The Customer Lifecycle Marketing Manager will design and implement lifecycle programs to enhance customer engagement and drive product adoption, focusing on cross-sell opportunities across email and in-app channels.
About the Role
We're building out our Customer Lifecycle Marketing function and looking for a Customer Lifecycle Marketing Manager to design and execute programs that keep Validity's enterprise customers engaged, successful, and growing.This role is about driving active product use and surfacing cross-sell opportunities across our customer base -through campaigns, in-app messaging, and channel programs that work together as a cohesive post-sale journey. You'll own the strategy and execution of lifecycle programs end to end: knowing when and how to reach customers, which moments matter most, and how to use every available channel - including Pendo - to move them forward.
You'll partner closely with our Email Marketing Manager to align in-app and email into connected nurture journeys, with Account Management and Customer Success to ensure programs are landing where they matter most, and with internal stakeholders like Product Marketing when product moments create the right opportunity for a customer campaign. This is a high-visibility role on a small, focused team - your work will directly shape how Validity's customers experience our products and our brand after the sale.
We are currently hiring candidates who can work a hybrid office-based position (Tuesdays, Wednesdays, and Thursdays) in Validity's Boston (Financial District) office or Validity's Broomfield, CO office locations, or candidates who are available for a remote opportunity in one of the following states in the USA: CT, FL, GA, IL, IN, ME, NH, NJ, NC, OH, PA, RI, TX.
Position Duties & Responsibilities
Customer Lifecycle Programs- Develop and execute lifecycle marketing programs for existing Validity customers that drive active use of our core products and create cross-sell opportunities
- Plan and launch campaigns across channels - email, in-app, paid ads, direct mail, events, and more - that move customers through adoption milestones and introduce them to solutions they don't yet use
- Identify and act on program-worthy moments throughout the year, including product releases, usage milestones, and seasonal opportunities, in coordination with internal stakeholders
- Own Validity's Pendo strategy: designing and scaling in-app guides, onboarding flows, product announcements, and cross-sell prompts that meet customers at the right moment inside our products
- Use Pendo as an integrated channel alongside email and other programs: ensuring in-app messages reinforce campaign themes, product launches, and lifecycle moments rather than existing in isolation
- Leverage Pendo analytics to understand how customers are engaging with our products, identify gaps in adoption, and inform where campaigns or in-app interventions will have the most impact
- Partner with our Email Marketing Manager on the strategic approach to customer nurture: contributing to the design of new email programs and ensuring in-app and email work together, not in silos
- Think across the full post-sale journey and identify where different channels and moments should connect to create a seamless experience
- Bring channel insights and program performance back into the planning process, so the next campaign or nurture motion is smarter than the last
- Manage our G2 review site strategy: building programs that encourage, collect, and activate customer feedback to improve loyalty and support new customer acquisition in partnership with Demand Gen
- Oversee UserGems programs for existing customers, partnering with Account Management to refine champion-tracking alerts and follow-up strategy that captures expansion signals early
- Own reporting on lifecycle programs across channels, tracking engagement, product adoption, and contribution to cross-sell pipeline
- Maintain a continuous improvement mindset: regularly reviewing what's working, what isn't, and bringing clear recommendations to the team
Required Experience, Skills, and Education
- Proven experience running customer lifecycle or customer marketing programs in a B2B SaaS environment, with a focus on post-sale adoption and expansion
- Hands-on Pendo experience is required; experience building in-app programs and knowledge on how to use the platform strategically, not just tactically
- A campaign-first mindset: you know how to plan and execute multi-channel programs and can think through the full arc of a customer communication, from strategy to copy to results
- Solid email marketing fluency - you don't need to build it yourself, but you understand segmentation, nurture strategy, and how email fits into a broader lifecycle motion
- Comfortable with data: you pull your own reports, interpret results, and use insights to make decisions and recommendations
- Experience partnering cross-functionally with Account Management or Customer Success teams
- Familiarity with tools like UserGems, G2, Salesforce, or Pardot is a plus
- Strong written communication - you can write clear, on-brand messaging for campaigns, in-app guides, and email with minimal guidance
Salary range $95,000 - $105,000 plus benefits, bonus opportunities and stock options. Final salary may vary depending on skills, location, and/or experience.
Top Skills
G2
Pardot
Pendo
Salesforce
Usergems
Validity Inc. Boston, Massachusetts, USA Office
100 Summer St, Suite 2900, Boston, MA, United States, 02110
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