated ability to create and implement lifecycle automation programs from the ground up (not merely executing existing campaigns).

• Background in SaaS or recurring revenue business models.

• Experience supporting a large customer base (250+ customers across various tiers).

• Strong systems thinking skills with the capability to design scalable workflows.

• In-depth understanding of the customer lifecycle (onboarding → adoption → renewal → expansion).

• Proficiency in converting customer data into actionable automation initiatives.

• Excellent analytical and problem-solving abilities.

• Ability to collaborate across teams and influence stakeholders effectively.

• Practical experience with CRM and automation platforms (such as HubSpot and Salesforce).

• Familiarity with product analytics tools (e.g., Pendo or similar).

• Knowledge of data integration across systems (CRM, product, support).

• Experience in developing workflows, triggers, and lifecycle marketing campaigns.

🏝️ Benefits

• 100% Remote and Global: Enjoy the freedom to live your best life from anywhere in the world.

• Flexible Work Environment: Work at times that suit you best. We prioritize results and customer satisfaction over rigid schedules.

• Dedicated Growth Path: Receive consistent, meaningful feedback and support tailored to help you achieve your personal career goals.

• Access to Leading Tools and Technology: Enhance your skills with the latest tools, playbooks, and technology.

• Engaging Community Activities: Participate in coffee chats, happy hours, cooking classes, book clubs, and more!