Job Description
Job Description
The Opportunity
Rapsodo is looking for a sharp, strategic, and execution-focused Senior Manager of Customer Lifecycle Strategy to lead our cross-functional programs in engagement, retention, acquisition, and success across the entire customer journey—from first touch through onboarding, adoption, renewal, and winback.
In a hybrid business with connected hardware and SaaS layers, you’ll own the systems that drive lifecycle messaging, campaign logic, and customer segmentation. Your work will power our Customer Success Managers, Product teams, and Marketing leads to act with precision and impact at scale.
You will report into the Director of Customer Success and collaborate with leaders across Marketing, Product, Sales, Support, and Engineering to ensure every customer—member or non-member—receives timely, data-driven, behavior-triggered communication that improves outcomes and deepens loyalty.
This is not a lifecycle marketing job. It’s a lifecycle architecture job. If you're ready to design the system that moves every customer from "new user" to "lifelong advocate," this role is yours.
Lifecycle Strategy & Execution
· Own the unified, cross-channel lifecycle communication system across email, push, SMS, in-app messaging, and direct support touchpoints
· Launch and optimize full-funnel campaigns spanning pre-sale, onboarding, adoption, renewal, and reactivation
· Use tools like Iterable, Salesforce, Pardot, and Salesloft to build and manage behavioral workflows, personalization, and A/B testing strategies
· Work with Product to define and deploy app- and device-specific triggers and guidance, especially across push and in-product experiences
· Serve as a core contributor to CS onboarding, Product feature adoption, and expansion communications
Customer Segmentation & Personalization
· Use behavioral and usage data (via Mixpanel, Salesforce, and internal dashboards) to build meaningful customer cohorts
· Tailor lifecycle flows to customer actions, segment needs, and product context
· Define “next best action” logic to prevent churn, re-engage inactive users, and accelerate upsell readiness
Cross-Functional Collaboration
· Partner with Product, CS, Marketing, and Support to align messaging, timing, and objectives across teams
· Work closely with Data and Engineering to ensure lifecycle tooling is well-integrated with our platforms, scalable, and measurable
· Support CSMs and Enablement team with campaign templates, trigger logic, and playbooks
· Lead the lifecycle contribution to AI-enabled CS initiatives (e.g., Cursor tools, GPT-powered nudges, and lifecycle assessments)
Analytics, Optimization, & Reporting
· Analyze funnel metrics (activation, retention, conversion, churn, etc.) and customer behavior to find breakpoints and opportunities
· Own reporting dashboards in partnership with the Data team
· Build and maintain a testing roadmap to continuously optimize program performance
Execution & Governance
· Ensure compliance with data and messaging best practices (deliverability, SMS opt-in, CAN-SPAM)
· Document lifecycle rules, message logic, and campaign schedules for cross-team visibility
Requirements
What You Bring
· 6–10 years in lifecycle marketing, customer experience, or customer success enablement—preferably in hybrid hardware/SaaS models
· Experience with tools like Iterable, Salesforce, Pardot, Mixpanel, Braze, or similar
· Fluent in lifecycle architecture: building and scaling automated, event-driven, personalized flows
· Obsessed with customer retention, usage, and satisfaction
· Comfortable with experimentation, test design, and KPI ownership
· Bonus: background in sports tech, connected fitness, consumer SaaS, or player development platforms
Who You Are
· Strategic operator with the mind of a marketer and the discipline of a product manager
· Systems thinker who also builds quickly and sweats the details
· Brings data, creative, and executional firepower in equal measure
· Acts with urgency. Experiments without ego. Measures everything.
· Motivated by impact, customer value, and cross-functional execution