Customer Lifecycle Manager

Summary

Join Deel's growing team as a Lifecycle Marketing professional and play a pivotal role in developing and executing global lifecycle marketing programs to drive customer and revenue growth. You will create and optimize customer lifecycle programs using various channels and data, partner with other teams to coordinate customer touchpoints, and analyze program performance. Responsibilities include mapping customer lifecycle stages, creating strategic initiatives, driving program optimization, and leading A/B testing. The ideal candidate possesses 4-7 years of experience in managing lifecycle or customer success programs, strong understanding of multi-channel marketing, and data-driven approach. Deel offers competitive pay, benefits, and perks, including provided computer equipment, stock grant opportunities, remote work flexibility, and WeWork access.

Requirements

• 4-7 years of experience managing lifecycle or customer success programs
• Demonstrated experience planning and executing multi-channel and omni-channel programs to drive engagement for products and services
• Strong understanding of integrated B2B marketing and account-based marketing tactics and strategies
• Experience in supporting large scale projects involving culturally and geographically diverse cross-functional stakeholders
• Data-driven approach to delivering work and ability to translate reports into actionable insights and optimizations for lifecycle programs
• Impeccable communication skills and ability to work cross-functionally, build relationships and influence in a fully remote set-up
• Growth mindset with inherent curiosity and personal drive, ability to navigate ambiguity and operate independently in a fast-based global environment

Responsibilities

• Create, orchestrate, and continuously optimize customer lifecycle programs using 1st and 3rd party channels and intent signals, as well as customer behavior data, to help retain customers, as well as prevent churn within our customer base
• Partner with Product Marketing, Customer Success, and other teams to coordinate customer touchpoints for maximum revenue impact and customer satisfaction
• Partner with Analytics and Data teams to define customer lifecycle reporting and create dashboards to analyze tests, monitor performance against goals
• Map Deel’s customer lifecycle stages and create strategic initiatives for each stage of the customer journey, which includes purchase, support, and loyalty stages
• Drive and optimize programs to meet or exceed key measurable metrics (churn rates, customer lifetime value, customer retention) that the lifecycle programs influence. Specifically, the primary OKR of this role is to measurably reduce churn. The Secondary level OKRs are: reducing CSM time spent per account and increasing revenue per account
• Lead A/B testing initiatives to identify the most effective strategies for customer retention

Benefits

• Provided computer equipment tailored to your role
• Stock grant opportunities dependent on your role, employment status and location
• Additional perks and benefits based on your employment status and country
• The flexibility of remote work, including WeWork access where available