Lifecycle Marketing Specialist, Customer Journey

Motive

12d•$72,000 - $103,000

About The Position

The Lifecycle Marketing Specialist, Customer Journey, owns the experience and performance of an assigned portfolio of always-on customer journeys and lifecycle initiatives. The role translates Lifecycle direction into journey requirements, experience improvements, measurement, and optimization priorities, while partnering with Campaign Ops/MOps, which owns campaign production and technical operations. The specialist remains accountable for the customer and business outcomes of assigned journeys. The portfolio may include onboarding, adoption, engagement, renewal, churn prevention, reactivation, or SMB journeys. The role also owns the Monthly Product Updates newsletter and supports the Mandrill-to-Marketo migration by developing briefs, mapping content, and defining requirements in partnership with Campaign Ops/MOps. It tracks and reports journey performance, identifies customer-experience gaps and risks, runs routine optimizations and tests, and contributes recommendations to Lifecycle strategy and prioritization. AI and automation may be used to accelerate drafting, reporting, and routine tasks, with the specialist retaining ownership of launch, measurement, and follow-through.

Requirements

2–4 years of experience in email, CRM, or lifecycle marketing.
At least 1 year of B2B experience.
Experience improving customer communications or lifecycle journeys using customer needs and performance insights.
Ability to write clear briefs, define journey requirements, and recommend customer-experience improvements.
Working knowledge of marketing automation platforms and CRMs, including segmentation, dynamic content, and campaign tracking.
Strong attention to detail and a record of accuracy, clean QA practices, and polished deliverables; comfortable with daily run checks and monitoring.
Ability to manage multiple programs and deadlines and work independently within defined architecture, intake rules, and launch gates.
Clear written and verbal communication skills, including the ability to report on performance and flag risks to cross-functional partners.
Customer-first mindset and passion for creating targeted, impactful user experiences.
Interest in continuous learning and keeping up with the changing digital marketing landscape, including AI and smart automation.
Bachelor's degree in marketing, business, or a related field.
Must be authorized to receive and access commodities and technologies controlled under U.S. Export Administration Regulations.

Nice To Haves

Experience in a data-driven, experimental, continuously optimized, stage-based campaign model.
SaaS or enterprise software experience.
Marketo and SFDC experience.

Responsibilities

Own journey design requirements, customer experience, performance, and continuous improvement for assigned parts of the lifecycle portfolio.
Translate approved journey direction into briefs, audience and content requirements, acceptance criteria, and success measures.
Partner with Campaign Ops/MOps through implementation and launch while remaining accountable for assigned journeys' customer and business outcomes.
Own the Monthly Product Updates newsletter from content intake and calendar management through performance reporting.
Review agreed journey performance and customer-experience signals, identify material gaps or risks, recommend improvements, and escalate issues through the agreed process.
Support the Mandrill-to-Marketo migration by building briefs, mapping content, and defining journey and content requirements in partnership with Campaign Ops/MOps on technical rebuild and validation.
Track and report journey progression, adoption, re-engaged contacts, renewal and churn-prevention performance, and journey health; share clear insights with internal partners.
Partner with creative, content, marketing operations, and analytics teams to develop campaigns and accurately report on them.
Run routine optimizations and tests, document learnings, and recommend improvements.
Use AI and automation to accelerate drafting, reporting, and routine tasks while remaining accountable for launching, measuring, and following through.
Own journey experience and optimization decisions within the assigned portfolio and contribute recommendations to Lifecycle strategy and prioritization.