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Senior Lifecycle Manager
The Lifecycle team is responsible for helping customers take the right next step—from sign-up to becoming active, long-term investors. As a Senior Lifecycle Marketing Manager, you'll own retention, churn prevention, and winback—the programs that keep customers subscribed, funded, and invested over time, and bring them back when they lapse.
You'll partner closely with Data Science and Product to identify churn signals, design targeted interventions, and measure what actually moves retention. While our Engagement manager focuses on driving ongoing product usage and habit formation, you'll focus on the other side of the coin: keeping customers from leaving, catching them before they churn, and winning them back when they do. This is a strategic, analytical role for someone who thinks in cohorts and leakage points—not just campaigns.
This position operates on a hybrid schedule, requiring you to be on-site in our New York office at least three days per week to work with stakeholders and foster team collaboration.
What you'll do:
- Own lifecycle strategy for retention, churn prevention, and winback—from identifying at-risk customers to designing rescue flows and reactivation programs
- Partner with Data Science to define churn signals, build predictive and behavioral segments, and prioritize interventions based on impact and reach
- Partner with Product to align lifecycle messaging with product changes, subscription flows, pricing transitions, and friction points that drive churn
- Design and optimize churn prevention programs—early warning journeys, save flows, and proactive outreach for users showing disengagement or cancellation intent
- Build and iterate winback and rescue strategies for lapsed subscribers, unfunded accounts, and dormant investors—testing offers, messaging, and channel mix
- Assist in developing a retention measurement framework: define core metrics (churn rate, save rate, winback conversion, LTV impact), attribution windows, and reporting cadences
- Analyze cohort behavior and lifecycle leakage to identify where customers drop off—and design targeted programs to address root causes
- Assess the existing retention and winback portfolio: identify what's working, what's redundant, and what should be built, optimized, or sunset
- Run rigorous A/B tests and experiments; translate results into clear strategic recommendations, not just incremental tweaks
- Support major business moments (pricing changes, product repositioning, subscription model shifts) with retention-focused lifecycle comms for existing customers
- Mentor lifecycle marketers and associates; contribute to hiring and team development
What we're looking for:
- 7–10+ years of experience in lifecycle marketing, CRM, or growth marketing—with deep expertise in retention, churn prevention, or winback
- Analytical and strategic mindset—you think in cohorts, funnels, and leakage points; you use data to define problems before designing solutions
- Proven track record of improving retention and reactivation metrics (e.g., churn rate, save rate, winback conversion, subscription retention, LTV)
- Experience partnering with Data Science or analytics teams to build churn models, behavioral segments, or predictive targeting—not just pulling reports
- Experience partnering with Product to address retention through both messaging and product/UX improvements
- Strong understanding of subscription and fintech retention dynamics—cancellation flows, payment failures, passive churn, pricing sensitivity
- Ability to audit a complex program portfolio and make strategic calls on what to prioritize, optimize, or kill
- Strong communication skills—you write clearly for internal partners (strategy docs, data-backed recommendations, briefs) and external audiences (customer-facing retention and winback copy)
- Comfort operating with high autonomy in ambiguous problem spaces; you create structure and momentum without waiting for a playbook
- Bias for action balanced with rigor—you move fast, but you validate with data
Gold Stars:
- Experience in fintech, investing, or subscription-based products
- Hands-on Braze expertise
- Familiarity with Mixpanel, Looker, Redshift, or warehouse-based analytics for cohort and churn analysis
- Experience with promotions platforms, dynamic offers, or personalized winback incentives
Copy/Paste Benefits:
- Comprehensive total rewards package, comprising compensation (salary and equity) and health care benefits
- Complimentary subscription to Stash+ account
- Hybrid Work Policy – We operate a hybrid work environment in NYC that prioritizes time together in the office to strengthen teamwork, innovation, and culture, while still allowing for work-from-home flexibility.
- Flexible PTO
- Work-from-home equipment stipends; home internet subsidy
- Paid Parental Leave (offerings for birth giving and non-birth giving parents) Primary & Secondary
- Enhanced health and wellness benefits through One Medical, Gympass, and Maven Health
Job-3672380
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