Director, Lifecycle Marketing

Description

The company builds a customer engagement platform that lets brands talk to their customers at scale, treating each message as a human conversation.

The company is growing fast across the globe and wants to raise standards, work as one team, keep work and life in balance, and widen equity and opportunity both inside and outside the organization.

The team values autonomy, accountability, curiosity, openness to other views, and sharing varied personal interests, which keeps the culture lively.

This role suits someone who enjoys hard problems, acts quickly when things change, and wants to make a real difference on a sharp, committed team.

Responsibilities

• Lead the next phase of the company's lifecycle marketing function, hiring, developing and organizing a high-performing team while setting strategy for prospect and customer engagement.
• Help customers find, adopt and get value from the company's growing product and AI portfolio, linking adoption and outcomes to retention and growth.
• Set the vision, priorities and roadmap for lifecycle strategy, tying engagement to measurable business results.
• Own and improve lifecycle programs from prospect nurturing through onboarding, activation, adoption, engagement and expansion.
• Build adoption strategies that speed up time-to-value, with a focus on new AI features.
• Work with Product, Product Marketing, Customer Success, Revenue, Marketing Operations and other teams to find adoption blockers and build targeted programs.
• Develop audience strategies, segmentation and personalized journeys using behavioral, account and product usage data.
• Create a measurement framework that links programs to pipeline, adoption, engagement, retention and expansion, and turn findings into clear recommendations for senior leaders.
• Lead a testing culture with roadmaps that challenge assumptions and improve performance across audiences, journeys and channels.
• Act as the strategic lead for using the company's own platform to model engagement best practices and feed product ideas.
• Encourage thoughtful use of AI in lifecycle work to improve personalization, testing, efficiency and new engagement methods.
• Work with integrated campaigns, regional marketing and demand generation teams on prospect nurture that supports conversion and go-to-market goals.
• Partner with customer advocacy and community teams to build joined-up customer experiences that reinforce value.
• Set up scalable processes and cross-team ways of working that let the team deliver well and evolve as the business grows.

Requirements

• Strategic, data-driven marketing leader who sees exceptional customer experience as central to sustainable growth.
• Able to turn product innovation into customer value and connect adoption and engagement to retention and expansion.
• Energized by building both teams and programs, with a clear view of lifecycle marketing and the willingness to shape it with others.
• Proven record of building and scaling programs that drive prospect conversion, adoption, engagement, retention and expansion in B2B SaaS.
• Skilled at developing people, setting priorities and building the structure a team needs to do its best work.
• Understands how adoption, time-to-value and retention relate, and can turn that into lifecycle strategy.
• Collaborates well, builds trust and influences stakeholders across marketing, product, customer success, sales and revenue.
• Analytical, able to link customer behavior, product usage and marketing results to business outcomes and communicate the impact.
• Curious and inventive, comfortable with experimentation, questions standard approaches and explores how AI can improve engagement.
• Sets a clear vision while staying close enough to execution to make decisions, solve problems and keep delivery high quality.
• 8+ years in lifecycle, customer, CRM, growth marketing or related fields, including building and leading strong teams.
• Proven experience creating lifecycle strategies and programs with measurable results across prospect and customer audiences, ideally in a global B2B SaaS company.
• Solid knowledge of SaaS customer journeys, including onboarding, activation, adoption, engagement, retention and expansion, and turning product features into customer value.
• Experience building adoption and engagement programs with Product, Product Marketing and Customer Success. Experience with AI-powered products and changing SaaS portfolios is highly desirable.
• Deep skill in segmentation, personalization, journey orchestration, experimentation and lifecycle analytics, turning complex data into action.
• Experience with customer engagement and marketing automation platforms such as Marketo or the company's own platform, plus email, in-product messaging, SMS and other lifecycle channels.
• Able to set up measurement frameworks, define useful KPIs and show how lifecycle marketing contributes to pipeline, customer value, retention and growth.
• Strong executive communication, able to explain strategy, influence senior stakeholders and align cross-functional teams.
• Hands-on use of AI-powered marketing tools and automation to improve personalization, testing, efficiency and team productivity.

Conditions

Hybrid work model.

For candidates based in the United States, expected starting base pay is $170,000 to $195,500 per year, with expected On Target Earnings of $200,000 to $230,000 per year including bonus or commission.

Final pay depends on factors such as market location, job-related knowledge, skills and experience.

AI-assisted tools help screen applications and handle scheduling and interview notes, while recruiters make all hiring decisions.

Candidates who do not meet 100% of the criteria are still encouraged to apply.

The company is an equal opportunity employer.

Benefits

• Equity grants of restricted stock units (RSUs), so you own a share of the company.
• Benefits differ by country, and full details are provided with any offer.
• Flexible paid time off.
• Retirement plan and employee stock purchase plan.
• Medical, dental, vision, life and disability coverage.
• Fertility benefits and equal paid parental leave.
• Formal career paths, learning platforms and a yearly learning stipend.
• In-office programs designed to build community and team connections.
• Annual company-wide Volunteer Week and donation matching.
• Employee resource groups.
• Collaborative, open and enjoyable culture.