Responsibilities

• Build Legion’s AI-native lifecycle engine across activation, booking, visit completion, follow-up adherence, medication renewal support, retention, reactivation, and winback.
• Design the patient communication system across email, SMS, push, in-app, transactional reminders, AI-assisted outreach, and future owned channels.
• Map the full patient journey into clear lifecycle states, triggers, audiences, suppressions, escalation rules, personalization rules, and next-best-action logic.
• Use Legion’s patient data to create highly personalized journeys based on intake status, appointment behavior, insurance status, treatment stage, follow-up cadence, renewal needs, engagement, risk of lapse, and communication preferences.
• Partner with product, engineering, and data to instrument the events, properties, data models, and workflows needed for intelligent lifecycle automation.
• Build AI-assisted communication workflows that can draft, personalize, route, test, and optimize messages while staying within approved clinical, compliance, and brand guardrails.
• Create proactive flows for abandoned intake, incomplete booking, pre-visit preparation, appointment reminders, no-show prevention, post-visit follow-up, refill and renewal nudges, reactivation, churn recovery, and long-term engagement.
• Build segmentation and personalization systems that can support thousands of patient-specific journeys instead of one-size-fits-all campaigns.
• Partner with clinical operations to ensure every message reflects real care workflows, scheduling capacity, prescribing boundaries, refill policies, escalation paths, and patient support processes.
• Own lifecycle experimentation across A/B tests, holdouts, incrementality tests, send-time tests, cadence tests, channel-mix tests, AI-personalization tests, and journey-level optimization.

Requirements

• 6+ years in lifecycle marketing, CRM, retention, engagement, growth marketing, patient engagement, consumer communications, or owned-channel marketing.
• 3+ years directly owning lifecycle programs across email, SMS, push, in-app, transactional messaging, or direct mail.
• Strong preference for experience in consumer healthcare, marketplaces, subscriptions, mobile apps, fintech, consumer services, e-commerce, or other high-volume consumer businesses.
• Experience building event-triggered journeys, segmentation systems, personalization logic, suppression rules, send calendars, experimentation roadmaps, and lifecycle reporting.
• Hands-on fluency with CRM / marketing automation platforms such as Braze, Iterable, Customer.io, Klaviyo, HubSpot, Salesforce Marketing Cloud, or similar.
• Strong AI-native operating ability. You should be excited to use LLMs, agents, data, and automation to generate better patient journeys, not just make existing workflows slightly faster.
• Strong analytical judgment: funnel analysis, cohort analysis, retention curves, A/B tests, holdouts, incrementality, attribution, LTV, churn, and reactivation.
• Comfort working with data and technical teams. You do not need to be an engineer, but you should understand events, properties, audiences, data quality, QA, and basic SQL or SQL-adjacent analysis.
• Excellent patient-facing writing judgment. You can make a message clear, warm, action-oriented, personalized, and clinically careful without sounding robotic or promotional.
• Strong product sense. You understand that lifecycle is not just marketing; it is part of the patient experience, product experience, and operations system.

Preferred

• Bonus: experience with HIPAA, TCPA, PHI handling, patient engagement, appointment reminders, medication adherence, healthcare CRM, telehealth, LLMs, AI agents, or regulated consumer products.

Benefits

• Health Insurance: Medical, dental, and vision benefits
• In-person retreats, meal stipends, lifecycle/CRM tooling budget, learning stipend, AI tooling budget
• Time Off: Flexible, unlimited vacation policy
• Work Hours: Flexible, with responsiveness around high-impact launches or patient communication issues
• Work Setup: In-Person in San Francisco, CA