Customer Lifecycle & Automation Lead

Nagish•New York, NY

About The Position

As a Customer Lifecycle & Automation Lead at Nagish, you’ll take ownership of our user engagement strategies and lifecycle marketing efforts. This role is ideal for a data-driven marketer and customer experience expert who thrives at the intersection of automation, personalization, and customer communication. You will be responsible for leveraging tools such as Intercom, Braze, and Customer.io to optimize our user journey, increase retention, and enhance the overall customer experience.

Requirements

6+ years of experience in customer engagement, lifecycle marketing, or a similar role.
Expert-level proficiency in tools such as Intercom and Customer.io – deep understanding of automation, workflows, and integrations.
Hands-on experience with automation – ability to leverage AI-driven automation for optimizing customer interactions.
Strong analytical mindset with experience in data-driven decision-making, cohort analysis, and campaign performance tracking.
Proven experience in lifecycle marketing, including onboarding, activation, and retention campaigns.
Excellent copywriting and communication skills – ability to craft compelling and engaging messages.
Experience with A/B testing and iterative optimization of messaging and engagement tactics.
Ability to work cross-functionally and collaborate effectively with different teams.
Experience working in a fast-paced startup environment.
Applicants must be authorized to work in the U.S. without sponsorship.
Due to team collaboration needs, this role requires working hours aligned with the Eastern time zone. Candidates located in other time zones may not be considered at this time.

Nice To Haves

A passion for customer experience and accessibility – bonus points if you have experience in the accessibility space!
Familiarity with data analytics or data visualization tools (e.g., Looker, Omni, Mixpanel) to analyze customer behavior.

Responsibilities

Own and Optimize Customer Communication: Develop, execute, and refine automated messaging campaigns across email, in-app messaging, push notifications, and SMS using tools such as Intercom and Customer.io.
Create and Implement automation: Design, build, and optimize AI-driven automation workflows within our tools to enhance customer interactions and support scalability.
Lifecycle Marketing Strategy: Design and implement customer engagement and retention strategies based on user behavior, segmentation, and engagement metrics.
Customer Journey Mapping: Create and manage customer workflows that drive adoption, reduce churn, and enhance user satisfaction.
A/B Testing & Experimentation: Continuously test and refine messaging, segmentation, and engagement tactics to maximize effectiveness.
Data Analysis & Reporting: Monitor engagement metrics, generate insights, and report on the impact of campaigns to key stakeholders.
Cross-Functional Collaboration: Work closely with Growth, Product, and Support teams to align engagement strategies with broader company goals.