Digital Customer Lifecycle Manager

Staples Inc. • Framingham, MA

4h

About The Position

The Digital Customer Lifecycle Manager owns the end-to-end lifecycle strategy for Small and Medium-Sized Businesses (SMB) customers - from acquisition through onboarding, activation, growth, and reengagement. This role defines how customers move from enrollment to value realization, with a strong focus on Digital Enrollment (DE) customers and digitally assisted journeys.

Requirements

• A strategic, customer-centric mindset with a passion for lifecycle optimization
• Strong analytical capabilities and comfort using data to inform decisions and prioritize investments
• Proven ability to influence and lead through collaboration without direct authority
• Confidence presenting insights and recommendations to senior stakeholders
• A growth-oriented approach to experimentation, iteration, and continuous improvement
• Proven experience owning end-to-end lifecycle strategies from acquisition through growth.
• Strong track record improving conversion, engagement, and early-stage customer value
• Experience defining lifecycle metrics, success criteria, and performance cadences
• Demonstrated ability to partner cross-functionally and drive execution
• Bachelor’s degree required or equivalent work experience.
• 8+ years of experience in lifecycle marketing, growth strategy, or digital customer experience.

Nice To Haves

• Experience supporting SMB, digital enrollment, or sales-assisted growth models
• Familiarity with funnel analysis, customer segmentation, and journey optimization
• Experience working closely with analytics and data teams to evaluate performance and impact

Responsibilities

• Own and evolve the SMB customer lifecycle strategy across digital enrollment, integrated B2B, and business-to-business account segments.
• Partner cross-functionally with Digital, Product, Technology, Operations, Marketing, and Sales teams to drive customer success
• Define lifecycle stages, success metrics, and operating cadences
• Analyze acquisition quality, value, and yield to improve growth efficiency
• Influence digital experiences including site content, messaging, assisted journeys, and engagement cadences
• Maximize qualified handoffs to sales and specialized support teams through optimized digital and assisted channels
• Develop intervention strategies for under-engaged or declining accounts
• Identify customer friction points, measure their impact, and drive root-cause improvements

Benefits

• Inclusive culture with associate-led Business Resource Groups
• Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays)
• Online and Retail Discounts
• Company Match 401(k)
• Physical and Mental Health Wellness programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level