CRM Manager

About ThriveCart:

ThriveCart is a powerful platform used by over 50000 people worldwide to generate over $5B in sales. Included within the ThriveCart platform is a learning management system (LMS) affiliate management cart and checkout functionality making it a top solution for creators coaches consultants and other businesses.

We integrate with everything you use and have a simple clean UI with numerous features that allow customers to build income from existing traffic and we are the highest-converting cart for online businesses. Our business is growing profitable and backed by LTV SaaS Growth Funds and we are looking to expand our footprint amongst online businesses.

Location:

Hybrid - UK (up to 3 days a week)

Job Overview:

Were looking for an experienced strategic CRM Manager to lead the next phase of our customer lifecycle and email marketing strategy. As CRM becomes increasingly central to how we engage retain and grow our customer base youll own the development of a sophisticated strategy that moves beyond campaign-based email to data-driven customer journeys across the full lifecycle.

Youll shape how we communicate with customers from onboarding and activation through engagement retention renewal and win-back using segmentation automation and experimentation to ensure the right message reaches the right customer at the right moment. Retention and churn reduction are a particular focus.

This is a chance to build and evolve a high-impact CRM function combining strategic thinking with hands-on execution.

What Your Work Will Entail:

• Own and develop the CRM and lifecycle marketing strategy with a focus on engagement retention and churn reduction.
• Build and optimize customer journeys across onboarding activation engagement conversion retention renewal and win-back.
• Evolve email as a strategic communication channel keeping messaging aligned with the business and customer lifecycle.
• Create customer segments based on behavior lifecycle stage product usage subscription status and other signals.
• Design automated lifecycle programs and triggered communications that drive activation adoption and retention.
• Partner with Product Marketing Customer Success and Data to deliver a cohesive customer experience.
• Run a structured testing program across messaging cadence timing segmentation offers and journeys.
• Use customer and product data to identify churn signals and opportunities for targeted communication.
• Define and track CRM metrics: activation engagement conversion retention churn reactivation and customer lifetime value.
• Build reporting that connects CRM activity to measurable business outcomes.
• Improve CRM processes technology automation and data capabilities to support growth.
• Ensure customer communications meet privacy consent and data protection requirements including GDPR.

What You Bring To This Role:

• Significant experience in CRM lifecycle or retention marketing ideally within a SaaS or subscription business.
• Track record of building CRM strategy not just executing email campaigns.
• Strong understanding of subscription lifecycles and CRMs role in retention and churn reduction.
• Experience building automated journeys behavioral triggers and customer segmentation.
• Strong grasp of email strategy: deliverability personalization experimentation and optimization.
• Comfortable using customer behavioral and product data to inform decisions.
• Experience with CRM marketing automation and customer engagement platforms.
• Strong analytical skills with the ability to turn performance data into actionable recommendations.
• Experience collaborating across Product Customer Success Marketing and Data.
• Commercial mindset understands how CRM drives retention lifetime value and growth.
• Strong knowledge of GDPR and best practices for customer communications in the UK and Europe.
• Excellent communication project management and stakeholder management skills.

Nice to Have

• Experience in a SaaS or technology company operating a recurring subscription model.
• Experience evolving CRM strategy during a transition to or expansion of subscription-based offerings.
• Experience with product-led growth customer activation or usage-based lifecycle marketing.
• Experience designing churn-prevention and win-back strategies.
• Familiarity with CRM platforms and data ecosystems that enable advanced segmentation personalization and automation.
• Experience helping build or mature a CRM/lifecycle function as a company scales.

What Success Looks Like

Youll turn CRM into a strategic growth and retention channel building a clear lifecycle strategy more sophisticated segmentation and automation more relevant customer communications and measurable programs that increase engagement strengthen retention and reduce churn.

Most importantly youll help define the next era of customer communication for the business: a CRM approach that is scalable data-driven customer-centric and closely connected to commercial outcomes.

Learn More About ThriveCart:

Our Values are:

• Commit to Excellence
• Find a Way
• Help Each Other
• Keep Growing
• Data First

Our team and product are growing rapidly- we achieved YoY growth of 64% from 2022-2023 and were just getting started. We believe in open communication clear goal setting and that people do best when they have a growth mindset and want to get things done. Our team comes from diverse backgrounds and companies like Shopify Salesforce and BigCommerce and we are running like an independent SaaS company within a PE fund.