Senior Customer and Lifecycle Marketing Manager

About the Role

The Senior Customer & Lifecycle Marketing Manager will design and scale programs that deepen customer engagement, improve retention, and maximize lifetime value. This role sits at the intersection of data, content, and customer experience, ensuring every touchpoint reinforces the Matterport brand and drives growth. The manager will partner closely with Sales, Customer Success, Product Marketing, and Revenue Operations to align retention and expansion strategies across SMB, mid‑market, and enterprise segments worldwide. The function will operate with a global rhythm, supporting regional field and demand‑gen teams to ensure consistent execution. • Own the end‑to‑end customer journey, mapping lifecycle stages and creating multi‑channel campaigns. • Build and lead the global Customer & Lifecycle Marketing function, defining vision, KPIs, and operating rhythm. • Develop automated nurture, onboarding, and expansion journeys using Marketo, Salesforce, and Gainsight. • Design retention strategies including onboarding sequences, in‑product communications, renewal plays, and cross‑sell/upsell journeys. • Leverage analytics to detect churn signals, usage trends, and account health for campaign optimization. • Partner with Product Marketing and Content teams to craft messaging that drives advocacy. • Create lifecycle campaign dashboards and shared metrics in collaboration with RevOps and Analytics. • Champion customer advocacy by producing case studies, referrals, testimonials, and reviews. • Align programs with regional field and demand‑gen teams to ensure consistent global rollout. • Manage a team and external partners to deliver measurable growth outcomes. • Apply predictive churn modeling and AI‑driven personalization to enhance engagement. • Utilize SaaS metrics (ARR, NRR, CLTV, CAC) to guide strategy and measure impact.

Key Responsibilities

• ▸campaign automation
• ▸predictive modeling
• ▸ai personalization
• ▸lifecycle dashboards
• ▸customer journey
• ▸retention strategy

What You Bring

Candidates need a bachelor’s degree (master’s preferred) and at least five years of B2B SaaS marketing experience, including three years leading lifecycle or retention programs. Strong analytical ability, storytelling, cross‑functional collaboration, and team leadership are essential. Preferred expertise includes customer engagement tools such as Gainsight or Intercom, predictive churn modeling, AI‑driven personalization, and deep knowledge of SaaS metrics like ARR, NRR, CLTV, and CAC. Experience working across time zones and cultures is also valued.

Requirements

• ▸bachelor's
• ▸saas marketing
• ▸lifecycle
• ▸gainsight
• ▸ai personalization
• ▸leadership

Work Environment

Office Full-Time