Sr. Lifecycle Marketing Manager

Key Responsibilities

Build and own the customer lifecycle strategy

• Map the full customer journey identifying key inflection points where we can engage educate or expand our customers.
• Define and execute customer lifecycle programs that support onboarding product adoption expansion (cross-sell/upsell) retention advocacy and win-backs.
• Partner with product and operations teams to identify buying signals or key moments that indicate a customer may be ready for cross-sell upsell or added services and build playbooks to capitalize on these opportunities.
• Develop customer education strategies in partnership with product customer success and marketing teams to help customers fully realize the value of Pilots solutions.
• Youll manage Pilots customer referral program a significant revenue driver.

Drive program execution and collaboration

• Build launch and manage omni-channel lifecycle campaigns in partnership with creative content product marketing and customer success teams.
• Maintain a seasonal campaign calendar aligned with Customer Success Sales and Marketing initiatives.
• Develop triggered campaigns nurture programs and playbooks that drive customer engagement and value realization.
• Support customer advocacy efforts including referral programs reviews case studies and testimonials.

Implement systems and tooling

• Evaluate and recommend lifecycle marketing technologies including customer data platforms (CDPs) or orchestration tools to support scalable and personalized customer journeys.
• Partner with business systems and analytics teams to implement measure and optimize these tools.

Champion AI and automation

• Identify and use AI-powered tools to automatically detect friction points and hidden customer segments.
• Apply machine-learning models to surface propensity-to-churn expansion or advocacy feeding real-time signals into campaign triggers.
• Employ generative AI and dynamic content blocks to tailor messaging and educational assets per customer profile.
• Explore an AI-driven orchestration layer to optimize send-times channel selection and content variants based on user behavior and emerging pain points.

Measure and optimize lifecycle marketing programs

• Define track and report on key lifecycle metrics including product adoption rates retention/churn cross-sell and upsell performance and customer satisfaction/advocacy.
• Partner with data and analytics teams to design experiments interpret results and continuously improve programs.

About You

• 7 years of experience in lifecycle marketing customer marketing or customer engagement roles ideally within a B2B SaaS or high-growth environment
• Proven track record of designing and executing successful lifecycle programs across multiple customer segments
• Familiarity with customer education enablement and advocacy best practices
• Deep understanding of marketing automation systems personalization tools CDPs triggered campaigns and dynamic content
• Able to identify evaluate and recommend systems or technologies to support customer marketing initiatives
• Skilled at analyzing customer data and drawing actionable insights that drive revenue and loyalty
• Hands-on experience collaborating with cross-functional stakeholders (product engineering customer success sales)
• Excellent communicator and project leader capable of managing complex programs from strategy through execution
• Data-driven mindset with a test-and-learn approach to improving program performance
• Comfortable navigating a fast-paced startup environment

Nice to Have

• Experience working with Salesforce Marketo Looker or similar martech tools
• Familiarity with venture-backed startup environments or founder-focused customer bases
• Background in building customer communities or user group programs
• Exposure to account-based marketing or account-based expansion motions

About Pilot

Pilot launched in 2017 to bring the back office into the modern era. Pilot provides small businesses with dedicated finance experts - which Pilot hires as full-time U.S.-based employees - who learn the ins-and-outs of their business. Pilot integrates directly with the billing banking expense and payroll systems customers already use. With a special blend of custom software and expert bookkeepers Pilot delivers accurate consistent bookkeeping and financial management and tax services that give entrepreneurs the freedom to focus on their business.

Pilot has over 2000 customers and has raised over $170 million in financing from Sequoia Index Ventures Stripe Bezos Expeditions and Whale Rock. Our investors also include a long list of world-class entrepreneurs including Patrick and John Collison Drew Houston and Diane Greene. Our most recent funding round doubled our valuation to $1.2 billion Meet Fintechs Newest Unicorn.

Why Pilot

• We invest in our employees development and happiness because our employees are the keys to our success and ensuring happy customers
• The opportunity to join a seasoned founding team that has led companies through two prior successful startups and acquisitions (by Oracle and Dropbox).
• Flexible vacation/time-off policy
• All federal holidays are observed
• Competitive benefits package including wellness benefits such as Modern Health Headscape One Medical Aaptiv and Rightway
• Parental leave for birthing or non-birthing parents 100% pay for 12 weeks
• 401(k) plan

The base pay range target for the role seniority described in this job description is $133k - $215kin San Francisco CA. Final offer amounts depend on multiple factors such as candidate experience and expertise geographic location total compensation and market addition to cash pay full-time regular positions are eligible for equity 401(k) health benefits and other benefits; some of these benefits may be available for part-time or temporary positions.

Pilot commits to provide a work environment free of discrimination and harassment as well as equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories consistent with legal requirements. You may view all of Pilotsrecruiting notices here including our EEO policy recruitment agency policy recruitment scam notice and important E-Verify information.You may view our job candidate privacy policyhere.