Customer Lifecycle Automation Manager @CXT Software

The role involves designing and operating automated customer lifecycle programs to enhance customer engagement, retention, and expansion, primarily for scaled, low-touch customer segments. It focuses on building scalable workflows, customer health scoring, and trigger-based signals, partnering with Product and Engineering.

Responsibilities

• Design and implement lifecycle programs across onboarding, adoption, renewal, and churn risk
• Build automated workflows triggered by customer behavior, product usage, and CRM data
• Develop and maintain customer health scoring frameworks using product, CRM, and support data
• Define and implement trigger-based signals for churn risk, expansion opportunities, and product adoption gaps
• Own the engagement model for low-ARR customers (Tier 3–4) through automation, reducing reliance on manual outreach
• Build self-service programs, including training and onboarding content, product adoption campaigns, and renewal reminders
• Own lifecycle automation within HubSpot and related systems; ensure CRM is the system of record for customer engagement and lifecycle tracking
• Partner with Product and Engineering to integrate product usage data into lifecycle programs
• Collaborate cross-functionally with Account Management, Support, and Services to align automation with account strategy and improve customer outcomes
• Track and report on adoption rates, retention, and churn trends (especially Tier 3–4 NRR), and engagement with lifecycle programs; deliver monthly reporting and insights

Requirements

• 5–7+ years in Customer Success Operations, Lifecycle Marketing, RevOps, or Customer Growth roles
• Experience using AI to design or operate customer lifecycle workflows
• Proven experience designing and implementing lifecycle automation programs from scratch (not just executing campaigns)
• Experience working in SaaS or recurring revenue environments
• Experience supporting a scaled customer base (250+ customers across multiple tiers)
• Strong systems thinking and ability to design scalable workflows
• Deep understanding of the customer lifecycle (onboarding → adoption → renewal → expansion)
• Ability to translate customer data into actionable automation programs
• Strong analytical and problem-solving skills
• Ability to work cross-functionally and influence stakeholders
• Hands-on experience with CRM and automation platforms (HubSpot, Salesforce)
• Experience with product analytics tools (e.g., Pendo or similar)
• Familiarity with integrating data across systems (CRM, product, support)
• Experience building workflows, triggers, and lifecycle campaigns

Benefits

• 100% Remote and Global: Enjoy the freedom to live your best life from anywhere in the world.
• Flexible Work Environment: Work at times that suit you best. We prioritize results and customer satisfaction over rigid schedules.
• Dedicated Growth Path: Receive consistent, meaningful feedback and support tailored to help you achieve your personal career goals.
• Access to Leading Tools and Technology: Enhance your skills with the latest tools, playbooks, and technology.
• Engaging Community Activities: Participate in coffee chats, happy hours, cooking classes, book clubs, and more!