Responsibilities

• Own Legion’s lifecycle marketing strategy across activation through winback
• Build the CRM operating system across email, SMS, push, in-app, transactional comms, and future-owned channels
• Map the full patient journey including states, triggers, audiences, suppressions, escalation points, and channel rules
• Build high-impact flows for abandoned intake, incomplete booking, reminders, no-show prevention, post-visit follow-up, renewals, reactivation, and churn
• Partner with product and engineering to instrument events for reliable lifecycle automation, attribution, and measurement
• Partner with clinical operations to reflect care workflows, scheduling capacity, refill policies, escalation paths, and patient support
• Build segmentation and personalization systems by lifecycle stage, acuity, engagement, insurance status, appointment behavior, and patient communication preferences
• Own lifecycle experimentation: A/B tests, holdouts, incrementality tests, send-time tests, cadence tests, copy tests, and channel-mix tests
• Create lifecycle dashboards and weekly reporting across growth, product, ops, clinical, and leadership

Requirements

• 6+ years in lifecycle marketing, CRM, retention, engagement, growth marketing, patient engagement, or owned-channel marketing
• 3+ years directly owning lifecycle programs across email, SMS, push, in-app, transactional messaging, or direct mail
• Strong preference for experience in consumer healthcare, marketplaces, subscriptions, mobile apps, fintech, consumer services, e-commerce, or other high-volume consumer businesses
• Experience building event-triggered journeys, segmentation systems, personalization logic, suppression rules, send calendars, and testing roadmaps
• Hands-on fluency with CRM / marketing automation platforms such as Braze, Iterable, Customer.io, Klaviyo, HubSpot, Salesforce Marketing Cloud, or similar
• Strong analytical judgment: funnel analysis, cohort analysis, retention curves, A/B tests, holdouts, incrementality, attribution, LTV, churn, and reactivation
• Comfort working with data and technical teams; basic SQL or SQL-adjacent analysis
• Excellent patient-facing writing judgment; clear, warm, and clinically careful messaging
• Strong operational rigor around QA, deliverability, consent, localization, link checking, dynamic content, approvals, and launch readiness
• Healthcare judgment; messages about psychiatric care, medication, insurance, no-shows, refills, and follow-up must be handled with care
• Experience partnering cross-functionally with product, engineering, data, clinical operations, customer support, compliance, legal, design, and growth
• Low ego, high ownership, startup intensity

Preferred

• Bonus: experience with HIPAA, TCPA, PHI handling, patient engagement, appointment reminders, medication adherence, healthcare CRM, telehealth, or regulated consumer products

Benefits

• Health Insurance: Medical, dental, and vision benefits
• In-person retreats, meal stipends, lifecycle/CRM tooling budget, learning stipend, AI tooling budget
• Time Off: Flexible, unlimited vacation policy
• Work Hours: Flexible, with responsiveness around high-impact launches or patient communication issues
• Work Setup: In-Person in San Francisco, CA, preferred; exceptional remote candidates considered
• Impact: Build the communication system that helps patients access and stay in high-quality psychiatric care
• Autonomy and Learning: Own lifecycle strategy, CRM infrastructure, patient journeys, experimentation, reporting, and retention systems end-to-end
• Growth Opportunities: Potential to move into Head of Lifecycle, CRM, Patient Engagement, or broader growth leadership as Legion scales