Job Description

The Customer Lifecycle Marketing Manager is responsible for designing and executing marketing strategies that support the full customer journey—from onboarding to renewal and expansion. This role blends data-driven insights, cross-functional collaboration, and personalized engagement to increase customer adoption, satisfaction, and lifetime value.

Key Responsibilities

  • Customer Journey Mapping:  Define and optimize lifecycle stages across onboarding, adoption, engagement, renewal, and expansion 

  • Segmented Campaign Execution:  Develop targeted campaigns using email, SMS, in-product messaging, and events tailored to customer tier, persona, and usage patterns 

  • Cross-Functional Collaboration:  Partner with Customer Success, Product, Sales, and IT to align lifecycle marketing efforts with business goals and customer feedback 

  • Lifecycle Analytics:  Establish KPIs and reporting frameworks to measure campaign impact on retention, health scores, and upsell opportunities 

  • Personalization Strategy:  Leverage customer data to deliver personalized content and experiences at scale 

  • Advocacy & Engagement:  Support programs that convert satisfied customers into advocates through awards, testimonials, and community engagement 

  • Platform Integration:  Coordinate with Gainsight, Salesforce, and other systems to ensure seamless campaign execution and data visibility 

    • Preferred Experience

  • Bachelor’s degree in Marketing, Business, or related field; MBA preferred.

  • 5+ years of experience in lifecycle marketing, customer success, or related roles.

  • Proficiency with marketing automation platforms (e.g., Marketo, HubSpot), CRM tools (e.g., Salesforce), and customer success platforms (e.g., Gainsight) 

  • Strong analytical skills and experience with A/B testing, segmentation, and campaign optimization.

  • Excellent communication and project management skills.

  • Empathy-driven mindset with a passion for customer satisfaction and loyalty.

    • Blackbaud is a digital-first company which embraces a flexible remote or hybrid work culture. Blackbaud supports hiring and career development for all roles from the location you are in today!

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