Director of Lifecycle Marketing

We're seeking an experienced Director of Lifecycle Marketing to lead a new function within Customer Marketing that owns segmentation and automation throughout the entire customer experience – from initial purchase through expansion. This is a high-impact leadership role where you'll architect the strategy, support a high-performing team, and establish the infrastructure for scalable lifecycle marketing across our customer base.

You'll be responsible for developing global, multi-vertical segmentation frameworks and lifecycle marketing programs that drive measurable outcomes across the full customer journey: product activation, feature adoption, retention, churn mitigation, support deflection, and revenue growth. As a strategic leader, you'll establish the vision for how customer data drives personalized experiences across the organization, influencing the evolution of our Customer Data Platform (CDP) architecture to serve as the foundation for universal customer segments used by marketing, sales, and customer success teams.

Ready to make a change? Apply today!

What you'll do (Responsibilities) 

• Develop and own the automation strategy for the customer journey starting at initial purchase,  including automated nurture sequences, triggered email and in-product messaging, and optimized customer journey maps that drive activation, adoption, retention, and expansion
• Establish measurement frameworks that track performance across all lifecycle stages and business objectives, connecting lifecycle marketing activities to business outcomes
• Partner with cross-functional leadership to set targets across multiple customer health and revenue metrics including activation rates, feature adoption, churn, support ticket reduction, and upsell ARR

• Partner with Marketing Operations and Data teams to build the Customer Data Platform infrastructure to create universal customer segments that serve multiple functions across the organization
• Define segmentation strategy, partnering with Marketing Operations and Data teams to create taxonomy and governance frameworks that ensure consistency and usability across Customer Marketing

• Evangelize customer segmentation and data-driven personalization across the organization working with cross-functional stakeholders in Marketing Operations, Product, Customer Success, and Growth Strategy 

• Oversee a team of 5-7 marketers, establishing clear roles and responsibilities and a culture focused on continuous optimization

What you’ll need to thrive (Requirements)

• 8+ years of customer lifecycle marketing experience with at least 3 years in a director or senior management role
• Deep expertise building and scaling customer segmentation strategies and guiding CDP implementation for platform companies with complex product ecosystems
• Hands-on experiencing defining and directing global programs that drive measurable impact on product usage, retention, and expansion
• Experience with predictive analytics, propensity modeling, and customer health scoring frameworks
• Balances strategic vision with operational execution in complex, fast-paced organizations
• Collaborative leader who builds trust and alignment across organizations with diverse objectives

Our preference is Boston, but we’re also open to strong candidates in other remote locations.

AI at Toast

At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

Our Total Rewards Philosophy

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.

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