Customer Lifecycle Automation Manager

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

📋 Description

• Design and implement lifecycle programs covering onboarding, adoption, renewal, and churn risk.

• Create automated workflows activated by customer behavior, product usage, and CRM data.

• Develop and maintain frameworks for customer health scoring utilizing product, CRM, and support data.

• Define and execute trigger-based signals for identifying churn risk, expansion opportunities, and gaps in product adoption.

• Manage the engagement model for low-ARR customers (Tier 3–4) via automation to minimize the need for manual outreach.

• Establish self-service programs that include training and onboarding materials, product adoption initiatives, and renewal notifications.

• Oversee lifecycle automation within HubSpot and related systems, ensuring the CRM serves as the central record 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 align automation with account strategy and enhance customer outcomes.

• Monitor and report on adoption rates, retention, and churn trends (particularly Tier 3–4 NRR), as well as engagement with lifecycle programs; provide monthly insights and reporting.

⛳️ Requirements

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

• Proficiency in utilizing AI to design or manage customer lifecycle workflows.

• Demonstrated experience in creating and implementing lifecycle automation programs from the ground up (not merely executing campaigns).

• Background in SaaS or recurring revenue environments.

• Experience managing a large customer base (over 250 customers across various tiers).

• Strong systems thinking with the ability to design scalable workflows.

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

• Capability to convert customer data into actionable automation programs.

• Strong analytical and problem-solving abilities.

• Skill in working cross-functionally and influencing stakeholders.

• Hands-on experience with CRM and automation platforms (HubSpot, Salesforce).

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

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

• Experience in building workflows, triggers, and lifecycle 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!