Senior Marketing Manager, Customer Lifecycle
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Job Description
Senior Marketing Manager leading onboarding, advocacy, referral, growth, and retention programs for McLean & Company. Driving customer engagement, loyalty, and reduced churn across the lifecycle.
Responsibilities:
- Own the strategy and execution of customer lifecycle programs across onboarding, product adoption, advocacy, awards, referrals, growth, and retention
- Design and lead onboarding programs and communications that accelerate time-to-value for new customers
- Partner with sales and product teams to build adoption campaigns and drive usage of key features
- Develop lifecycle communications across email, in-app, and content channels
- Develop and execute a customer advocacy strategy and manage the customer awards program
- Identify and nurture customer advocates for case studies, testimonials, events, and peer networking initiatives
- Collaborate with sales, delivery, and marketing teams to create advocacy content across digital, events, and social media
- Develop and scale a customer referral program to drive high-quality opportunities
- Develop customer growth initiatives that expand product adoption within existing accounts
- Identify at-risk customers using usage data, support signals, and satisfaction metrics, and execute retention, save, and win-back programs
- Track churn indicators, retention metrics, and lifecycle program performance to refine strategies
- Serve as liaison among marketing, sales, and customer success teams
- Lead and manage two shared marketing resources, acting as project manager and allocating resources across initiatives
Requirements:
- BS/MS degree in marketing, communications, or a related field
- 7–10 years of experience in B2B marketing, customer engagement, or lifecycle/advocacy roles
- Experience managing customer lifecycle programs such as onboarding, adoption, advocacy, awards, referral, growth, or retention programs
- Strong ability to build and nurture customer relationships
- Proven experience developing and executing integrated marketing campaigns across the customer journey
- Ability to manage and prioritize multiple initiatives while collaborating with various stakeholders
- Strong storytelling and content creation skills, including developing case studies and testimonials
- Excellent written and oral communication skills
- Analytical mindset with ability to measure program success, interpret churn/retention data, and iterate based on insights
- Experience managing and mentoring team members, ensuring effective resource allocation
- Familiarity with CRM and marketing automation tools such as Salesforce, HubSpot, Marketo, or similar
- Creative problem-solving skills and ability to drive innovative marketing strategies
- Exceptional organizational skills and ability to manage competing deadlines and complex projects
- Ability to adapt quickly to changing priorities and thrive in a dynamic, high-energy work environment
Benefits:
- Equal opportunity employer committed to diversity and inclusion
- Accommodation available to applicants throughout the recruitment and hiring process upon request
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