Responsibilities

• Own the full customer lifecycle strategy across email, in-app, and other engagement channels, from trial through renewal and expansion.
• Design and launch signal-based, triggered campaigns
• Build and own a dedicated retention and churn-prevention strategy
• Partner closely with Product, CS and Education/Enablement teams.
• Work hand-in-hand with Marketing Operations to build the technical infrastructure
• Bring a strategic, product-marketing mindset to every decision

Requirements

• 5+ years in lifecycle marketing, customer marketing, or CRM/email marketing, with direct ownership of retention or expansion outcomes
• Experience across both self-serve/product-led and sales-assisted customer motions.
• Hands-on experience with a lifecycle/CRM platform (e.g., Customer.io http://Customer.io, Braze, Iterable) and comfort working with product usage data to inform campaigns
• Strong instincts for making your impact clear and visible to the teams you work with, even when that impact isn't easy to measure
• Comfort operating with ambiguity and driving alignment across multiple stakeholders
• A bias toward auditing and improving what exists

Preferred

• Experience supporting both self-serve and sales-assisted lifecycle paths
• Background in ecommerce, especially with tools like Shopify, Klaviyo or Recharge
• Exposure to monetisation levers such as usage-based pricing, expansion triggers or plan migrations
• AI at Gorgias

Benefits

• learning budget