Responsibilities

• Own and execute the lifecycle strategy: Design, launch, and optimize lifecycle programs across email, SMS, push, and in-app channels to drive activation, engagement, retention, and revenue.
• Map high-leverage customer touchpoints: Identify moments that educate, reassure, and convert users across their clinical + product experience.
• Build and improve lifecycle flows: Own onboarding, nurture, education, personalization, retention, upsell, and winback flows.
• Continuously optimize flows: Test and iterate using segmentation, content experiments, and performance insights.
• Lead experimentation & analytics: Develop structured testing roadmaps across messaging, timing, channels, and creative.
• Use data to drive decisions: Leverage cohort, funnel, and LTV analysis to measure impact and guide optimizations.
• Establish a strong CRM foundation: Ensure data flows, triggers, and event tracking are accurate and reliable.
• Maintain compliance and quality: Uphold deliverability, QA, privacy, and HIPAA-aligned communication standards.
• Collaborate cross-functionally: Partner with product, clinical, and marketing teams to ensure lifecycle messaging is accurate, empathetic, and on-brand.
• Translate insights into action: Share lifecycle learnings to influence product, marketing, and content strategies.
• Create compelling lifecycle content: Write clear, supportive, high-performing copy across lifecycle touchpoints.
• Simplify complex concepts: Translate clinical information into accessible, patient-friendly communication.
• Report on performance & outcomes: Build dashboards and communicate results, insights, and recommendations regularly.
• Own core lifecycle metrics: Drive improvements in activation, retention, conversion, repeat usage, and LTV.

Requirements

• You have 4–6 years of hands-on lifecycle or CRM experience at a high-growth startup, consumer health brand, and/or ecommerce business.
• You have deep expertise in email/SMS strategy, journey design, segmentation, and flow optimization—and a track record of improving activation and retention.
• You are super analytical, comfortable with funnel analysis, cohort tracking, retention metrics, A/B testing, and turning data into clear recommendations.
• You’ve worked closely with product teams and understand event tracking, triggers, and experimentation frameworks.
• You’re a strong copywriter with exceptional instincts for clarity, empathy, and brand voice—especially when communicating complex or clinical concepts.
• You’re an organized project manager, able to juggle multiple flows, campaigns, and stakeholders without losing momentum.
• You’re entrepreneurial and proactive, energized by building from scratch and creating order in fast-moving, early-stage environments.
• You’re familiar with CRM and analytics tools (Iterable, Mixpanel, etc.).

Preferred

• You have experience in healthcare, telehealth, or HIPAA-regulated environments and understand the nuances of communicating in clinical contexts.