Senior Customer Lifecycle Strategy Manager

ZoomInfo Technologies LLC•Bethesda, MD

7h•$94,080 - $134,400

About The Position

ZoomInfo is looking for a highly strategic and execution-oriented individual contributor to build and scale our customer lifecycle strategy from the ground up. This role will define how customers experience our platform across onboarding, adoption, engagement, expansion, growth, and retention through scalable digital journeys, lifecycle communications, in-app experiences, and customer engagement programs. This is a builder role. The ideal candidate has previously designed and operationalized lifecycle programs within a B2B SaaS environment and understands how to create connected customer experiences across systems, teams, and touchpoints. You will work cross-functionally across Customer Experience, Product, Customer Marketing, Operations, Education, and RevOps to create a more intentional, data-driven, and scalable customer journey. This role requires someone who can think strategically, influence across organizations, and also execute. You should be equally comfortable mapping a long-term lifecycle vision, building journey frameworks, writing messaging, leveraging AI tools for scalable content creation, and launching programs directly.

Requirements

8+ years of experience in lifecycle marketing, customer engagement, digital customer experience, or customer journey strategy within B2B SaaS
Proven experience building modern and dynamic lifecycle programs and customer journeys from the ground up
Strong understanding of SaaS onboarding, adoption, retention, and expansion motions
Experience operating as a senior-level IC and influencing cross-functional stakeholders
Ability to balance strategic thinking with hands-on execution
Strong writing and communication skills
Experience leveraging AI tools to accelerate content development and lifecycle execution
Familiarity with lifecycle and customer engagement platforms Pendo, Marketo, SendGrid, Salesforce preferred
Strong systems-thinking and analytical mindset
Comfortable operating in ambiguity and building processes from scratch

Responsibilities

Build the company’s lifecycle marketing and customer journey strategy from the ground up
Design scalable customer journeys across onboarding, adoption, engagement, expansion, and retention
Develop customer segmentation and behavioral engagement frameworks
Partner cross-functionally to align customer touchpoints, communications, and digital experiences
Build lifecycle programs across email, in-app guidance, education, webinars, community, and customer engagement channels
Create scalable messaging and content leveraging AI-assisted workflows and internal subject matter expertise
Identify friction points and gaps across the customer experience and drive improvements
Establish lifecycle measurement frameworks, KPIs, and optimization strategies
Help shape the future-state vision for digital customer engagement and journey orchestration
Documentation and reporting of lifecycle journeys against KPIs and product adoption metrics