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Salary: USD 155,400 - 272,000 / annual
ServiceNow is seeking a Senior Manager of Lifecycle Marketing to lead the execution of customer lifecycle programs and manage a team of lifecycle marketing specialists and coordinators. This role bridges strategy and execution, translating lifecycle objectives into high-performing campaigns and owned programs.
You will manage a team of lifecycle marketing professionals, providing coaching, feedback, and development guidance. Key responsibilities include owning execution of assigned lifecycle programs such as onboarding journeys, engagement campaigns, churn prevention, and expansion initiatives. You will build and maintain adaptive customer journeys using marketing automation and orchestration tools, partnering with data and analytics teams to understand audience segments, behavioral triggers, and performance metrics.
You will develop campaign briefs, manage timelines, and coordinate with creative, content, and design teams. The role requires executing real-time segmentation and personalization strategies to ensure audience accuracy and messaging relevance. You will design in-product engagement and feature adoption programs (in-app messaging, nudges, guidance, onboarding flows) that complement product-led experiences.
Day-to-day responsibilities include monitoring campaign performance, identifying optimization opportunities, and implementing improvements. You will lead A/B testing and experimentation to improve engagement, conversion, and retention metrics. Collaboration with Product and Customer Success teams on product adoption campaigns and retention strategies is essential. You will provide weekly performance updates and insights to leadership, flagging risks and escalating issues as needed.
REQUIREMENTS:
- 5-7 years in lifecycle, email, retention, or engagement marketing, with 1-2 years in a people management role
- Demonstrated ability to manage multiple campaigns simultaneously and meet deadlines
- Hands-on proficiency with marketing automation platforms, CDP tools, and analytics dashboards
- Experience building and optimizing customer journeys and behavioral triggers
- Strong project management skills and attention to detail
- Ability to mentor junior marketers and model strong execution standards
- Understanding of customer psychology, behavioral analytics, and engagement best practices
