Lifecycle and Retention Manager

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

📋 Description

• Oversee the lifecycle and retention strategy for both member B2C and partner B2B audiences.

• Transition and enhance the CRM platform while optimizing the associated data model.

• Create and implement onboarding journeys, engagement nudges, retention initiatives, and winback campaigns.

• Conduct retention analysis, including cohort analysis, churn modeling, and behavioral segmentation.

• Collaborate with product teams on in-product nudges and notification design.

• Work alongside customer success to enhance B2B retention and renewal efforts.

• Establish the lifecycle measurement framework, which encompasses tracking, testing, and retention standards.

• Develop campaigns and journeys directly within the CRM tool.

• Define and modernize the lifecycle function from the ground up.

⛳️ Requirements

• 6-10 years of experience in lifecycle management, retention, or CRM with both strategic and hands-on involvement.

• Proven experience in establishing or scaling CRM platforms such as Iterable, Braze, Customer.io, Klaviyo, or similar.

• Demonstrated analytical proficiency in cohort analysis, retention modeling, and segmentation.

• A successful history of developing lifecycle programs from the ground up to large-scale implementations.

• Experience with email, SMS, push notifications, and in-product communication channels.

• Background in lifecycle marketing, retention, or CRM with both practical tool ownership and strategic responsibility.

• Capability to build a lifecycle function from scratch.

• Competence in performing cohort analyses, creating segmentation, and designing experiments.

• Ability to navigate both B2C consumer lifecycle and B2B partner retention strategies.

• Experience in healthcare or regulated industries is advantageous but not mandatory.

• Practical experience with SQL and BI tools is a plus.

• Familiarity with building lifecycle functions in compliance-driven environments such as HIPAA and TCPA is a bonus.

• Prior experience transitioning from individual contributor to managerial roles is a bonus.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• Unlimited PTO

• 401(k) plan

• Stock options

• Bonuses

• Additional compensation may be available based on role eligibility