Customer Lifecycle Marketing Specialist

We’re looking for a highly talented Customer Lifecycle Marketing Specialist to join our client's Customer Lifecycle Marketing team.

In this role, you’ll be responsible for developing and implementing the customer onboarding and retention strategy and engagement activities across the customer lifecycle. You’ll design, develop, and manage global, scalable campaigns and programs designed to drive customer adoption and support overall expansion and retention goals.

As a Customer Lifecycle Marketing Specialist, you’ll partner across marketing, sales, customer success, partner and product teams to deliver innovative ways to support initiative s aimed at delivering best-in-class experiences for customers that increase lifetime value and reduce churn. You will use your blend of skills and leverage appropriate channels to deliver the right content to the right customer at the right time.

Responsibilities:

• Lead and collaborate with teams including Customer Success, Product, Education, Data Science, and Creative to design and deliver experiences that delight customers, drive adoption, and increase customer lifetime value.
• Develop a deep understanding of the customers to inform the creation of strategic plans and programs tailored to the individual unique personas that they serve.
• Design and manage Onboarding and Adoption programs that include highly personalized, omni-channel experiences helping the customers achieve their desired individual and business outcomes.
• Partner with Education and Product Marketing teams on content strategy and development including elements such as Certifications, training webinars, and other resources needed to support the customers in achieving maximum value from the the platform throughout their lifecycle.
• Leverage analytics to uncover data-driven insights to inform strategy, design, and optimization of customer experiences, leading to retention and overall customer growth.
• Be proactive in measuring and evaluating performance and adjust strategy as needed to drive business outcomes, presenting results, recommendations, and next steps.

Requirements:

• A Bachelor’s degree is preferred, or equivalent work experience is required.
• 3-4 years of proven work experience in adoption/retention marketing, customer lifecycle, or similar roles (preferably in a B2B SaaS environment).
• Experience in the design, development, and management of adoption marketing programs, strategies, and/or processes.
• An analytic mindset and skills to measure performance with a data-driven approach to decision-making.
• A deep understanding of customer segmentation and how various marketing channels complement each other to support successful cross-channel retention campaigns.
• Ability to analyze what’s working and what’s not, and directing teams to maximize effectiveness.
• Excellent interpersonal skills, and ability to build strong relationships and partners across teams.