Head of Customer Lifecycle Marketing

<div class="content-intro"><h1><strong>Who We Are</strong></h1> <p><span style="font-weight: 400;">At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people.</span></p> <p><span style="font-weight: 400;">We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you.</span></p> <p><span style="font-weight: 400;">We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team.</span></p> <p><a href="https://www.justworks.com/careers#values"><span style="font-weight: 400;">Our Values</span></a></p> <p><span style="font-weight: 400;">If this sounds like you, you’ll fit right in.</span></p></div><h2><strong>About the role</strong></h2> <p>Customer Lifecycle Marketing (CLM) is responsible for engaging and nurturing customers through their entire lifecycle and across the Justworks platform. The function plays a critical role in growing Justworks’ business by helping to grow the number of customers on the platform, increasing their lifecycle value, and lengthening the amount of time they remain customers. CLM does this by designing and managing the flows and sequences that ensure customers receive the right message on the right channel for where they are in their journey.</p> <p>Your mission is to build and scale the Customer Lifecycle Marketing function with a goal of systematizing how we engage customers at critical points in their lifecycle to grow our business. You will be responsible for creating the strategy that guides our customer lifecycle priorities, along with developing the operating model that enables us to execute against the strategy. You will manage our portfolio of lifecycle marketing programs and campaigns across customer stages, segments, and objectives.</p> <p>You will also lead our Customer Lifecycle Marketing team, developing and growing t talent,&nbsp; a team of lifecycle marketing experts, building the capabilities, expertise the function needs to operate at scale. You'll do that through decisioning and agents, in close partnership with Customer Success, Sales, Product Marketing, Data and Analytics, and Product.</p> <h3><strong>What you'll be responsible for:</strong></h3> <ul> <li><strong>Customer Lifecycle Portfolio:</strong> Design and manage a portfolio of customer marketing programs spanning acquisition, activation, retention, expansion, and advocacy that enables Marketing to achieve its customer growth and revenue contribution goals.</li> <li><strong>Journey Architecture:</strong> Partner with Product Marketing to design and build the audience segments, triggers, sequences, and delivery logic required to ensure customers receive the right touchpoint at each stage of their journey.</li> <li><strong>Lifecycle Channels:</strong> Own the playbooks, processes, and standards that drive the execution of core customer engagement channels (email, in-product, and SMS) and partner with Customer Success and Sales to integrate with human-led channels.</li> <li><strong>Performance Measurement:</strong> Partner with Marketing Insights to measure and understand the impact of Customer Lifecycle Marketing on key customer and platform metrics and use these findings to optimize program performance.</li> <li><strong>Customer Lifecycle Team:</strong> Lead and develop a high-performance Customer Lifecycle Marketing team (currently three senior individual contributors), enabling them to grow their impact, expertise, and ownership.</li> <li><strong>Operat