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.
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
The US base salary range for this position is $94,080 - $134,400 + variable compensation + benefits.
Actual compensation offered will be based on factors such as the candidate's work location, qualifications, skills, experience and/or training. Your recruiter can share more information about the specific salary range for your desired work location during the hiring process.
We want our employees and their families to thrive. In addition to comprehensive benefits we offer holistic mind, body and lifestyle programs designed for overall well-being. Learn more about ZoomInfo benefits here.
