Responsibilities

• Early Life experience
• Identify opportunities to test welcome journeys for all LifeLock customers, with the goal of improving early life retention
• Partner with Product to understand the onboarding experience and how we can utilize data to personalize member communications
• Test and learn what other channels (push, in product, etc.) are value adds and improve ROI of early life outreaches to help inform roadmap prioritization
• CSM/Product partnership
• Partner with the US/XS pod to understand points in the member’s early lifecycle that could provide opportunities for enhanced protection offerings
• Partner with the member engagement on the alerting experience and how that impacts early life
• Partner with product on new feature launches and how those can be used to drive value early and often for customers
• Customer-First Focus
• Monitor and analyze customer usage patterns, engagement metrics, and product adoption to identify opportunities

Requirements

• 8+ years working on a lifecycle program, preferably for a subscription-based product
• 2+ years’ experience working on engagement and retention within a lifecycle program
• Education : Bachelor’s degree in Marketing or related field
• Highly analytical with proficiency in reporting tools, such as Adobe analytics, Power BI, or Amplitude
• Experience with a large scale MarTech tool – SFMC, Braze, or Iterable preferred
• Location: New York Office (Onsite 3 days per week)

Preferred

• Experience using AI in CSM workflow a bonus

Benefits

• 401(k) match
• health insurance options
• disability coverage
• life insurance
• unlimited paid time off