Online Lifecycle & CRM Marketing Senior Manager

Zoom

3d • Remote

About The Position

What you can expect Zoom Online Business seeks a Lifecycle CRM & Marketing Sr. Manager to drive customer engagement, retention, and growth through a unified CRM and lifecycle strategy. This role merges CRM strategy, lifecycle marketing, automation, and data-driven personalization to enhance customer interactions across various channels. The ideal professional has expertise in CRM and lifecycle marketing, designing scalable engagement programs via email, SMS, push notifications, in-app messaging, and product experiences. Collaboration with Product, Technology, and Data teams is essential to align objectives with impactful CRM initiatives. This role also focuses on advancing tools and capabilities to deliver personalized, data-driven customer experiences. About the Team The Online Marketing and Retention team owns the end-to-end customer lifecycle for Zoom’s self-serve and ecommerce motions. We partner closely with Product, Data Science, Analytics, Ecommerce, and Finance to drive scalable growth across activation, expansion, retention, and resubscription grounded in product signals, experimentation, and strong measurement.

Requirements

• Bring 13+ years of experience in CRM, lifecycle marketing, or customer engagement strategy, with demonstrated outcomes in activation, retention, or growth.
• Design and execute end-to-end cross-channel lifecycle programs (email, SMS, push, in-app, in- product) using advanced segmentation, personalization, and automation.
• Leverage CRM and marketing automation tools (e.g., Salesforce Marketing Cloud, Braze, HubSpot) and Customer Data Platforms (e.g., Data Cloud, Hightouch) to develop lifecycle programs.
• Apply knowledge of data privacy and compliance frameworks (GDPR, CAN-SPAM, CCPA/CPRA), including consent management and privacy-first marketing practices.
• Translate lifecycle data and behavioral signals into actionable programs with measurable impact on engagement, retention, and business growth.
• Influence and align cross-functional stakeholders — including Product, Finance, and Data teams — to deliver integrated lifecycle outcomes.
• Draw on experience in SaaS, subscription, or product-led growth environments, using product usage signals to inform and enhance lifecycle strategy.
• Demonstrate familiarity with global lifecycle program scaling, including mobile channel optimization and multi-market execution.

Responsibilities

• Owning and evolving the end-to-end lifecycle CRM roadmap, identifying opportunities to optimize engagement, automation, and segmentation across the full customer journey
• Designing and launching full-funnel lifecycle programs across email, SMS, push, in-app, and in-product channels, applying advanced personalization and cross-channel orchestration
• Partnering with Product, Data Science, Finance, and Growth teams to translate business objectives into lifecycle strategies that deliver measurable activation, retention, and customer growth
• Leading experimentation and continuous optimization through A/B testing and cohort analysis, turning behavioral signals into improved engagement and retention outcomes
• Advancing the marketing technology ecosystem — ensuring CRM, CDP, and automation tools operate seamlessly to enable scalable, insight-driven lifecycle marketing

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees