Responsibilities

• Establish and own the customer lifecycle function from the ground up — defining strategy, setting priorities, and building the processes and systems to scale it
• Develop and execute programs that support customer onboarding, activation, product adoption, engagement & retention
• Design segmented, personalized messaging strategies tailored to different customer cohorts
• Build automated workflows and behavioral triggers that guide customers through key lifecycle stages and encourage healthy platform engagement
• Run A/B and multivariate tests to optimize messaging, timing, channel mix, and engagement strategies
• Analyze campaign performance and customer behavior data to identify friction points, churn signals, and engagement opportunities
• Partner with Customer Success and Sales to develop customer success stories that support retention, adoption, and growth
• Maintain a lifecycle roadmap that drives measurable improvements in retention, product adoption, and customer lifetime value

Requirements

• 7+ years of marketing experience, with at least 4 years focused on lifecycle or customer marketing
• B2B SaaS marketing experience is required
• A builder's mindset — comfortable operating with ambiguity, determining priorities without a playbook, and standing up new programs, processes, and functions from scratch
• Ability to think and execute both strategically and tactically, and to pivot quickly based on real-time data
• Proven track record building lifecycle/retention programs that improved activation, adoption, and retention metrics
• Strong analytical skills — able to interpret data into hypotheses and an experimentation strategy

Preferred

• Experience developing customer success stories, case studies, or customer education content (knowledge bases, onboarding content, how-to guides, etc.) — a plus

Benefits

• Full Medical, Dental, and Vision (up to 100% covered)
• 401K and commuter benefits
• Flexible PTO
• High-impact work that directly improves the healthcare experience for millions