Head of Customer Lifecycle Marketing

Responsibilities

• Customer Lifecycle Portfolio: Design and manage a portfolio of customer marketing programs spanning acquisition, activation, retention, expansion, and advocacy that enables Marketing to achieve its customer growth and revenue contribution goals.
• Journey Architecture: Partner with Product Marketing to design and build the audience segments, triggers, sequences, and delivery logic required to ensure customers receive the right touchpoint at each stage of their journey.
• Lifecycle Channels: Own the playbooks, processes, and standards that drive the execution of core customer engagement channels (email, in-product, and SMS) and partner with Customer Success and Sales to integrate with human-led channels.
• Performance Measurement: Partner with Marketing Insights to measure and understand the impact of Customer Lifecycle Marketing on key customer and platform metrics and use these findings to optimize program performance.
• Customer Lifecycle Team: Lead and develop a high-performance Customer Lifecycle Marketing team (currently three senior individual contributors), enabling them to grow their impact, expertise, and ownership.
• Operations Partnership: Partner with Marketing Operations to translate the lifecycle strategy and playbook into the system capabilities and operational processes required to execute, measure, and optimize.

Requirements

• Lifecycle Experience: 10+ years in lifecycle, CRM, growth, or customer marketing roles, ideally in a platform business with an expansion motion and an SMB target customer.
• Customer Centricity: A point of view on what a customer needs at a given moment and the discipline to decide when the right answer is to leave them alone. You treat customer attention as scarce and spend it deliberately.
• Business Impact: You have a track record of running programs and functions that achieve acquisition, retention, and expansion goals and drive customer and revenue outcomes.
• Marketing Craft: You have built thoughtful and dynamic customer-facing experiences that use customer data and interaction signals to go beyond simply sequencing emails.
• AI and Agent Expertise: You have used AI to automate and personalize customer experiences, and are eager to leverage the next-generation of agentic lifecycle marketing solutions to increase impact.
• Partnership and Collaboration: You have developed effective ways of working with teams like Content, Product Marketing, and Marketing Operations, and created strong partnerships with functions like Customer Success, Sales, and Product.
• Leadership: You have successfully set the direction for a team being built, and you have a demonstrated ability to develop and hire top talent, including growing senior individual contributors.

Benefits

• At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community.
• We’re data-driven and never stop iterating.
• Total Rewards @ Justworks.
• Diversity At Justworks