Senior Customer Lifecycle Marketing Manager

This is a fully remote position, open to applicants in Alabama, +27 more states.

📋 Description

• Develop and manage ServiceTrade’s customer lifecycle marketing strategy encompassing onboarding, adoption, engagement, expansion, retention, renewal, and advocacy.

• Analyze the customer journey to pinpoint opportunities where marketing can enhance customer experience and drive business results.

• Create a prioritized lifecycle marketing roadmap that aligns with the company's objectives in revenue and customer success.

• Identify gaps in customer experience and formulate programs to address them effectively.

• Design tailored lifecycle strategies based on customer segment, industry, maturity, product adoption, and other relevant factors.

• Plan and implement integrated, multi-channel lifecycle programs.

• Develop automated and triggered customer journeys tailored to lifecycle stages, behaviors, product usage, and other signals.

• Create initiatives that accelerate onboarding and adoption, enhance engagement, introduce new capabilities, and emphasize platform value.

• Collaborate with Customer Success and Account Management to create scalable marketing programs.

• Experiment and refine programs based on engagement levels and business performance metrics.

• Develop programs focused on expansion, retention, renewal, and educating customers.

• Oversee and enhance customer advocacy initiatives including references, referrals, testimonials, reviews, and customer narratives.

• Define key performance indicators (KPIs) and measurement frameworks for customer lifecycle marketing.

• Leverage customer, product, engagement, and revenue data to identify opportunities and prioritize marketing initiatives.

• Create segmentation strategies to deliver personalized customer experiences.

• Communicate insights, performance results, and recommendations to Marketing and cross-functional leadership teams.

• Act as the marketing leader for the post-sale customer lifecycle.

• Foster partnerships across Customer Success, Account Management, Demand Marketing, Product Marketing, Product, RevOps, Sales, and Brand teams.

• Establish accountability and operational rhythms for cross-functional lifecycle projects.

• Influence priorities and propel programs forward without direct authority.

• Construct a lifecycle marketing engine that enhances adoption, engagement, expansion, retention, advocacy, and customer lifetime value.

⛳️ Requirements

• Over 7 years of B2B marketing experience, particularly in customer marketing, lifecycle marketing, growth marketing, or related fields.

• Proven experience in developing and managing customer lifecycle strategies within a B2B SaaS or recurring-revenue business model.

• Demonstrated capability to go beyond mere campaign execution, independently identifying challenges, crafting strategies, and building programs from scratch.

• In-depth knowledge of the SaaS customer journey and the factors influencing adoption, engagement, retention, expansion, and advocacy.

• Experience in crafting segmentation, nurturing, triggered, and automated lifecycle programs.

• Background in creating customer advocacy programs, such as references, referrals, customer stories, reviews, or similar initiatives.

• Strong analytical abilities with a proven track record of utilizing customer and behavioral data for decision-making.

• Experience in linking marketing initiatives to business outcomes rather than relying solely on engagement metrics.

• Excellent cross-functional leadership skills and experience collaborating with Customer Success, Account Management, Sales, Product, Product Marketing, and Revenue Operations teams.

• Exceptional written and verbal communication skills.

• Capability to work independently, navigate through ambiguity, set priorities, and advance complex initiatives.

• A proactive mindset — you identify gaps, develop solutions, and take ownership to implement them.

• Candidates must reside in one of the specified states to be considered.

• Must be authorized to work in the U.S.

🏝️ Benefits

• Medical coverage through Cigna, with PPO and HDHP options, including a Health Savings Account with company contributions.

• Dental and Vision insurance through Unum.

• Flexible Spending Account and Dependent Care Account options.

• Company-paid Life insurance, Short-Term Disability (STD), and Long-Term Disability (LTD).

• Optional benefits including Supplemental Life Insurance, Critical Illness, Accident, and Pet Insurance.

• 401(k) plan with up to a 3% employer match and no vesting period.

• Flexible Paid Time Off (PTO) policy.

• 10 designated company holidays.

• Parental Leave benefits.

• Paid Time Off for volunteering activities.

• Employee Reimbursement Program available for well-being, technology, and/or professional development expenses.