Lifecycle Marketing Manager

Hireology•Chicago, IL

3d•Hybrid

About The Position

As Lifecycle Marketing Manager, you’ll own the marketing programs that grow Hireology’s existing customer base, working closely with Customer Success. That means educating customers on product value and new features, increasing adoption of the capabilities that matter most, and building the plays that turn feature launches and usage signals into upsell and cross-sell revenue. The primary measure of success for this role will be net revenue retention, with secondary metrics to include gross revenue retention, churn rate, feature adoption rate, renewal rate, and expansion revenue.

Requirements

4+ years of experience in lifecycle marketing, customer marketing, or email marketing, ideally in B2B SaaS.
Experience partnering cross-functionally to drive measurable retention and expansion revenue.
Strong experience with marketing, product, and customer success tools (6sense, HubSpot, Salesforce, Gainsight or similar).
Solid understanding of customer journey mapping, segmentation, and personalization, with a data-driven approach to testing and optimizing campaigns.
Excellent project management skills, with the ability to work across multiple teams and prioritize competing projects.
Strong written and verbal communication skills, with the ability to personally write lifecycle content, from email to in-app messaging, that customers read and act on.

Nice To Haves

Experience building customer education programs, such as webinars, trainings, or enablement content, is a plus.
Comfortable using AI tools to help scale content production is a plus.

Responsibilities

Develop and execute customer marketing programs that increase customer adoption, satisfaction, and retention.
Analyze customer behavior and product usage data to identify gaps in product adoption.
Identify and build educational content (e.g. emails, guides, webinars) and enablement programs that increase adoption of key product features.
Partner with Customer Success on Executive Business Review and renewal-focused content, providing trends, usage insights, and value-story content.
Partner with Customer Success to build repeatable plays for new product introductions and upsell and cross-sell opportunities.
Identify expansion-ready accounts using product usage, adoption, and customer health data.
Build the campaigns and content Customer Success need to convert expansion opportunities into closed-won revenue.
Run regular reviews with Customer Success to refine plays based on what’s actually converting.
Build a customer reference and advocacy program so Sales has case studies and referenceable customers to draw on for expansion deals.
Coordinate retention and expansion initiatives across Marketing, Product, and Customer Success, from planning through execution.
Partner with Product Marketing to keep messaging consistent from onboarding through expansion.
Support customer-focused events, including webinars and in-person events, to increase engagement and customer loyalty.
Share customer feedback and usage trends with Product to inform roadmap and messaging priorities.
Own the customer-facing message when high-severity issues occur, partnering with Customer Success, Support, and Product to reach impacted customers quickly.