Lifecycle Manager - Customer Experience & Customer Lifetime Value

EyePromise•Blue Bell, PA

9d•Remote

About The Position

EyePromise is building a modern, practitioner-led growth engine at the intersection of science, healthcare, and commerce. As we scale, lifecycle is at the core of how we drive predictable, repeatable growth. The Lifecycle Manager sits within the CX & CLV team and reports directly to the Head of CX & CLV. This role is responsible for building and scaling lifecycle programs that drive retention, subscription continuity, and customer lifetime value across both DTC and practitioner (ECP) channels. You will translate customer signals into automated, high-performing programs—ensuring our lifecycle engine runs reliably at scale while continuously improving performance. Why EyePromise Mission-driven growth: Help improve people’s vision and quality of life through science-backed solutions High impact role: Lifecycle is a core growth lever, not a support function Build & scale: Opportunity to shape and scale lifecycle infrastructure in a fast-growing, PE-backed business Modern stack: Work across Shopify, Recharge, Klaviyo, and an integrated data ecosystem Operator culture: Fast-paced, hands-on, and focused on outcomes over process

Requirements

3-5 years experience in lifecycle marketing, CRM, or retention-focused roles (DTC, subscription, or eCommerce preferred)
Hands-on experience with lifecycle platforms (e.g., Klaviyo, Salesforce Marketing Cloud)
Experience working with subscription models (e.g., Recharge or similar) strongly preferred
Strong analytical mindset with ability to translate data into action
Proven ability to manage complex lifecycle programs end-to-end
Detail-oriented with strong QA discipline and operational rigor
Comfortable operating in a fast-paced, “build and scale” environment

Responsibilities

Lifecycle Program Execution & Optimization
Build, launch, and manage lifecycle programs across email, SMS, and CRM platforms (e.g., onboarding, replenishment, win-back, save flows)
Ensure programs run reliably at scale with strong QA and performance monitoring
Continuously optimize flows based on performance data (CVR, refill rate, churn, CLV)
Subscription & Retention Management
Own lifecycle programs that drive subscription continuity, refill behavior, and churn reduction
Design and execute save, pause, and win-back strategies within CRM and subscription platforms (e.g., Recharge, Klaviyo)
Partner with CX and Sales teams to ensure seamless experience across automated and human touchpoints
CRM & Data Integrity
Maintain CRM system health, ensuring data accuracy, segmentation, and program integrity
Monitor lifecycle triggers, campaign logic, and system flows to identify and resolve issues quickly
Partner with analytics and tech teams to ensure clean data flow and reliable execution
Performance Tracking & Reporting
Own lifecycle reporting and dashboards (retention, churn, refill rate, LTV, engagement metrics)
Translate performance into clear insights and actionable recommendations
Provide regular reporting to the Head of CX & CLV and broader commercial leadership on lifecycle health and impact
Identify gaps, diagnose root causes, and drive corrective actions
Cross-Functional Collaboration
Work closely with:
CX Specialists to address lifecycle gaps where automation falls short
Growth/Acquisition teams to ensure strong onboarding and conversion into subscription
Sales/ECP teams to align lifecycle programs with practitioner workflows
Tech & partners (e.g., Stream Commerce) to implement and scale lifecycle capabilities