Director, Lifecycle & Customer Journey

Housecall Pro

8h•$122,000 - $152,000•Remote

About The Position

As a Director, Lifecycle & Customer Journey, you are the lead architect of the Pro lifecycle, from initial brand encounter through enrollment, onboarding, and long-term retention. You lead your team to effectively deliver customer and business value by orchestrating a coordinated, AI-powered omni-channel approach. You are a strategic driver of transformation, moving beyond yesterday’s playbooks to build an "always-on" layer of intelligence that gets smarter with every customer interaction. You coach and develop the careers of your direct reports as they hone their craft in lifecycle strategy and automation. You collaborate cross-functionally with Sales, Onboarding, and Customer Success to break down silos, reduce friction, and maximize Pro lifetime value. You lead by influence, bringing clarity to ambiguity and ensuring that every touchpoint—from a Sales handoff to a churn signal—is met with a personalized, high-impact experience. Our team is passionate, empathetic, hard working, and above all else focused on improving the lives of our service professionals (our Pros). Our success is their success.

Requirements

7–12+ years of experience in growth marketing, lifecycle marketing, or CRM, ideally within a SaaS or marketplace business
Proven track record of owning and moving conversion, retention, or LTV metrics
Deep omni-channel fluency across email, SMS, in-app, push, and chat (i.e. Braze, HubSpot, Salesforce...)
Previous experience managing and building high-performing marketing teams
Strong analytical orientation with the ability to move from customer insight to execution briefs
Experience with SMB customer bases or field services/trades audience is a strong plus
Bachelor’s degree or equivalent work experience

Nice To Haves

Track record of integrating AI and emerging technologies into organizational strategy and operations to accelerate innovation and scale
Hands-on experience with AI or ML-driven lifecycle tools (i.e. predictive churn models, propensity models, next-best-action agents)
Systems thinker who can bring momentum to complex, multi-stakeholder initiatives
High level of ownership and an obsession with finding friction-less solutions for our Pros
Analytically rigorous and customer-obsessed; able to zoom out to strategy and zoom in to campaign details

Responsibilities

Define and articulate the strategic vision for the end-to-end Pro journey, ensuring alignment with HCP’s growth and retention objectives
Oversee the development of AI-first programs in partnership with Sales and Product to nurture prospects through the early enrollment journey
Design and execute multi-channel onboarding experiences that drive fast time-to-value and early Pro engagement
Partner with Sales and Success leaders to drive expansion in LTV via automated upsell and proactive retention strategies
Lead the team in executing segment-specific strategies to drive growth and deeper penetration in priority customer segments
Collaborate with MarTech and Tooling teams to stand up a scalable, AI-driven toolset for personalized programs across email, SMS, and in-app channels
Establish KPIs and metrics to monitor conversion, activation, and churn, making data-driven adjustments to improve outcomes
Oversee the strategy and execution of the Pro-to-Pro referral program to drive organic acquisition
Encourage a culture of innovation by continuously testing, learning, and optimizing through high-velocity experimentation
Serve as the key representative for lifecycle strategy at executive meetings, advocating for the systems and partnerships needed to scale