Job Description
About the Role We are hiring a Senior Manager, Lifecycle Marketing to own retention and customer lifetime value end-to-end. This is not a traditional lifecycle role. You are not joining a team—you are the function. We’re looking for a forward-deployed operator : someone who takes fragmented systems, imposes structure, and drives measurable outcomes. You will own everything post-enrollment—from onboarding through churn prevention, winback, and monetization—and will be accountable for improving retention and LTV. If your instinct is to ask “what’s the fastest way to move this number?” rather than “is this in my scope?” , this role is for you. Why This Role Exists We serve 45,000+ active customers in a subscription-based credit repair business. Our biggest growth lever is retention—but ownership today is fragmented across multiple teams and vendors. Key opportunities: Significant drop-offs across the retention curve (especially early lifecycle and Month 3–4) 600K+ former customers available for winback (currently untapped) Lapsed third-party monetization program ($600K+/year historically) New product (CARE) launching with lifecycle ownership required Proprietary real-time credit data layer enabling event-triggered messaging This role consolidates ownership under a single accountable leader. What You’ll Own You will own the entire post-enrollment lifecycle , including: Retention & Lifecycle Strategy End-to-end lifecycle across email, SMS, and customer education Day 0 onboarding and expectation setting Early churn prevention (Day 7, Day 14) Mid-lifecycle churn intervention (especially Months 3–4) Continuous optimization of retention and LTV Execution (Hands-On) Build and manage flows in Customer.io Write customer-facing copy and educational content Design and launch triggered journeys based on behavior and real-time data Troubleshoot and fix issues without relying on a large team Deliverability Own sender reputation, IP warming, and domain health Manage vendor relationsh
