Responsibilities

• Develop the strategy for—and create and optimize the execution of—self-service customer lifecycle programs, identifying key milestones, messages and experiences that drive onboarding success, ongoing product adoption and account retention for customers with the fewest high-touch interactions.
• Assist in building and operating Sprout’s in-app customer lifecycle strategy with cross functional partners, programmatically launching relevant communications to grow product adoption and continually iterating approaches to improve outcomes as the product evolves.
• Oversee project management for self service email and in-app lifecycle programs, setting clear timelines, deliverables, and resourcing to ensure smooth execution across teams.
• Lead with AI: Research, experiment, and implement new technology and approaches from the rapidly evolving AI toolset not only to accelerate the work of the Customer Marketing team, but to transform the way the team works and what they deliver to the business and our customers.
• Analyze program performance and customer engagement, sharing insights with stakeholders, and making data-driven adjustments to optimize performance.
• Build strong relationships and collaborate with key stakeholders, including teams in Product, Customer Success, Product Marketing, Product Operations, Brand Creative and Marketing Operations.

Requirements

• 6+ years of relevant experience in Lifecycle Marketing, Customer Education, or Product Marketing roles
• 3+ years experience in creating or supporting B2B product adoption or customer education programs
• Proven track record of developing and executing cross-functional projects with customer-facing deliverables from ideation through reporting outcomes and future iteration planning
• Demonstrable expertise in standalone and evergreen marketing campaigns, specifically delivering product adoption outcomes

Preferred

• Meaningful experience (3-5 years) owning in-app communications or digital adoption strategy
• A natural collaborator with Product teams: you understand how PMs think, can translate technical roadmap language into adoption strategy, and influence without authority
• Data-driven and experiment-minded, you set ambitious targets, design tests to validate assumptions, and aren't precious about iterating when data says to
• Comfortable working in fast-paced environments with competing priorities; ability to prioritize high-impact work and drive alignment across teams
• Familiarity with social media marketing, social media marketers and the social media marketing tech landscape
• User-level familiarity with customer experience management and marketing technologies like Salesforce, Customer.io, Pendo, and Gainsight, as well as AI tools such as Claude or Gemini

Benefits

• Comprehensive Health & Wellness: Premium BCBSIL medical, dental (high/low plans), and vision (Eyemed) insurance for you and your eligible dependents.
• Premium Mental Health Support: Full, free access to Modern Health for you and your dependents, including coaching, therapy sessions, and digital wellness resources.
• Retirement Savings: 401(k) plan with a 50% company match on your first 6% of contributions (a 3% total match).
• Financial Security: 100% employer-paid Life and Disability insurance for your peace of mind.
• Flexible Paid Time Off: A flexible PTO policy, supplemented with additional company-wide Rest & Recharge days throughout the year.
• Paid Parental Leave: Up to 16 weeks of paid leave for new parents to support you in expanding your family.
• Annual Lifestyle Stipend: A $1,000 USD annual Lifestyle Spending Account to spend on your physical, mental, and financial well-being.
• Work From Home Support: A one-time $550 USD stipend to set up your home office, plus a monthly $50 USD stipend for internet.
• Giving Back: 16 hours of paid volunteer time annually, plus a $100 annual match for your charitable donations.
• Additional Financial Perks: Access to pre-tax commuter benefits, subsidized child/eldercare (Care.com), discounted pet insurance (Figo), and no-cost personalized financial wellness support through Your Money Line .