Director, Lifecycle Marketing

Description

The company builds technology that helps brands treat customers as people, at scale.

The team is friendly, caring and driven, and it is growing fast across the globe.

The company also works toward more equity and opportunity, both inside the company and beyond it.

Success here means holding high standards for yourself and others, acting independently, owning your results and staying open to other views.

Curiosity and a range of outside interests add energy to the culture.

If you like hard problems, act quickly when things change, and want to make a real difference alongside a sharp team, this may suit you.

Responsibilities

• Lead the next stage of the lifecycle marketing function, including building and growing a high-performing team.
• Set lifecycle strategies that create meaningful engagement with both prospects and existing customers.
• Help customers find, adopt and get value from the company's growing product line, including its AI capabilities, and connect adoption and outcomes to retention and growth.
• Bring a clear point of view on personalized experiences, experimentation and emerging technology, and turn it into scalable programs, team capabilities and an operating model.
• Work with Product Marketing, Product, Customer Success, Revenue teams, Marketing Operations and other stakeholders so lifecycle marketing drives customer value and business growth.
• Set a vision, priorities and roadmap that tie engagement to measurable business results.
• Hire and onboard talent, set clear ownership and operating rhythms, and build a culture of strategic thinking, innovation, accountability and ongoing growth.
• Run lifecycle programs across prospect nurturing, onboarding, activation, adoption, engagement and expansion.
• Build and scale adoption strategies, with a focus on speeding uptake of new AI capabilities and turning product launches into customer outcomes.
• Work with Product, Product Marketing, Customer Success and Revenue to find adoption blockers, learn what customers need and build targeted programs that shorten time-to-value, deepen usage and support retention and expansion.
• Lead advanced audience strategy, segmentation and personalized journeys using behavioral, account-level and product usage data.
• Create a measurement framework that links program results to prospect conversion, pipeline, adoption, engagement, retention and expansion, then turn findings into clear advice and stories for senior leaders.
• Build a disciplined testing culture, with roadmaps that question assumptions and uncover new chances across audiences, journeys and channels.
• Lead the company's internal use of its own platform, testing new applications and working with Product and Product Marketing on engagement best practice and product input.
• Advocate thoughtful use of AI within lifecycle marketing to improve personalization, speed up testing, raise efficiency and open new engagement methods.
• Work with Integrated Campaigns, Regional Marketing and other Demand Generation teams on prospect nurture that lifts engagement, conversion and pipeline movement, in line with go-to-market priorities.
• Coordinate with Customer Advocacy and Community teams so customer experiences deepen engagement and show the value customers get.
• Set up scalable processes, systems and cross-team ways of working so the team delivers well, focuses on high-impact work and keeps evolving as the business grows.

Requirements

• You are a strategic, data-driven leader who believes great customer experience supports lasting growth.
• You can turn product innovation into customer value and link adoption and engagement to retention and expansion.
• You enjoy building teams as much as building programs, and you bring a point of view on lifecycle marketing while staying open to shaping its future with your team and partners.
• You develop talent, set clear priorities and create the structure and culture a team needs.
• You build trust and influence across Marketing, Product, Customer Success, Sales and Revenue.
• You read customer behavior, product usage and marketing results to guide strategy and investment and to explain impact.
• You are curious, enjoy experimenting, question convention and explore how AI can improve engagement.
• You set a compelling vision and stay close enough to execution to make decisions, solve problems and keep delivery high quality.
• You have 8+ years in lifecycle, customer, CRM, growth marketing or related fields, including leading high-performing teams.
• You have a record of lifecycle strategies and programs that produce measurable results across prospects and customers, ideally in a global B2B SaaS company.
• You know SaaS customer journeys from onboarding through expansion and can turn product features into customer value.
• You have built adoption and engagement programs with Product, Product Marketing and Customer Success. Familiarity with AI-powered products and evolving SaaS portfolios is highly desirable.
• You have deep skill in segmentation, personalization, journey orchestration, experimentation and lifecycle analytics, and can turn complex data into action.
• You have used customer engagement and marketing automation platforms such as the company's own platform, Marketo or similar tools, and you know email, in-product messaging, SMS and other lifecycle channels.
• You can set up measurement frameworks and KPIs and show how lifecycle marketing adds to pipeline, customer value, retention and growth.
• You communicate well with executives, can shape strategy, win senior support and align cross-functional teams.
• You have hands-on experience using AI marketing tools and automation to improve personalization, testing, efficiency and team output.

Conditions

This is a hybrid role.

The company is headquartered in New York and has offices in Austin, Berlin, Bucharest, Chicago, Dubai, Jakarta, London, Paris, San Francisco, São Paulo, Singapore, Seoul, Sydney and Tokyo.

For candidates based in the United States, base pay at the start is expected to be between $170,000 and $195,500 per year.

Expected On Target Earnings, including bonus or commission, are between $200,000 and $230,000 per year.

Your final offer may vary based on market location, job knowledge, skills and experience.

Some people hold back unless they meet 100% of the criteria; if that is you, the company encourages you to apply.

The company is an equal opportunity employer.

AI tools help screen applications, schedule interviews and summarize interview notes, and screening may amount to solely automated decisions, but recruiters make all hiring decisions.

You may opt out of AI-assisted review of your application, and depending on your location you may have rights to information, human review and contesting decisions.

Bias audit summaries for the screening tools are published.

Benefits

• Benefits vary by country and are confirmed in any offer.
• Competitive compensation that may include equity, including restricted stock unit (RSU) grants as part of total rewards.
• Retirement plan and employee stock purchase plan.
• Flexible paid time off.
• Medical, dental, vision, life and disability coverage.
• Fertility benefits and equal paid parental leave.
• Career pathing, learning platforms and a yearly learning stipend.
• Annual company-wide Volunteer Week and donation matching.
• Employee resource groups.
• An in-office experience designed for community and team connection.