Note: The job is a remote job and is open to candidates in USA. ServiceTrade provides a field service management platform that helps commercial contractors improve operations, technician productivity, customer experiences, and growth. The Senior Customer Lifecycle Marketing Manager will own the customer lifecycle marketing strategy and build scalable programs spanning onboarding, adoption, engagement, expansion, retention, renewal, and advocacy. The role uses data-driven programs and cross-functional partnerships to improve customer outcomes and measurable business performance.
Responsibilities
- Develop and own ServiceTrade’s customer lifecycle marketing strategy across onboarding, adoption, engagement, expansion, retention, renewal, and advocacy
- Map the customer journey and identify the moments where marketing can meaningfully improve customer experience and business outcomes
- Build a prioritized lifecycle marketing roadmap aligned with company, revenue, and customer success objectives
- Identify gaps in the existing customer experience and proactively develop programs to address them
- Create differentiated lifecycle strategies based on customer segment, industry, maturity, product adoption, and other relevant attributes
- Design and execute integrated, multi-channel lifecycle programs that move customers toward meaningful actions and outcomes
- Develop automated and triggered customer journeys based on lifecycle stage, customer behavior, product usage, and other signals
- Build programs that accelerate onboarding and adoption, deepen engagement, introduce customers to additional capabilities, and reinforce the ongoing value of ServiceTrade
- Partner with Customer Success and Account Management to identify opportunities where scalable marketing programs can complement high-touch customer engagement
- Continuously test and optimize programs based on engagement and business performance
- Partner with Customer Success, Sales, Product Marketing, Account Management, and Demand Marketing to develop programs that identify and activate expansion opportunities within the customer base
- Build lifecycle programs that increase awareness and adoption of additional ServiceTrade products and capabilities
- Develop proactive engagement strategies for customer segments where additional education, adoption, or value reinforcement can strengthen retention
- Support renewal and retention strategies through targeted, data-driven customer marketing
- Help connect product adoption and customer engagement signals to expansion and retention opportunities
- Own and evolve ServiceTrade’s customer advocacy strategy, including customer references, referrals, testimonials, reviews, customer stories, and other advocacy programs
- Build a scalable system for identifying, developing, and activating customer advocates
- Ensure customer references and stories support strategic revenue priorities
- Develop programs that recognize and deepen relationships with ServiceTrade’s strongest advocates
- Create a consistent pipeline of compelling customer proof that demonstrates the measurable impact ServiceTrade delivers
- Define the KPIs and measurement framework for customer lifecycle marketing
- Use customer, product, engagement, and revenue data to identify lifecycle opportunities and prioritize programs
- Develop segmentation strategies that enable increasingly personalized customer experiences
- Measure program performance beyond traditional marketing engagement metrics, connecting lifecycle marketing to outcomes such as product adoption, expansion, retention, advocacy, and customer lifetime value
- Regularly communicate insights, performance, and recommendations to Marketing and cross-functional leadership
- Serve as the marketing leader for the post-sale customer lifecycle
- Build strong partnerships across Customer Success, Account Management, Demand Marketing, Product Marketing, Product, RevOps, Sales, and Brand
- Establish clear ownership and operating rhythms for lifecycle initiatives that span multiple teams
- Bring a strong customer perspective into broader marketing and revenue planning
- Influence priorities and drive programs forward without requiring direct authority over participating teams
Skills
- 7+ years of B2B marketing experience, with significant experience in customer marketing, lifecycle marketing, growth marketing, or a related discipline
- Experience building and owning customer lifecycle strategies within a B2B SaaS or recurring-revenue business
- Demonstrated ability to move beyond campaign execution and independently identify problems, develop strategies, and build programs from the ground up
- Strong understanding of the SaaS customer journey and the drivers of adoption, engagement, retention, expansion, and advocacy
- Experience building segmentation, nurture, triggered, and automated lifecycle programs
- Experience developing customer advocacy programs, including references, referrals, customer stories, reviews, or similar initiatives
- Strong analytical skills and demonstrated ability to use customer and behavioral data to make decisions
- Experience connecting marketing programs to business outcomes rather than relying solely on engagement metrics
- Strong cross-functional leadership skills and experience partnering with Customer Success, Account Management, Sales, Product, Product Marketing, and Revenue Operations
- Excellent written and verbal communication skills
- Ability to operate independently, navigate ambiguity, establish priorities, and move complex initiatives forward
- A builder mentality — you see gaps, develop solutions, and take ownership of making them happen
- You must reside in one of the states listed to be considered
Benefits
- Medical through Cigna, PPO and HDHP options, including a Health Savings Account with company contributions
- Dental and Vision through Unum
- Flexible Spending Account and Dependant Care Account
- Company-paid Life insurance, STD and LTD
- Voluntary benefits including Supplemental Life Insurance, Critical Illness, Accident and Pet Insurance
- 401(k) with up to 3% employer match and NO vesting period
- Flexible PTO policy
- 10 company holidays
- Parental Leave
- Paid Time Off for Volunteering
- Employee Reimbursement Program to use for well-being, technology and/or professional development
Company Overview