Lead - Customer Marketing

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Lead - Customer Marketing

lifecycle marketing programs

Customer Marketing & Advocacy team

Key Responsibilities

Design and Execute Adoption Journeys

• Build and scale structured Pre-90 onboarding programs to accelerate activation and adoption across key product lines.
• Create

  automated nurture journeys

  (emails, in-app prompts, webinars, certifications) tailored by persona and stage.
• Collaborate with Product and Education teams to ensure customers achieve Time-to-First-Value (TTFV) within target benchmarks.

Develop Retention and Re-Engagement Plays

• Design

  renewal readiness campaigns

  (T-180/T-120/T-90/T-30) that proactively reinforce value.
• Partner with Customer Success to launch

  save sequences

  for at-risk accounts, triggered by usage or sentiment signals.
• Build customer-facing content that drives product stickiness — feature deep dives, ROI stories, and use-case spotlights.

Operationalize the Customer Lifecycle

• Establish a

  lifecycle marketing calendar

  aligned to key adoption, renewal, and expansion milestones.
• Use behavioural data to trigger personalized communications across email, in-product, and community channels.
• Ensure each touchpoint moves customers from awareness → activation → value → renewal.

Leverage AI and Automation

• Use AI to detect adoption gaps, recommend personalized content, and forecast churn risk.
• Automate customer lifecycle touchpoints using AI-driven insights on usage, health, and role-based journeys.
• Partner with Marketing Ops to integrate these signals into CRM and CLG dashboards.
• Run A/B tests on content, cadence, and triggers to continuously improve lifecycle performance.
• Present results in quarterly business reviews (QBRs) with key stakeholders.
  

Qualifications

• 7–10 years of experience in

  customer marketing, lifecycle marketing, or customer success roles

  (preferably SaaS).
• Proven ability to design and manage

  automated adoption and renewal programs

  across multiple channels at scale.
• Deep understanding of

  B2B SaaS customer lifecycles

  and retention economics.
• Experience using

  marketing automation tools

  (HubSpot, Marketo, Gainsight Journey Orchestrator, or similar).
• Strong

  analytical skills

  — comfortable with dashboards, cohort analysis, and campaign attribution.
• Excellent

  storytelling and content creation

  skills — able to translate customer data into value narratives.
• Collaborative mindset and comfort working cross-functionally with CS, Product, and Marketing teams.
• Passion for creating experiences that help customers see value early and often.

Preferred Experience

• Familiarity with

  AI-driven adoption and churn prediction models.

• Experience creating

  certification, onboarding, or product education programs.

• Exposure to

  Customer-Led Growth (CLG)

  frameworks — connecting adoption → retention → expansion → advocacy.
• Experience with

  in-app communication platforms

  (Pendo, Appcues, or Gainsight PX).

Additional Information

Fresh vision. Real impact. Come build it with us.