Rapsodo
Senior Manager - Customer Lifecycle Strategy
Rapsodo, Saint Louis, Missouri, United States, 63101
Senior Manager Of Customer Lifecycle Strategy
The Opportunity Rapsodo is looking for a sharp, strategic, and execution-focused Senior Manager of Customer Lifecycle Strategy to lead our cross-functional programs in engagement, retention, acquisition, and success across the entire customer journeyfrom first touch through onboarding, adoption, renewal, and winback. In a hybrid business with connected hardware and SaaS layers, you'll own the systems that drive lifecycle messaging, campaign logic, and customer segmentation. Your work will power our Customer Success Managers, Product teams, and Marketing leads to act with precision and impact at scale. You will report into the Director of Customer Success and collaborate with leaders across Marketing, Product, Sales, Support, and Engineering to ensure every customermember or non-memberreceives timely, data-driven, behavior-triggered communication that improves outcomes and deepens loyalty. This is not a lifecycle marketing job. It's a lifecycle architecture job. If you're ready to design the system that moves every customer from "new user" to "lifelong advocate," this role is yours. Lifecycle Strategy & Execution Own the unified, cross-channel lifecycle communication system across email, push, SMS, in-app messaging, and direct support touchpoints Launch and optimize full-funnel campaigns spanning pre-sale, onboarding, adoption, renewal, and reactivation Use tools like Iterable, Salesforce, Pardot, and Salesloft to build and manage behavioral workflows, personalization, and A/B testing strategies Work with Product to define and deploy app- and device-specific triggers and guidance, especially across push and in-product experiences Serve as a core contributor to CS onboarding, Product feature adoption, and expansion communications Customer Segmentation & Personalization Use behavioral and usage data (via Mixpanel, Salesforce, and internal dashboards) to build meaningful customer cohorts Tailor lifecycle flows to customer actions, segment needs, and product context Define "next best action" logic to prevent churn, re-engage inactive users, and accelerate upsell readiness Cross-Functional Collaboration Partner with Product, CS, Marketing, and Support to align messaging, timing, and objectives across teams Work closely with Data and Engineering to ensure lifecycle tooling is well-integrated with our platforms, scalable, and measurable Support CSMs and Enablement team with campaign templates, trigger logic, and playbooks Lead the lifecycle contribution to AI-enabled CS initiatives (e.g., Cursor tools, GPT-powered nudges, and lifecycle assessments) Analytics, Optimization, & Reporting Analyze funnel metrics (activation, retention, conversion, churn, etc.) and customer behavior to find breakpoints and opportunities Own reporting dashboards in partnership with the Data team Build and maintain a testing roadmap to continuously optimize program performance Execution & Governance Ensure compliance with data and messaging best practices (deliverability, SMS opt-in, CAN-SPAM) Document lifecycle rules, message logic, and campaign schedules for cross-team visibility
The Opportunity Rapsodo is looking for a sharp, strategic, and execution-focused Senior Manager of Customer Lifecycle Strategy to lead our cross-functional programs in engagement, retention, acquisition, and success across the entire customer journeyfrom first touch through onboarding, adoption, renewal, and winback. In a hybrid business with connected hardware and SaaS layers, you'll own the systems that drive lifecycle messaging, campaign logic, and customer segmentation. Your work will power our Customer Success Managers, Product teams, and Marketing leads to act with precision and impact at scale. You will report into the Director of Customer Success and collaborate with leaders across Marketing, Product, Sales, Support, and Engineering to ensure every customermember or non-memberreceives timely, data-driven, behavior-triggered communication that improves outcomes and deepens loyalty. This is not a lifecycle marketing job. It's a lifecycle architecture job. If you're ready to design the system that moves every customer from "new user" to "lifelong advocate," this role is yours. Lifecycle Strategy & Execution Own the unified, cross-channel lifecycle communication system across email, push, SMS, in-app messaging, and direct support touchpoints Launch and optimize full-funnel campaigns spanning pre-sale, onboarding, adoption, renewal, and reactivation Use tools like Iterable, Salesforce, Pardot, and Salesloft to build and manage behavioral workflows, personalization, and A/B testing strategies Work with Product to define and deploy app- and device-specific triggers and guidance, especially across push and in-product experiences Serve as a core contributor to CS onboarding, Product feature adoption, and expansion communications Customer Segmentation & Personalization Use behavioral and usage data (via Mixpanel, Salesforce, and internal dashboards) to build meaningful customer cohorts Tailor lifecycle flows to customer actions, segment needs, and product context Define "next best action" logic to prevent churn, re-engage inactive users, and accelerate upsell readiness Cross-Functional Collaboration Partner with Product, CS, Marketing, and Support to align messaging, timing, and objectives across teams Work closely with Data and Engineering to ensure lifecycle tooling is well-integrated with our platforms, scalable, and measurable Support CSMs and Enablement team with campaign templates, trigger logic, and playbooks Lead the lifecycle contribution to AI-enabled CS initiatives (e.g., Cursor tools, GPT-powered nudges, and lifecycle assessments) Analytics, Optimization, & Reporting Analyze funnel metrics (activation, retention, conversion, churn, etc.) and customer behavior to find breakpoints and opportunities Own reporting dashboards in partnership with the Data team Build and maintain a testing roadmap to continuously optimize program performance Execution & Governance Ensure compliance with data and messaging best practices (deliverability, SMS opt-in, CAN-SPAM) Document lifecycle rules, message logic, and campaign schedules for cross-team visibility