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.
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
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