Director, Customer Lifecycle Marketing at FareHarbor | Denver, CO | $137K/yr – $206K/yr

FareHarbor

Director, Customer Lifecycle Marketing

Denver, CO (Hybrid)

$137K/yr – $206K/yrDirector/Executive8+ years expFull time

Posted 5 weeks ago

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Job Summary

Own lifecycle journeys that drive NRR and expansion by turning activation, adoption, retention, and advocacy into repeatable programs.

Lifecycle ownership: define journeys, segments, and automation to lift NRR through activation, adoption, retention, and expansion.
Cross-functional partnerships: align with Sales, Onboarding, PMM, Growth to unlock expansion signals and reduce risk.
Measurement and AI: build testing, AI-enabled personalization, and dashboards to prove impact on client outcomes.

Job Description

Lead lifecycle marketing’s contribution to Net Revenue Retention (NRR), product adoption, client engagement, expansion revenue
Develop and execute a client lifecycle strategy that supports activation, adoption, retention, expansion, and advocacy
Build scalable programs that influence client behavior and drive measurable business outcomes across the client journey
Partner with Account Management, Sales and Onboarding teams to support expansion opportunities, adoption initiatives, and risk mitigation efforts
Create programs that reinforce FareHarbor’s value proposition and strengthen long-term client loyalty
Define and continuously optimize the client journey across onboarding, adoption, renewal, expansion, and advocacy
Identify key lifecycle moments that drive retention, product engagement, expansion readiness, and client satisfaction
Use client insights, behavioral data, and engagement patterns to uncover opportunities to improve the client experience, differentiated by their segment
Continuously evaluate where client experiences break down and partner cross-functionally to improve them
Design and scale a cohesive lifecycle marketing system across campaigns, client communications, product launches, events (including our annual Spark user conference) adoption programs, community engagement and expansion initiatives

8-10+ years of experience in demand generation, lifecycle marketing, client/customer marketing, or retention marketing in B2B environments, preferably in the technology sector
Have built and run lifecycle marketing systems that connect segmentation, campaign sequencing, and measurement into a repeatable engine
Strong grasp of lifecycle math: retention rates, expansion conversion, revenue per member, and how to use those numbers to prioritize programs
Experience building multi-touch campaign sequences across the member journey, not just individual sends
Strong understanding of segmentation strategy and how to tailor communications to different personas, roles, regions and lifecycle stages
Experience designing campaigns and communications that drive measurable retention and expansion
Experience leading teams that plan and produce events of different formats and sizes, including user conferences
Ability to translate product launches and platform updates into strategic, value-led member communications
Experience working cross-functionally with product marketing, and operations teams
Proven ability to use engagement metrics, lifecycle performance, and data to drive continuous improvement

Experience with B2B SaaS or enterprise software
Experience with HubSpot
Background in the travel industry
Familiarity with account-based marketing (ABM) approaches
Experience across both acquisition and lifecycle marketing

Medical, dental + vision coverage
26 vacation days, 10 sick days & 12 paid holidays per year
Global leave benefit
22 weeks paid parental leave
2 weeks paid grandparent leave
Extended care and bereavement leave
Life insurance policy
401k + employer matching
Social hours & events and team-building
Educational Opportunities

FareHarbor

3.7 Glassdoor

At FareHarbor, our mission is to make experiences better for everyone. Founded in 2013 in Hawaii and acquired by Booking Holdings in 2018, FareHarbor creates powerful tools that enable our clients (think boat rentals, museums, food tours, events and more!) to operate and grow.With over 20,000 clients across 90+ countries—we’re the largest in our industry and shaping the future of travel, together. We're always seeking bright new talent to join the FareHarbor family (that's your cue)! Find out more at: https://fareharbor.com/jobs/

Founded in 2013

Amsterdam, North Holland, NLD

927 employees (56 in marketing)

fareharbor.com

62% recommend to a friend

51% CEO approval