Senior Customer Lifecycle Strategy Manager

About the role

We are seeking a strategic and execution-oriented individual contributor to build and scale our customer lifecycle strategy. This role will define how customers experience our platform across various stages of their journey, from onboarding to retention.

Responsibilities

• 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
• Create lifecycle programs across email, in-app guidance, education, webinars, community, and customer engagement channels
• Leverage AI-assisted workflows and internal subject matter expertise for scalable content creation
• 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
• Document and report lifecycle journeys against KPIs and product adoption metrics

Requirements

• 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
• 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 such as Pendo, Marketo, SendGrid, and Salesforce
• Strong systems-thinking and analytical mindset
• Comfortable operating in ambiguity and building processes from scratch

Qualifications

• BS/BA degree in Marketing, Communications, Business, Computer Science, or related field
• Experience with CRM systems and customer relationship management
• Knowledge of customer journey mapping and lifecycle marketing principles
• Experience with customer segmentation and behavioral analytics
• Ability to work effectively in a fast-paced, agile environment

Skills

• Strategic thinking and execution
• Customer-centric approach
• Strong communication and collaboration skills
• AI and automation proficiency
• Data analysis and interpretation
• Project management and organizational skills

Benefits

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. ZoomInfo offers comprehensive benefits, holistic mind, body, and lifestyle programs designed for overall well-being, and may use a software-based assessment as part of the recruitment process. We are proud to be an equal opportunity employer and welcome all qualified candidates.