Senior Lifecycle & CRM Strategy Leader - Contract

Sia•San Francisco, CA

16h•$90 - $110•Remote

About The Position

This is a remote, full-time contract engagement for a senior lifecycle and CRM leader supporting a digital-presence services business serving entrepreneurs, small businesses, freelancers, and customers building and managing an online presence. The service portfolio includes domain registration, website creation, web hosting, professional email, security, and digital marketing solutions. The contract could span six months, with the possibility of extension, and is scheduled for 40 hours per week aligned to Pacific Time working hours. The rate is $90–$110 per hour; the posting notes that the expected compensation for this contract is per year and that the exact rate depends on factors including skills, experience, and location. The leader will assess the current customer lifecycle and build a coordinated customer-growth capability, moving the business from product- and campaign-led communications toward an integrated lifecycle model. The work includes defining high-value journeys and a practical roadmap connecting customer and account data, setup and service signals, marketing technology, content, measurement, and cross-functional execution. The role will help customers successfully establish, activate, manage, protect, and grow their online presence. It will focus on service activation, time to value, complementary-service adoption, renewal readiness, retention, expansion, and win-back. The contractor will act as a senior advisor while remaining hands-on in shaping initial customer journeys, tests, and operating practices. Applicants must be legally authorized to work in the United States at the time of application and throughout employment; visa sponsorship is not available.

Requirements

Approximately 15 or more years of experience across lifecycle marketing, CRM, retention, customer engagement, marketing automation, customer journeys, or growth CRM.
Senior Director- or VP-level experience advising executives and influencing cross-functional decisions.
Experience building a lifecycle capability from a low-maturity starting point, rather than only optimizing an established program.
Deep experience with recurring-revenue digital services, especially domain registration, web hosting, website building, professional email, online security, digital marketing, ecommerce enablement, or adjacent small-business services.
Ability to connect customer strategy with data, identity, consent, marketing technology, service signals, support interactions, content, execution, and measurement.
Experience designing journeys spanning purchase, setup, activation, launch, ongoing value realization, renewal, expansion, retention, service recovery, lapse prevention, and win-back.
Fluency in segmentation, event-based triggers, journey orchestration, personalization, experimentation, and incremental measurement.
Experience managing lifecycle complexity for customers who may own one service or a portfolio of interconnected digital-presence services.
Ability to balance executive counsel with hands-on development of journey maps, briefs, audience definitions, test plans, roadmaps, and operating processes.
Availability for a fully remote, full-time contract engagement aligned to Pacific Time working hours.
Must be legally authorized to work in the United States at the time of application and throughout employment; employment visa sponsorship is not available.

Responsibilities

Assess the end-to-end digital-presence lifecycle, from domain search and purchase through setup, website launch, service activation, ongoing management, renewal, cancellation or lapse, win-back, and expansion.
Build a lifecycle strategy and roadmap defining lifecycle stages, customer and business outcomes, journey priorities, and a sequenced plan for data, technology, content, and operating-model needs.
Design coordinated customer journeys for onboarding, activation, website launch, education, renewal preparation, lapse prevention, retention, service recovery, win-back, and complementary-service expansion.
Define actionable audience segments and triggers using customer profiles, purchases, setup milestones, website launch status, account activity, billing and renewal status, support interactions, engagement, and service-portfolio signals.
Determine the data, identity, consent, automation, and integration capabilities needed to coordinate experiences across email, web, account experiences, service interactions, and other available channels.
Improve personalization and next-best-action decisions with relevant setup guidance, website-launch support, education, security and renewal reminders, complementary-service recommendations, and re-engagement.
Establish experimentation and measurement practices, including baselines, test plans, controls, and reporting for activation, time to value, engagement, renewal, retention, win-back, customer value, and incremental commercial impact.
Create the lifecycle operating model, clarifying decision rights, ownership, intake, prioritization, approvals, production, reporting, and optimization across marketing, product, ecommerce, customer care, data, analytics, creative, and technology.
Translate recommendations into journey maps, briefs, audience and trigger definitions, content requirements, test designs, measurement plans, and a prioritized delivery backlog.
Build reusable frameworks, governance, documentation, and working rhythms so internal teams can continuously improve lifecycle programs.