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Senior Lifecycle Marketing Manager
Senior Lifecycle Marketing ManagerFront • San Francisco, CA, US
Senior Lifecycle Marketing Manager

Senior Lifecycle Marketing Manager

Front • San Francisco, CA, US
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Lifecycle Marketing Lead

Front is the leading AI-powered customer service platform built for collaboration. Front brings core support channels into a modern, intuitive workspace where teams can collaborate on requests, automate manual processes, and delight customers across their entire lifecycle. Front's flexible workflows, AI features, and customer intelligence provide the efficiency and insights to keep entire organizations customer-first, every day. More than 9,000 of the most innovative companies worldwide including CultureAmp, HootSuite, and Y Combinator use Front to deliver five-star service at scale.

The Lifecycle Marketing Lead is responsible for the strategy, execution, and continuous optimization of global lifecycle programs, from optimizing the new customer acquisition funnel through onboarding and adoption through renewal and expansion for and sales-assisted motions.

You will combine data, experimentation, and storytelling to :

  • Diagnose the new customer prospect funnel and find opportunities to increase conversion rates and improve funnel velocity.
  • Diagnose churn drivers and design targeted win-back & retention plays.
  • Increase feature & add-on adoption for both new business and existing business by surfacing the right value propositions at the right time.
  • Unlock expansion revenue via upsell and cross-sell journeys tailored to account context.
  • Measure and communicate impact on pipeline, conversion rates, and win rates on the new customer side, and on the existing customer side, churn, NRR, feature engagement, and customer sentiment.

What will you be doing?

  • Partner with the Data Team to build dashboards and cohort models that reveal conversion patterns, churn patterns, health scores, and add-on propensity.
  • Conduct qualitative research (surveys, interviews, usage data deep-dives) to identify "moments of risk" in both the new customer acquisition funnel and existing customers approaching renewal.
  • Architect automated, omni-channel journeys that address risk signals and guide customers to value moments.
  • Own testing roadmap (A / B, multivariate, hold-outs) and launch experiments in HubSpot & Front's internal tooling.
  • Build playbooks that promote premium add-ons and seat expansion based on behavioral triggers, persona, and ICP alignment.
  • Align with Sales & CS on integrated campaigns and enablement.
  • Define leading and lagging metrics (MQL / SQL SAO conversion rate, logo churn %, NRR, Expansion ARR, feature adoption, NPS).
  • Iterate quickly to scale high-performing programs and sunset under-performers.

    • What skills and experience do you need?

  • 5+ years in B2B SaaS lifecycle / retention marketing with demonstrated impact on churn and expansion revenue.
  • Deep expertise with marketing automation (HubSpot, Outreach, Optimizely, or similar) and channel orchestration across email & in-app.
  • Comfortable leveraging AI tools to personalize at scale.
  • Analytical horsepower : comfortable with data analysis via BI tools and partnering with data science for predictive modeling.
  • Proven track record designing and running experiments that deliver measurable results.
  • Strong cross-functional leadership collaborating with Product, PMM, CS, Sales, and RevOps.
  • Exceptional written communication and storytelling skills; able to craft persona-based messaging that drives action.

    • This is a hybrid role, expected to be in our SF office on Tuesdays and Thursdays.

    What we offer

  • Competitive salary
  • Equity (we are post-series D & backed by some of the best VCs in the US)
  • Private health insurance, including plan options at no cost to employees
  • Paid parental leave
  • Flexible time off policy
  • Flexibility to work from home 3 days / week (unless posted as a full-remote role)
  • Mental health support with Workplace Options
  • Family planning support with Maven
  • $100 per month Lifestyle Stipend to spend on fitness, health and wellness, and other activities
  • Wellness Days - Fronteers get an additional day off on months with no holidays
  • Winter Break - Our offices are closed from Christmas to New Year's Day!

    • Front provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability. By applying, you acknowledge and agree that you have read and understand the California Recruiting Privacy Notice & EU Privacy Notice.

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    Lifecycle Marketing Manager • San Francisco, CA, US