Description
We are looking for a highly strategic and execution-oriented individual contributor to build and scale our customer lifecycle strategy from the ground up. This role will define how customers experience our platform across onboarding, adoption, engagement, expansion, growth, and retention through scalable digital journeys, lifecycle communications, in-app experiences, and customer engagement programs.
This is a builder role. The ideal candidate has previously designed and operationalized lifecycle programs within a B2B SaaS environment and understands how to create connected customer experiences across systems, teams, and touchpoints.
You will work cross-functionally across Customer Experience, Product, Customer Marketing, Operations, Education, and RevOps to create a more intentional, data-driven, and scalable customer journey.
This role requires someone who can think strategically, influence across organizations, and also execute. You should be equally comfortable mapping a long-term lifecycle vision, building journey frameworks, writing messaging, leveraging AI tools for scalable content creation, and launching programs directly.
Key responsibilities include:
- Building the company's lifecycle marketing and customer journey strategy from the ground up
- Designing scalable customer journeys across onboarding, adoption, engagement, expansion, and retention
- Developing customer segmentation and behavioral engagement frameworks
- Partnering cross-functionally to align customer touchpoints, communications, and digital experiences
- Building lifecycle programs across email, in-app guidance, education, webinars, community, and customer engagement channels
- Creating scalable messaging and content leveraging AI-assisted workflows and internal subject matter expertise
- Identifying friction points and gaps across the customer experience and driving improvements
- Establishing lifecycle measurement frameworks, KPIs, and optimization strategies
- Helping shape the future-state vision for digital customer engagement and journey orchestration
Requirements include:
- 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
Success in this role will be measured by:
- Customers experiencing a connected and intentional lifecycle journey
- Digital engagement scaling alongside customer growth
- Lifecycle programs becoming proactive, personalized, and measurable
- Cross-functional teams aligning around a unified customer experience strategy
- Customer activation, adoption, and engagement improving through scalable programs and orchestration
The US base salary range for this position is $94,080 - $134,400 + variable compensation + benefits.