Senior Lifecycle Marketing Manager

Responsibilities

• Own the lifecycle strategy for patients across the full journey: lead to booking, booking to attended visit, and first visit to long-term retention and win-back. Translate strategy into roadmaps and test plans for each audience, offering, and partnership.
• Build and launch automated journeys in Customer.io for every step in between, with the messages, branches, and fallbacks that move each patient forward based on their offering, how they found us, and where they are in their care.
• Manage our ESP end-to-end — including data schema, event and attribute mapping, segmentation, deliverability, UTM governance, and error handling.
• Own the lifecycle engineering roadmap: write the tickets, prioritize them with Product & Engineering, and ensure clean data ingestion into Customer.io, cohort tagging, and alignment with downstream analytics tools.
• Design and run A/B and holdout tests in Customer.io, with always-on testing on our highest-volume flows. Define KPIs, share insights across the org, and monitor performance across bookings, attendance, retention, and LTV.
• Keep every live program healthy: set up the QA and monitoring that catches a broken trigger, filter, or drop-off within hours, not weeks.
• Enforce compliance (HIPAA, TCPA, CAN-SPAM, and carrier SMS rules) across all lifecycle channels, including consent states, subscription preferences, partner-specific rules, and suppression logic.
• Serve as the voice of lifecycle internally: share insights and roadmaps with Growth, Product, Engineering, Data, CX, Provider Ops, Commercial, and Leadership to inform broader GTM planning.

Requirements

• 4–6 years owning multi‑channel lifecycle programs for B2C or digital health products, including hands-on buildout of automated journeys.
• Advanced proficiency with ESPs (e.g. Customer.io) across event-driven automation, segmentation, personalization logic, and deliverability best practices, plus experience with the technical side of lifecycle: data, events, and integrations.
• Proven track record of lifting activation, retention, or LTV through disciplined testing and clear analytical readouts.
• Strong editorial judgment and feedback skills, with the ability to turn insights into crisp briefs and polished, on-brand email, SMS, and push content.
• Effective cross-functional collaborator with Growth, Product, Engineering, Data, and CX, and able to turn lifecycle needs into clear requirements engineers can build from.
• Operational rigor and attention to detail, with excellent QA habits and fluency in consent management and compliance.

Preferred

• AI-led, not AI-assisted. We're not looking for someone who uses AI tools to move a spreadsheet faster. We're looking for someone who looks at an operational process and asks how it should be rebuilt from the ground up with autonomous systems doing work that wasn't possible two quarters ago. You've shipped something in this space, you have opinions about where it's going, and you're already building for that future. When a new model or tool drops, you've tried it by the end of the week and come back with ideas for what it could do here.
• A product brain. You think about the people on the other end of the workflow, whether that's a provider getting credentialed or a patient waiting on a prior authorization, not just the system. You push back when a process doesn't make sense and offer better alternatives. You need to understand the "why."
• An ownership mindset. You take a project from "vague idea" to "shipped and working" without needing someone to hand-hold you through the middle. You flag problems early, drive decisions, and follow through.
• A bias for speed. You understand the difference between moving fast and cutting corners, and you know when a situation calls for one or the other. In healthcare operations, that judgment matters.

Benefits

• The chance to drive impact in healthcare from day one, with direct exposure to company leadership
• Comprehensive health insurance, including medical, dental and vision
• Unlimited dietitian and GLP-1 care
• Light-filled Madison Square Park office
• Generous PTO
• 401(k) with match
• Citi Bike membership
• Unlimited dietitian care
• Competitive salary and equity