Customer Lifecycle Marketing Manager

Responsibilities

• Ownership and scaling of the B2B post-sale lifecycle strategy, guiding it through the stages of onboarding, activation, adoption, retention, and expansion.
• Experience in product-led growth lifecycle: Use product-usage, intent, and health signals to trigger personalised journeys that accelerate activation, deepen adoption, identify product-qualified expansion opportunities, and improve retention.
• Designing lifecycle programs aimed at future growth, including automated onboarding processes and adoption campaigns triggered by customer actions.
• Utilizing customer engagement data to unearth attach opportunities and enhance lifecycle performance.
• Developing and refining customer communications across diverse channels such as email, in-app messaging with personalised interventions at scale
• Collaborating closely with the Customer Success and Product Marketing to facilitate post-sale, renewal nurturing, and reactivation efforts.
• Leading data-driven experimentation and optimization efforts through methods such as A/B testing to continuously refine lifecycle processes.
• Establishing lifecycle KPIs and routinely reporting on results to stakeholders, ensuring transparency and accountability in customer satisfaction metrics.

Requirements

• A minimum of 5 years of experience in lifecycle, retention, Gainsight, focusing on B2B audiences.
• Experience designing and scaling customer lifecycle programmes across multiple delivery models; including direct, partner-led, reseller, and managed-service routes to market, while maintaining a consistent digital customer experience and clear ownership model.
• Comprehensive understanding of the post-sale B2B customer journey, including onboarding, product adoption, retention, and expansion strategies.
• Proven experience in designing lifecycle journeys using behavioural signals rather than solely relying on time-based communication.
• Strong analytical skills, facilitating the translation of customer insights into impactful marketing strategies.
• An ability to thrive in cross-functional collaboration with teams across Product, Sales, and Demand Gen departments.

Preferred

• Familiarity with Gainsight is a plus

Benefits

• Market-competitive compensation including bonus scheme
• Career progression and internal mobility opportunities
• 30 days of annual leave, in addition to public holidays
• GBP 1.000,00/Year towards our Tuition Reimbursement Program
• Company pension scheme
• Private medical insurance
• Employee Referral Program
• Corporate Donation Matching Program
• Maternity policy
• Company sponsored events / regular team building events