About the position
TimelyCare is seeking a Senior Manager, Customer Lifecycle Marketing to lead the full post-sale customer journey-from onboarding through engagement, retention, and advocacy. This cross-functional role is ideal for a lifecycle marketer who blends strategic thinking with executional excellence and thrives in data-informed, mission-driven environments. Sitting within the Campus Activation & Customer Retention team, you'll be responsible for designing and optimizing programs that improve value realization, promote retention, and increase the usage of both student- and institutional-facing tools. A core component of your role will be to interpret customer product analytics to segment journeys, refine messaging, and tailor lifecycle strategies for distinct partner needs. You will also spearhead Executive Advisory Boards and Product Feedback Councils, creating structured, feedback-rich forums that shape both marketing and product decisions while deepening executive relationships.
Responsibilities
- Build, manage, and continuously improve segmented lifecycle journeys tailored to partner types, user roles, engagement behaviors, and lifecycle stages.
- Lead integrated onboarding and activation efforts across student- and institutional-facing products, ensuring all users-including administrators and decision-makers-realize early and sustained value.
- Collaborate with Product and Customer Success to develop lifecycle campaigns that drive institutional tool adoption, such as dashboards, reporting tools, and engagement platforms.
- Deliver retention-focused communications and programs that support long-term success, EBRs, and renewal readiness.
- Develop and manage a customer referral and advocacy program, including testimonials, reviews, referrals, and success stories.
- Launch, manage, and scale Executive Advisory Boards and Product Feedback Councils to capture high-value institutional insights, validate roadmap priorities, and build partnership loyalty.
- Translate customer input into actionable lifecycle programs and marketing strategies that reflect partner goals and usage trends.
- Partner with Brand and Content teams to transform success stories and insights into compelling narratives that support customer marketing and sales enablement.
- Partner with product analytics to uncover behavior patterns, tool adoption gaps, and usage trends across institutions and user personas.
- Interpret product usage and engagement data to inform journey mapping, messaging personalization, and proactive outreach strategies.
- Define and monitor key performance indicators for lifecycle health, retention programs, and engagement campaigns-surfacing insights for internal stakeholders and leadership.
- Work closely with Product, Customer Success, Enablement, and Revenue to embed lifecycle messaging in training, dashboards, proposals, and customer success materials.
- Support EBRs and renewal discussions with lifecycle collateral that reinforces impact, engagement, and ROI.
- Develop scalable enablement toolkits (e.g., campaign playbooks, onboarding flows, feature adoption guides) to drive both user and institutional engagement.
- Perform additional tasks and projects as needed to support the evolving needs of team objectives and company goals.
Requirements
- At least 8 years in B2B customer or lifecycle marketing, ideally in SaaS, healthtech, education, or telehealth environments.
- Demonstrated success driving product adoption and retention across complex customer ecosystems, including institutional stakeholders.
- Hands-on experience analyzing customer usage data and transforming insights into optimized journeys and lifecycle campaigns.
- Experience launching and managing executive engagement programs, such as advisory boards or structured customer councils.
- Strategic thinker with the ability to execute tactically-comfortable owning programs from concept through optimization.
- High cross-functional acumen; known for productive collaboration across Product, CS, Revenue, and Marketing.
- Clear, persuasive communicator and program manager with strong attention to outcomes and audience needs.
Benefits
- Paid Company Holidays + No work on your birthday!
- Flexible PTO + Volunteer Time Off (VTO) as an organization to give back to the community
- Variable bonus eligibility on a quarterly basis
- Company-sponsored Health Insurance (Medical, Dental, Vision) + Pet Insurance
- Company-paid group Life Insurance + Company-paid Short Term Disability
- Concierge benefit support services
- 401(k) with employer match
- Free access to TimelyCare virtual medical and mental health support
- Mission-Driven Purpose with a Supportive Team Culture
