Director of Customer Lifecycle Marketing

Join FareHarbor as the Director of Customer Lifecycle Marketing, where you will lead the charge in driving client engagement, product adoption, retention, expansion, and advocacy. You will develop and execute a comprehensive client lifecycle strategy, build scalable programs, and partner with various teams to support expansion opportunities and adoption initiatives. This role requires a systems thinker with a strong understanding of segmentation strategy and lifecycle math.

• Lead and oversee the development and execution of a comprehensive client lifecycle strategy that supports activation, adoption, retention, expansion, and advocacy.
• Collaborate with cross-functional teams to create scalable programs that influence client behavior and drive measurable business outcomes across the client journey.
• Build and lead a team of lifecycle marketers, establishing clear priorities, operating rhythms, and accountability frameworks that improve execution and impact.
• Strong understanding of segmentation strategy and how to tailor communications to different personas, roles, regions and lifecycle stages
• Strong grasp of lifecycle math: retention rates, expansion conversion, revenue per member, and how to use those numbers to prioritize programs
• Some travel is required, including international travel
• Experience working cross-functionally with product marketing, and operations teams
• Active use of AI tools to improve performance, insight, automation and efficiency
• Ability to translate product launches and platform updates into strategic, value-led member communications
• Experience building multi-touch campaign sequences across the member journey, not just individual sends
• Comfort with ambiguity and building from scratch
• 8-10+ years of experience in demand generation, lifecycle marketing, client/customer marketing, or retention marketing in B2B environments, preferably in the technology sector
• Experience leading teams that plan and produce events of different formats and sizes, including user conferences
• Strong point of view on what works (and what doesn't) in B2B member and client/customer marketing
• Proven ability to use engagement metrics, lifecycle performance, and data to drive continuous improvement
• Have built and run lifecycle marketing systems that connect segmentation, campaign sequencing, and measurement into a repeatable engine
• Demonstrated leadership experience aligned to our Leadership Anchors (Adapt & Innovate, Build Your Team, Communicate & Collaborate, Drive Execution)
• Experience designing campaigns and communications that drive measurable retention and expansion
• Experience with B2B SaaS or enterprise software
• Experience with HubSpot
• Familiarity with account-based marketing (ABM) approaches
• Background in the travel industry
• Experience across both acquisition and lifecycle marketing