Sr Mgr. Customer Marketing

About the position

We are seeking a dynamic and strategic Sr Manager of Lifecycle Marketing to join our team and help build a new capability. This role is pivotal in shaping the customer journey and maximizing customer lifetime value through effective expansion and renewal programs. The ideal candidate will have a deep understanding of B2B SaaS marketing, a passion for customer success, and a proven track record in lifecycle marketing.

Responsibilities

• Develop a cross functional customer journey vision that enhances the customer experience from onboarding to renewal and incorporates peak moments and the opportunity to differentiate to customer experience as part of UKG's message.
• Collaborate with cross-functional teams to ensure seamless integration of customer touchpoints and communication strategies.
• Translate customer experience into compelling input for sales materials.
• Lead initiatives to identify cross-sell and upsell opportunities, increasing customer lifetime value that incorporates customer adoption as a driver for successful expansion.
• Develop and manage scalable renewal strategies to maintain high retention rates and minimize churn.
• Collaborate with the events team to ensure content is engaging, relevant, and drives customer success.
• Establish key performance indicators (KPIs) and metrics to measure the effectiveness of lifecycle marketing initiatives.
• Utilize data-driven insights to optimize strategies and report on program performance to senior leadership.
• Manage and mentor a team of marketing professionals, fostering a culture of innovation, ingenuity, accountability, and camaraderie.
• Work collaboratively to guide and inspire new team to deliver programs that improve retention, cross sell upsell, and lifetime value.
• Coach and guide team members to elevate their performance.

Requirements

• 8+ years of experience in lifecycle marketing, customer success, or related roles.
• 5+ years in the B2B SaaS industry.
• 5+ years of leadership experience managing high-performing teams.
• Champion a customer-first mindset—advocate for the voice of the customer in every strategy, ensuring all lifecycle programs are rooted in empathy, value delivery, and long-term relationship building.

Nice-to-haves

• Proven success in developing and executing lifecycle strategies that drive renewals and expansion.
• Strong understanding of customer journey mapping and experience design.
• Excellent communication and cross-functional collaboration skills.
• Data-driven mindset with experience using analytics to inform strategy.
• Proficiency with marketing automation platforms and CRM systems (e.g., Marketo, Salesforce).
• Passion for customer success and building long-term relationships.

Benefits

• Wellness programs
• Tuition reimbursement
• Customizable expense reimbursement program (U Choose) for various needs including student loan repayment, childcare, and pet insurance.