Senior Customer Lifecycle Marketing Manager

Role Summary

Are you a strategic operator who's just as comfortable building the business case for retention as you are sharpening the words a customer actually reads? We're looking for an experienced Senior Customer Lifecycle Marketing Manager to drive customer loyalty, adoption, and long-term growth at AdvancedMD. In this highly visible, highly influential role, you'll own the upfront thinking behind how we keep and grow our customers: defining the retention opportunity, the customer segments, and the lifecycle strategy. You'll then partner closely with Customer Success, Sales, and marketing channels to bring it to life. You'll work cross-functionally with Product, Finance, Analytics, and executive leadership, using data not just to build the plan but to earn alignment on it.

If you lead through relationships as much as through data, and you're energized by turning "why are customers leaving, and what will keep them?" into a real, evidence-backed answer, and bringing that to life in market for our customers, in service of our mission, we'd love to meet you.

 

Essential Job Duties:

Drive Customer Outcomes from Lifecycle Programs:

• Build lifecycle communication programs across the first 12 months of the customer journey that accelerate onboarding, time-to-value, product adoption, engagement, and retention
• Own customer communication channels including email, marketing automation, and in-app messaging, with responsibility for channel strategy, governance, execution, and performance
• Develop automated journeys and communication cadences based on customer lifecycle stage, product usage, adoption milestones, engagement signals, customer segment, and demonstrated needs
• Execute lifecycle programs directly within HubSpot, Marketo, in-app communication platforms, and related marketing technology, including audience creation, segmentation, workflow configuration, message builds, testing, QA, and launch

Cross-functional Partnership:

• Partner with Customer Success to map customer journey stages, identify critical moments of value and risk, and develop scalable programs that complement high-touch customer engagement
• Collaborate with Product, Product Marketing, Customer Success, Analytics, and other cross-functional partners to translate product launches, customer insights, and business priorities into relevant customer experiences

Performance Optimization:

• Analyze communication and customer behavior data to understand program effectiveness and connect channel performance to downstream outcomes including activation, adoption, engagement, time-to-value, retention, and expansion
• Optimize lifecycle performance through structured experimentation across messaging, channel, audience, timing, cadence, personalization, calls to action, and journey design
• Identify behavioral signals, adoption gaps, and moments of friction that can be addressed through targeted lifecycle communications and customer engagement programs
• Improve the lifecycle marketing infrastructure, processes, templates, and reporting

 

What You'll Need to Get the Job Done:

• BA/BS required, MBA preferred
• 5+ years of lifecycle marketing, retention marketing, or customer marketing experience, ideally building and scaling programs that measurably improve customer retention
• Real depth as a builder: you've owned the upfront strategy for lifecycle or retention programs and carried it through to market, not just supported someone else's plan
• Comfort working with both market research and internal data analysis. You don't need to be the one running the study, but you know how to use the findings to build a strategy
• A track record of owning KPIs and being accountable to business results, not just the strategy behind them
• Fluency across sales-led and product-led motions. You understand both well enough to know which levers matter in each, and how that shapes the retention and lifecycle plan
• A player-coach mindset: comfortable doing the work yourself while also building the cross-functional trust that gets others to act on your recommendations
• A collaborative operating style that builds real partnership across Customer Success, Product, Finance, Analytics, Sales, and Marketing channels
• Bonus: B2B SaaS experience, ideally with lifecycle or retention marketing specific to enterprise customers, and experience in healthcare technology

 

What Will Make us LOVE You

• Comfortable with ambiguity: sees big, undefined problems and builds structured plans to answer the open questions, rather than being intimidated by them
• Insight-driven: translates research and insights into thoughtful lifecycle plans that deliver real business results
• Range: equally at home shaping a business case for the executive team as fine-tuning the specific language that shows up in front of a customer, and knows which register a given moment calls for
• Organized: strong project management skills, able to manage multiple projects simultaneously as the hub of the wheel keeping things on track
• You're a strategic lifecycle marketing partner who can flex from high-level business conversations to tactical execution conversations on the same day

 

Life at AdvancedMD: The BURST Way to Be - Learn more about our Company culture.

• Be Intentional – We act with clarity, focus, and purpose in everything we do.
• Urgency with Purpose – We move fast on what matters and deliver meaningful results.
• Respect Always – We lead with integrity, value every voice, and build each other up.
• Strive for Greatness – We set high standards, embrace innovation, and never stop improving.
• Together with Clients – We collaborate deeply, build trusted partnerships, and win as one team.