About the Role
We are hiring a Senior Manager, Lifecycle Marketing to own retention and customer lifetime value end-to-end.
This is not a traditional lifecycle role. You are not joining a team—you are the function.
We’re looking for a forward-deployed operator: someone who takes fragmented systems, imposes structure, and drives measurable outcomes. You will own everything post-enrollment—from onboarding through churn prevention, winback, and monetization—and will be accountable for improving retention and LTV.
If your instinct is to ask “what’s the fastest way to move this number?” rather than “is this in my scope?”, this role is for you.
Why This Role Exists
We serve 45,000+ active customers in a subscription-based credit repair business. Our biggest growth lever is retention—but ownership today is fragmented across multiple teams and vendors.
Key opportunities:
- Significant drop-offs across the retention curve (especially early lifecycle and Month 3–4)
- 600K+ former customers available for winback (currently untapped)
- Lapsed third-party monetization program ($600K+/year historically)
- New product (CARE) launching with lifecycle ownership required
- Proprietary real-time credit data layer enabling event-triggered messaging
This role consolidates ownership under a single accountable leader.
What You’ll Own
You will own the entire post-enrollment lifecycle, including:
Retention & Lifecycle Strategy
- End-to-end lifecycle across email, SMS, and customer education
- Day 0 onboarding and expectation setting
- Early churn prevention (Day 7, Day 14)
- Mid-lifecycle churn intervention (especially Months 3–4)
- Continuous optimization of retention and LTV
Execution (Hands-On)
- Build and manage flows in Customer.io
- Write customer-facing copy and educational content
- Design and launch triggered journeys based on behavior and real-time data
- Troubleshoot and fix issues without relying on a large team
Deliverability
- Own sender reputation, IP warming, and domain health
- Manage vendor relationships (e.g., Inbox Army)
- Maintain list hygiene, bounce rates, and spam compliance
Revenue Expansion
- Launch and scale winback campaigns (600K+ database)
- Rebuild third-party offer monetization program
- Own lifecycle for new CARE subscription product
Data & Reporting
- Define lifecycle KPIs (retention, LTV, recovery rates)
- Build reporting cadence with BI (ThoughtSpot/Snowflake)
- Analyze cohort performance and identify intervention points
What You’ll Influence
- Product and pricing decisions (based on churn insights)
- Customer service save strategies and scripts
- Credit data trigger development with engineering
- Lifecycle analytics and dashboard design
What Success Looks Like (First 90 Days)
By Day 90, you will have:
- Consolidated all lifecycle ownership under one function
- Stabilized or improved deliverability
- Launched early-stage churn prevention (Day 0–14)
- Deployed M3–M4 churn interventions
- Improved auto-dunning performance
- Established weekly lifecycle reporting
- Launched a winback pilot campaign
- Delivered a roadmap tied to measurable revenue impact