Skip to content
ZoomInfoZoomInfoBethesda, MD

Senior Customer Lifecycle Strategy Manager

Build and scale customer lifecycle strategy across onboarding, adoption, engagement, expansion, and retention for a B2B SaaS platform. Requires 8+ years in lifecycle marketing and experience designing journeys from the ground up.

94k – 134k
On-site8+ YOECustomer Success

About the role

What you'll do

  • Build the company’s lifecycle marketing and customer journey strategy from the ground up
  • Design scalable customer journeys across onboarding, adoption, engagement, expansion, and retention
  • Develop customer segmentation and behavioral engagement frameworks
  • Partner cross-functionally to align customer touchpoints, communications, and digital experiences
  • Build lifecycle programs across email, in-app guidance, education, webinars, community, and customer engagement channels
  • Create scalable messaging and content leveraging AI-assisted workflows and internal subject matter expertise
  • Identify friction points and gaps across the customer experience and drive improvements
  • Establish lifecycle measurement frameworks, KPIs, and optimization strategies
  • Help shape the future-state vision for digital customer engagement and journey orchestration
  • Documentation and reporting of lifecycle journeys against KPIs and product adoption metrics

What you bring

  • 8+ years of experience in lifecycle marketing, customer engagement, digital customer experience, or customer journey strategy within B2B SaaS
  • Proven experience building modern and dynamic lifecycle programs and customer journeys from the ground up
  • Strong understanding of SaaS onboarding, adoption, retention, and expansion motions
  • Experience operating as a senior-level IC and influencing cross-functional stakeholders
  • Ability to balance strategic thinking with hands-on execution
  • Strong writing and communication skills
  • Experience leveraging AI tools to accelerate content development and lifecycle execution
  • Familiarity with lifecycle and customer engagement platforms Pendo, Marketo, SendGrid, Salesforce preferred
  • Strong systems-thinking and analytical mindset
  • Comfortable operating in ambiguity and building processes from scratch

What success looks like

  • Customers experience a connected and intentional lifecycle journey
  • Digital engagement scales alongside customer growth
  • Lifecycle programs become proactive, personalized, and measurable
  • Cross-functional teams align around a unified customer experience strategy
  • Customer activation, adoption, and engagement improve through scalable programs and orchestration

Compensation and Benefits

  • US base salary range: $94,080 - $134,400 + variable compensation + benefits
  • Holistic mind, body and lifestyle programs designed for overall well-being

Skills

Lifecycle MarketingCustomer Journey StrategyCustomer SegmentationBehavioral EngagementPendoMarketoSendgridSalesforceAI ToolsKpi Measurement

Similar roles

Customer Success jobs
Check

Partner Support Lead, Tax

CheckSan Francisco, CA +3

Leads a team handling tax notices for payroll partners, managing operations, escalations, workflows, and strategy while stepping in on complex issues. Requires 4-6+ years in operations/client service with startup experience and informal leadership skills.

94k – 122k
Remote4+ YOECustomer Success
Dialpad

Customer Success Manager, Enterprise Accounts

DialpadDenver, CO +1

Drives post-sales success for enterprise Dialpad customers by managing adoption, conducting business reviews, handling escalations, and ensuring value realization to promote retention and renewal. Requires 8+ years SaaS CS experience with telecom/contact center knowledge and C-level influence.

95k – 120k
Hybrid8+ YOECustomer Success
Digible

Client Services Manager

DigibleEnglewood, CO

Lead and develop a team of 6-8 account managers delivering best-in-class client service to enterprise multifamily accounts. Drive KPIs, process innovation, cross-functional alignment, and strategic client relationships while modeling Digible's core values.

95k – 125k
Remote6+ YOECustomer Success
Gusto

Consumer Money Team Leader

GustoDenver, CO +3

Lead a Tier 2 Money Advanced Care team of 10-12 handling complex banking, disputes, and money movement escalations for Gusto customers. Requires deep expertise in financial services, payroll, coaching, and driving AI/automation-driven continuous improvement.

92k – 120k
Hybrid5+ YOECustomer Success
MongoDB

Senior Customer Success Manager

MongoDBAustin, TX +3

Senior Customer Success Manager advising Enterprise customers on complex MongoDB deployments. Drive retention, revenue realization, technical health, and advocacy while mentoring the team; requires 7-10+ years technical customer-facing experience and 4+ years owning Enterprise customer outcomes.

97k – 190k
Hybrid7+ YOECustomer Success