Responsibilities

• Own the full customer lifecycle from pre-purchase nurture through activation, retention, and expansion. This role covers the entire journey, not just post-sale.
• Build the conversion framework that connects signups to paid customers. Model the buyer journey, measure conversion rates at each step, and build programs that improve them.
• Design and own onboarding programs that get new customers to first value fast, measurably reducing time-to-activation.
• Build retention and expansion programs that move customers from self-service to higher-value plans and drive upsells reducing sales' dependency on owning every expansion conversation.
• Build audience segmentation frameworks across customer types, verticals, and lifecycle stage to enable relevant, personalized messaging at scale.
• Partner with Customer Success to identify at-risk accounts early and build intervention programs before accounts churn.
• Own lifecycle reporting and attribution. You build programs that influence activation rates, conversion rates, and NRR impact.
• Manage the marketing automation stack for lifecycle execution: HubSpot, customer data, segmentation tools, and the LettrLabs platform itself.

Requirements

• 4–8 years in lifecycle roles in a B2B SaaS environment with ownership of both pre-purchase nurture and post-sale programs (post-sale only or B2C only lifecycle backgrounds will not be considered).
• Experience at a company with both self-service and enterprise product tiers. You understand how to build distinct journeys for different buyer paths and model the value of each.
• Hands-on experience building and managing automated programs in HubSpot, Customer.io, or a comparable marketing automation platform. You build the workflows yourself, not just direct someone else to.
• Demonstrated ability to connect lifecycle programs to revenue outcomes: conversion rates, retention rates, NRR, expansion ARR, or churn reduction.
• Strong segmentation instincts: you know how to use behavioral data, firmographics, and lifecycle stage to send the right message to the right person at the right time.
• Analytical enough to own your own reporting. You can build a dashboard, interpret cohort data, and make program decisions without waiting for a data team.
• Strong written communication: you write clear, on-brand copy for emails and direct mail without heavy editing support.
• Comfortable operating independently in a fast-moving environment where you're building infrastructure that doesn't yet exist.
• Startup plus agency/mature experience. You know what great looks like and how to get there!
• Bonus: direct mail as a lifecycle channel alongside email, or curiosity to build that motion from scratch.

Preferred

• Experience using direct mail as a lifecycle channel alongside email or curiosity to build that motion from scratch.
• Background in home services, e-commerce, or SMB-focused B2B SaaS audiences.
• Experience with multi-channel attribution and revenue influence modeling.
• Familiarity with product analytics tools to inform lifecycle trigger logic.

Benefits

• Work in an exciting company with competitive compensation and growing benefits.