Customer Lifecycle Manager

Role Overview

We're seeking a Customer Lifecycle Manager to lead the strategy and execution of our digital-first customer engagement initiatives. This is a strategic individual contributor position focused on building and scaling digital programs that drive adoption, retention, and expansion across our entire customer base.

What You Will Do

Design and execute automated customer journeys across the full lifecycle, architect and execute lifecycle campaigns, develop AI-powered customer success strategy, and drive in-app adoption strategy across our product portfolio.

Why It Might Be a Fit

You'll be working at the intersection of customer success, marketing automation, data analytics, and AI, requiring both strategic vision and hands-on execution capabilities. You'll have the opportunity to build and optimize onboarding sequences, develop adoption campaigns, create retention and expansion campaigns, and design win-back flows.

Requirements

• 5+ years in digital customer success, customer marketing, or marketing automation in B2B SaaS
• Proven track record designing and executing lifecycle campaigns at scale (1,000+ customers)
• Deep hands-on experience with customer success platforms (Totango, Gainsight, ChurnZero, or similar)
• Strong technical aptitude with ability to learn complex software products quickly
• Experience integrating multiple systems (CRM, CS platforms, marketing automation, data warehouses)
• Data-driven decision maker who uses analytics to drive program optimization
• Ability to build customer segmentation strategies and personalized journeys
• Experience tracking leading and lagging indicators (reach KPIs, effect KPIs, ROI KPIs)
• Comfortable working with telemetry data, health scores, and behavioral triggers
• Strong project management skills with ability to manage multiple initiatives simultaneously
• Strategic thinker who can envision how AI can delight customers and solve real problems
• Ability to translate customer needs into requirements that technical teams can build
• Understanding of what AI agents can and can't do—where automation adds value vs. where humans are essential
• Experience partnering with technical teams (IT, Engineering, Data) to bring customer-facing solutions to life
• Curiosity about AI developments in customer success with ability to evaluate and apply new capabilities
• Excellent written communication skills—you'll be crafting customer-facing campaigns
• Cross-functional influencer who can build bridges with Product, Engineering, Marketing, Sales, and Support
• Ability to navigate ambiguity and drive projects forward without perfect information
• Comfortable presenting strategy and results to senior leadership

Benefits

• Bonus/commission
• Paid holidays