PILOT
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Sr. Lifecycle Marketing Manager
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Pilot.com The Role
As Pilots Lifecycle Marketing Manager, you will be responsible for designing and implementing customer programs that enhance engagement, education, advocacy, and expansion, thereby maximizing customer lifetime value and strengthening trust in Pilot. You will collaborate with customer success, product, content, and operations teams to identify critical moments in the customer journey and develop strategies to support, nurture, and expand customer relationships. Additionally, you will evaluate and optimize our customer lifecycle marketing systems, including identifying gaps in our tech stack and proposing solutions to ensure a seamless, personalized experience at scale. This position is hybrid, requiring work in the San Francisco or Nashville office on Monday, Tuesday, and Thursday. Key Responsibilities Build and own the customer lifecycle strategy, mapping the full customer journey and identifying key engagement points. Define and execute programs supporting onboarding, product adoption, expansion, retention, advocacy, and win-backs. Partner with product and operations teams to identify buying signals and build playbooks for cross-sell, upsell, and additional services. Develop customer education strategies in collaboration with various teams to maximize the value of Pilots solutions. Manage Pilots customer referral program. Build, launch, and manage omni-channel lifecycle campaigns in partnership with creative, content, and marketing teams. Maintain a seasonal campaign calendar aligned with company initiatives. Develop triggered campaigns, nurture programs, and playbooks to drive engagement and value realization. Support customer advocacy efforts, including referral programs, reviews, case studies, and testimonials. Evaluate and recommend lifecycle marketing technologies, including CDPs and orchestration tools. Partner with analytics teams to implement, measure, and optimize these tools. Identify and utilize AI-powered tools for detecting friction points and customer segments. Apply machine learning models to predict churn, expansion, or advocacy signals, and feed real-time data into campaigns. Use generative AI and dynamic content to personalize messaging and educational assets. Explore AI-driven orchestration to optimize send-times, channels, and content variants based on user behavior. Define, track, and report on key lifecycle metrics, continuously improving programs through data analysis.
About You 7+ years of experience in lifecycle marketing, customer marketing, or customer engagement, preferably in B2B SaaS or high-growth environments. Proven success in designing and executing lifecycle programs across multiple segments. Knowledge of customer education, enablement, and advocacy best practices. Deep familiarity with marketing automation, personalization tools, CDPs, triggered campaigns, and dynamic content. Ability to evaluate and recommend marketing systems and technologies. Strong analytical skills to interpret customer data and derive actionable insights. Experience collaborating with cross-functional teams including product, engineering, and sales. Excellent communication and project management skills. Data-driven, with a test-and-learn approach to program optimization. Comfortable working in a fast-paced startup environment.
Nice to Have
Experience with Salesforce, Marketo, Looker, or similar martech tools. Familiarity with startup environments or founder-focused customer bases. Experience building customer communities or user groups. Knowledge of account-based marketing or expansion strategies.
About Pilot
Pilot, founded in 2017, provides small businesses with dedicated finance experts integrated with their existing systems, offering accurate bookkeeping, financial management, and tax services. With over 2,000 customers and significant funding, Pilot is a rapidly growing company valued at $1.2 billion. Why Pilot?
Investment in employee development and happiness. Opportunity to join a seasoned founding team. Flexible vacation policy and comprehensive benefits. Parental leave, 401(k), and wellness benefits.
The salary range for this role in San Francisco is $133k - $215k, with final offers based on experience and location. Full-time employees are eligible for equity, benefits, and other perks. Pilot is an equal opportunity employer, committed to diversity and inclusion. #J-18808-Ljbffr
Sr. Lifecycle Marketing Manager
role at
Pilot.com The Role
As Pilots Lifecycle Marketing Manager, you will be responsible for designing and implementing customer programs that enhance engagement, education, advocacy, and expansion, thereby maximizing customer lifetime value and strengthening trust in Pilot. You will collaborate with customer success, product, content, and operations teams to identify critical moments in the customer journey and develop strategies to support, nurture, and expand customer relationships. Additionally, you will evaluate and optimize our customer lifecycle marketing systems, including identifying gaps in our tech stack and proposing solutions to ensure a seamless, personalized experience at scale. This position is hybrid, requiring work in the San Francisco or Nashville office on Monday, Tuesday, and Thursday. Key Responsibilities Build and own the customer lifecycle strategy, mapping the full customer journey and identifying key engagement points. Define and execute programs supporting onboarding, product adoption, expansion, retention, advocacy, and win-backs. Partner with product and operations teams to identify buying signals and build playbooks for cross-sell, upsell, and additional services. Develop customer education strategies in collaboration with various teams to maximize the value of Pilots solutions. Manage Pilots customer referral program. Build, launch, and manage omni-channel lifecycle campaigns in partnership with creative, content, and marketing teams. Maintain a seasonal campaign calendar aligned with company initiatives. Develop triggered campaigns, nurture programs, and playbooks to drive engagement and value realization. Support customer advocacy efforts, including referral programs, reviews, case studies, and testimonials. Evaluate and recommend lifecycle marketing technologies, including CDPs and orchestration tools. Partner with analytics teams to implement, measure, and optimize these tools. Identify and utilize AI-powered tools for detecting friction points and customer segments. Apply machine learning models to predict churn, expansion, or advocacy signals, and feed real-time data into campaigns. Use generative AI and dynamic content to personalize messaging and educational assets. Explore AI-driven orchestration to optimize send-times, channels, and content variants based on user behavior. Define, track, and report on key lifecycle metrics, continuously improving programs through data analysis.
About You 7+ years of experience in lifecycle marketing, customer marketing, or customer engagement, preferably in B2B SaaS or high-growth environments. Proven success in designing and executing lifecycle programs across multiple segments. Knowledge of customer education, enablement, and advocacy best practices. Deep familiarity with marketing automation, personalization tools, CDPs, triggered campaigns, and dynamic content. Ability to evaluate and recommend marketing systems and technologies. Strong analytical skills to interpret customer data and derive actionable insights. Experience collaborating with cross-functional teams including product, engineering, and sales. Excellent communication and project management skills. Data-driven, with a test-and-learn approach to program optimization. Comfortable working in a fast-paced startup environment.
Nice to Have
Experience with Salesforce, Marketo, Looker, or similar martech tools. Familiarity with startup environments or founder-focused customer bases. Experience building customer communities or user groups. Knowledge of account-based marketing or expansion strategies.
About Pilot
Pilot, founded in 2017, provides small businesses with dedicated finance experts integrated with their existing systems, offering accurate bookkeeping, financial management, and tax services. With over 2,000 customers and significant funding, Pilot is a rapidly growing company valued at $1.2 billion. Why Pilot?
Investment in employee development and happiness. Opportunity to join a seasoned founding team. Flexible vacation policy and comprehensive benefits. Parental leave, 401(k), and wellness benefits.
The salary range for this role in San Francisco is $133k - $215k, with final offers based on experience and location. Full-time employees are eligible for equity, benefits, and other perks. Pilot is an equal opportunity employer, committed to diversity and inclusion. #J-18808-Ljbffr