Lifecycle Marketing Manager

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

📋 Description

• Take charge of the lifecycle marketing program aimed at paying customers, encompassing 30/60/90 onboarding, ongoing communications, segmentation, expansion, and retention strategies.

• Transform customer behavior and usage signals into revenue streams through adoption, retention, expansion, and reactivation efforts.

• Design, outline, construct, and conduct quality assurance on customer journeys and triggers.

• Manage the day-0 conversion handoff trigger and ensure customer data enrollment.

• Segment customers based on their profile, product usage, engagement levels, lifecycle stage, adoption state, expansion potential, and churn risk.

• Develop strategies for expansion and cross-selling for additional seats, add-ons, and other cross-sell opportunities.

• Collaborate to define expansion signals with Growth and Customer Success (CS) teams and direct qualified opportunities to Sales and CS.

• Implement proactive retention, re-engagement, and win-back initiatives for at-risk, dormant, and churned accounts.

• Create campaigns that recap value during renewal moments and provide necessary support.

• Oversee audience targeting, segmentation, timing, and orchestration for newsletters, webinars, feature updates, release communications, and in-app notifications.

• Identify advocates and manage requests for reviews, referrals, testimonials, and references.

• Handle review-site management and promote case studies in the market.

• Measure lifecycle analytics and conduct experimentation from onboarding completion to value realization, including expansion, retention, renewal support, and win-back initiatives.

• Develop and implement AI agents and agentic workflows for segmentation, signal interpretation, journey creation, testing, communication, scoring drafts, cohort analysis, and drop-off detection.

• Collaborate with Growth, CS, Product Marketing Management (PMM), Content, Go-To-Market Operations (GTM Ops), and Sales teams.

• Report directly to the Director of Revenue Marketing.

⛳️ Requirements

• 5 to 7 years of experience in lifecycle, CRM, customer, or retention marketing within a B2B SaaS organization.

• Proven track record of designing and executing behavior-triggered customer journeys with ownership of adoption, retention, or expansion outcomes.

• Capability to analyze product usage and account data to delineate segments, propensity, and churn logic.

• Proficiency in specifying scoring and routing for GTM Ops implementation.

• Familiarity with a marketing automation or lifecycle stack such as HubSpot.

• Competence in cohort analysis.

• Experience in running expansion, cross-sell, or renewal-support programs.

• Background in coordinating opportunity handoffs with CS and Sales teams.

• Understanding of the distinctions between lifecycle, Growth, and CS, with the ability to work effectively across these domains.

• Practical experience in building agents or agentic workflows that deliver tangible results, with demonstrable examples.

• Availability for remote work with at least a four-hour daily overlap with US Eastern Time (ET) business hours.

• Product-led SaaS experience is advantageous.

• More than four hours of daily overlap with US Eastern business hours is a plus.

• Experience in workforce analytics, time tracking, HR tech, or productivity software is a plus.

• Experience marketing to BPO, outsourcing, healthcare, or tech services customers is a plus.

🏝️ Benefits

• Fully remote and flexible work arrangements.

• Opportunity to collaborate with talented individuals across 30+ countries.

• Operate within a bootstrapped and profitable company environment.

• Engage in an AI-first operating model with opportunities to develop and implement AI agents.

• Full-time employment.