Customer Lifecycle Marketing Manager

About the Role

As the Customer Lifecycle Marketing Manager for North America, you will execute customer expansion, adoption, and engagement programs across the North American region. This role focuses on translating global customer lifecycle marketing strategy into regionally relevant programs that drive upsell, cross-sell, retention, and long-term customer value. Reporting to the Director, Customer Lifecycle Marketing
, you will partner closely with North American leaders across Customer Success, Sales, Product Marketing, and Advocacy to deliver measurable impact across the customer lifecycle. You will balance global consistency with regional nuance, ensuring North American customers receive meaningful, timely, and data-driven engagement at every stage.

We are flexible on hybrid/remote working from home, if you are located in the USA and reside in one of the following states: CA, CO, CT, FL, GA, IL, KS, MA, ME, NC, NJ, NY, OR, TN, TX, VA, WA. Preference/Priority will be given to candidates based in Austin, TX or those willing to relocate unassisted who are able to work in-office 3 days per week.

• North American Expansion & Adoption Programs:
  Execute North America-focused customer lifecycle marketing programs that support upsell, cross-sell, product adoption, and renewals
• Adapt global expansion and lifecycle stage frameworks to reflect North American market dynamics, customer maturity, and buying behavior
• Partner with North American Customer Success and Sales leaders to align programs with regional renewal and expansion motions
• Cross-Functional Partnership:
  Collaborate with Customer Success and Data teams to identify expansion opportunities, risk signals, and advocacy candidates
• Partner with Product Marketing to localize messaging, surface North American customer insights into global strategy, and align with broader GTM priorities
• Work with Advocacy and Community teams to elevate North American customer stories through case studies, events, and thought leadership
• Customer Insights & Measurement:
  Own and report on North America lifecycle campaign performance KPIs for expansion pipeline, retention, product adoption outcomes, and engagement
• Leverage Salesforce, Pardot, Pendo, 6sense, Tableau, Power BI, and related tools to connect customer behavior to revenue impact
• Translate performance insights into clear, actionable recommendations that improve targeting, campaign effectiveness, and regional results
• Lifecycle & Journey Execution:
  Execute customer lifecycle programs from onboarding through renewal and advocacy, tailoring touchpoints based on stage, behavior, and customer profile
• Refine regional customer journeys to reduce friction, accelerate activation, and improve long-term expansion outcomes
• Partner with Content and Product Marketing to develop and deploy assets aligned to lifecycle stage, persona, and regional needs
• Customer Engagement & Advocacy:
  Plan and execute North America customer events such as user groups, webinars, regional events, and speaking opportunities
• Identify and nurture customer champions for case studies, awards, and peer-led advocacy initiatives
• Ensure globally aligned yet regionally authentic customer engagement experiences that strengthen retention and brand affinity
• Manage customer swag fulfillment and incentive programs through Reachdesk
• Optimization & Scale:
  Design and execute A/B and multivariate testing to optimize lifecycle performance, adoption, segmentation, and revenue outcomes
• Continuously refine targeting and messaging based on behavioral, engagement, and product usage insights, surfacing regional learnings that inform global lifecycle strategy and prioritization
• Other duties as assigned

• 5+ years of B2B SaaS customer or lifecycle marketing experience
• Experience building targeted, behavior-driven lifecycle programs across the customer journey
• Proven track record of driving measurable expansion pipeline and renewal impact through lifecycle marketing programs
• Experience executing global lifecycle frameworks within regional markets while adapting to local customer nuances
• Experience applying experimentation frameworks to improve lifecycle…