Senior Lifecycle Marketing Manager

Berry Street•New York, NY

About The Position

Berry Street is seeking a senior lifecycle marketer to own its patient lifecycle program, turning initial interest into lasting care outcomes. The role covers the full patient journey—from lead to booking, booking to attended visit, and first visit through retention and win-back—across email, SMS, and push. Patients arrive through different channels and partnerships and may choose nutrition therapy, GLP-1s, or both, so lifecycle communications must reflect each patient’s context and stage of care. The lifecycle program runs in-house in Customer.io. This role owns strategy, journey design, implementation, testing, and the engineering roadmap, partnering with Growth, Product, Engineering, Data, and CX. Patient communications are the main focus, with a smaller share of provider-facing communications in partnership with Provider Ops. The manager also oversees the technical and operational health of the program, performance measurement, quality assurance, and compliance across lifecycle channels.

Requirements

4–6 years owning multichannel lifecycle programs for B2C or digital health products, including hands-on development of automated journeys.
Advanced proficiency with email service providers such as Customer.io, including event-driven automation, segmentation, personalization logic, and deliverability best practices.
Experience with lifecycle’s technical components, including data, events, and integrations.
Demonstrated success improving activation, retention, or lifetime value through disciplined testing and clear analytical readouts.
Strong editorial judgment and feedback skills, with the ability to turn insights into clear briefs and polished, on-brand email, SMS, and push content.
Effective cross-functional collaboration with Growth, Product, Engineering, Data, and CX, including the ability to translate lifecycle needs into clear engineering requirements.
Operational rigor, attention to detail, strong QA habits, and fluency in consent management and compliance.

Responsibilities

Own patient lifecycle strategy across the journey from lead to booking, booking to attended visit, and first visit to long-term retention and win-back.
Translate lifecycle strategy into roadmaps and test plans for each audience, offering, and partnership.
Build and launch automated Customer.io journeys, including messages, branches, and fallbacks tailored to patients’ offerings, acquisition sources, and care stages.
Manage the email service provider end-to-end, including data schema, event and attribute mapping, segmentation, deliverability, UTM governance, and error handling.
Own the lifecycle engineering roadmap by writing and prioritizing tickets with Product and Engineering, and ensuring clean data ingestion into Customer.io, cohort tagging, and alignment with downstream analytics tools.
Design and run A/B and holdout tests in Customer.io, maintaining always-on testing for the highest-volume flows.
Define KPIs, share insights across the organization, and monitor bookings, attendance, retention, and lifetime value.
Establish QA and monitoring practices to quickly detect broken triggers, filters, and journey drop-offs.
Enforce HIPAA, TCPA, CAN-SPAM, and carrier SMS compliance, including consent states, subscription preferences, partner-specific rules, and suppression logic.
Represent lifecycle internally and share insights and roadmaps with Growth, Product, Engineering, Data, CX, Provider Ops, Commercial, and Leadership to inform broader go-to-market planning.
Partner with Provider Ops on provider-facing communications.