Digital Adoption Manager – Lifecycle

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

📋 Description

• Develop and implement the complete lifecycle communication strategy covering onboarding, adoption, retention, and expansion.

• Design initiatives for the entire customer base, focusing specifically on digital-only clients.

• Create behavior-based segmentation based on product usage, health indicators, lifecycle stages, and account characteristics.

• Establish triggers that determine which customers receive communications and the timing of these messages.

• Craft customer-facing content for emails, in-product messaging, and various digital channels.

• Construct and launch campaigns using Customer.io, HubSpot, and Statisfy, including audience logic, templates, and quality assurance.

• Collaborate with the Marketing team regarding email calendar scheduling, frequency, and audience overlap.

• Convert product launches and feature updates into lifecycle adoption strategies.

• Keep the lifecycle messaging library maintained and updated.

• Define success metrics for programs, implement them in Mixpanel, and report on engagement, adoption, retention, and expansion.

• Conduct experiments on subject lines, timing, sequencing, channel mix, and audience definitions.

• Work together with customer-facing teams to synchronize digital and human customer interactions.

• Test agentic strategies for scalable customer success and evaluate what should be automated versus handled by humans.

• Identify deficiencies in data, tools, and processes, and suggest priorities for improvement.

⛳️ Requirements

• Proven experience in customer lifecycle communications, particularly within a B2B SaaS environment, with a focus on post-sale adoption, retention, and expansion.

• Exceptional writing skills, capable of being concise, specific, and valuable to a technical audience.

• Proficient with lifecycle and marketing automation tools such as Customer.io, HubSpot, Braze, or Iterable.

• Knowledgeable in product analytics tools like Mixpanel and adept at extracting data to define segments and measure outcomes.

• Familiar with customer success platforms such as Statisfy, Gainsight, or Totango.

• Strong skills in segmentation, including cohorts, behavioral triggers, and audience overlaps.

• Data-driven mindset for forming hypotheses, assessing results, and making necessary adjustments.

• Experience contributing to business metrics such as Gross Revenue Retention (GRR), Net Revenue Retention (NRR), activation rates, and time to first value.

• Ability to coordinate shared calendars with Marketing and collaborate effectively with customer-facing teams.

• Capable of independently driving projects across teams and prioritizing tasks without a predefined playbook.

• Comfortable navigating ambiguity and building processes from scratch.

• Actively experimenting with agentic customer success and AI agents throughout the customer lifecycle.

• Purposefully utilizing AI for copywriting, campaign analysis, research, and segmentation efforts.

• Nice to have: experience in launching scaled or digital customer success initiatives.

• Nice to have: experience serving long-tail or self-service customer segments.

• Nice to have: familiarity with in-product messaging and lifecycle orchestration.

• Nice to have: hands-on experience deploying AI agents in customer-facing processes.

🏝️ Benefits

• Equity consideration.

• Comprehensive Medical, Vision, and Dental Care.

• Mental Wellness Benefit.

• Generous Vacation Policy & Additional Company Holidays.

• Enhanced Parental Leave.

• Volunteer Time Off.

• Pre-Tax Benefits including 401(K).

• Wellness Benefit.

• Holiday Break.