Lifecycle Journey Manager, Cross-Sell & Expansion

Responsibilities

• Own end-to-end strategy and the primary KPI for the Cross-Sell / Expansion pillar (products per user, secondary-LOB adoption, expansion revenue).
• Design multi-product, multi-channel journeys - post-purchase upsell, marketplace and in-app offers, next-best-product - that move users into their second and third products.
• Define next-best-product and propensity logic with Data Science; set the signals, eligibility, and guardrails that the decisioning stack (AID / Hightouch) optimizes toward.
• Build and launch journeys in our lifecycle platform (Iterable) - workflow setup, audience configuration, suppressions, QA, and launch checks - increasingly orchestrated through AI decisioning.
• Run structured experiments (offers, timing, sequencing, channels) to grow breadth and depth without over-messaging.
• Partner with PMM on cross-sell value propositions and with LOB / partner teams on offer economics.
• Own the numbers - report on expansion KPIs, surface insights, and recommend concrete next steps based on data.
• Direct and supervise the AI agents (rapid response, monitoring, quality) that execute the pillar’s programs.

Requirements

• 5–8+ years in lifecycle / CSM, growth, or retention marketing for a digital product or subscription business, with depth in cross-sell, upsell, or monetization.
• A track record owning both strategy and execution - you’ve defined lifecycle plans and personally shipped journeys in Iterable, Braze, Salesforce Marketing Cloud, or similar.
• Strong data literacy - propensity, funnel, cohort, and incrementality analysis - with the ability to translate findings into roadmaps.
• Experience designing always-on, triggered programs (cross-sell, post-purchase, onboarding-to-adoption) rather than one-off blasts.
• Comfort directing AI / ML decisioning or personalization (predictive scoring, next-best-action models).
• Cross-functional influence with Product, Data, Legal / Compliance, and Creative; able to align stakeholders without authority.
• Excellent written communication and a high bar for QA and detail.
• A bias toward ownership and action - you ship, learn, and iterate quickly.

Preferred

• Experience in fintech, subscription, or marketplace businesses.
• Familiarity with Hightouch, AID, or other decisioning / composable martech platforms.

Benefits

• Competitive salary with a performance-based bonus scheme (up to 10%)
• Flexible working hours with hybrid / home-office options
• The chance to join a major global tech company listed on the S&P 500
• A meaningful learning & development budget and clear career growth
• Comprehensive health and wellbeing benefits
• Modern equipment (Mac/Windows) for work and personal use
• Employee Stock Purchase Plan