Digital Customer Lifecycle Manager

Staples • Framingham, MA

3d

About The Position

Staples is business to business. You’re what binds us together. Our world‑class sales and sales support teams work directly with businesses of all sizes to offer products and services that meet customers’ unique needs. We are committed to understanding our customers and use best‑in‑class sales tools, technology, and digital experiences to deliver value. Our teams are constantly evolving, investing in skill development and offering rewarding career opportunities across the organization. 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