Senior Customer Lifecycle Strategy Manager

Bethesda, Maryland, United States; Vancouver, Washington, United States; Waltham, Massachusetts, United States

ZoomInfo is where careers accelerate. We move fast, think boldly, and empower you to do the best work of your life. You'll be surrounded by teammates who care deeply, challenge each other, and celebrate wins. With tools that amplify your impact and a culture that backs your ambition, you won't just contribute. You'll make things happen–fast.

We are looking for a highly strategic and execution-oriented individual contributor to build and scale our customer lifecycle strategy from the ground up.

This role will define how customers experience our platform across onboarding, adoption, engagement, expansion, growth, and retention through scalable digital journeys, lifecycle communications, in-app experiences, and customer engagement programs.

This is a builder role. The ideal candidate has previously designed and operationalized lifecycle programs within a B2B SaaS environment and understands how to create connected customer experiences across systems, teams, and touchpoints.

You will work cross-functionally across Customer Experience, Product, Customer Marketing, Operations, Education, and RevOps to create a more intentional, data-driven, and scalable customer journey.

This role requires someone who can think strategically, influence across organizations, and also execute. You should be equally comfortable mapping a long-term lifecycle vision, building journey frameworks, writing messaging, leveraging AI tools for scalable content creation, and launching programs directly.

What you'll do:

Build the company's lifecycle marketing and customer journey strategy from the ground up

Design scalable customer journeys across onboarding, adoption, engagement, expansion, and retention

Develop customer segmentation and behavioral engagement frameworks

Partner cross-functionally to align customer touchpoints, communications, and digital experiences

Build lifecycle programs across email, in-app guidance, education, webinars, community, and customer engagement channels

Create scalable messaging and content leveraging AI-assisted workflows and internal subject matter expertise

Identify friction points and gaps across the customer experience and drive improvements

Establish lifecycle measurement frameworks, KPIs, and optimization strategies

Help shape the future-state vision for digital customer engagement and journey orchestration

Documentation and reporting of lifecycle journeys against KPIs and product adoption metrics

What you bring:

8+ years of experience in lifecycle marketing, customer engagement, digital customer experience, or customer journey strategy within B2B SaaS

Proven experience building modern and dynamic lifecycle programs and customer journeys from the ground up

Strong understanding of SaaS onboarding, adoption, retention, and expansion motions

Experience operating as a senior-level IC and influencing cross-functional stakeholders

Ability to balance strategic thinking with hands-on execution

Strong writing and communication skills

Experience leveraging AI tools to accelerate content development and lifecycle execution

Familiarity with lifecycle and customer engagement platforms Pendo, Marketo, SendGrid, Salesforce preferred

Strong systems-thinking and analytical mindset

Comfortable operating in ambiguity and building processes from scratch

What success looks like:

Customers experience a connected and intentional lifecycle journey

Digital engagement scales alongside customer growth

Lifecycle programs become proactive, personalized, and measurable

Cross-functional teams align around a unified customer experience strategy

Customer activation, adoption, and engagement improve through scalable programs and orchestration

The US base salary range for this position is $94,080 - $134,400 + variable compensation + benefits.

Actual compensation offered will be based on factors such as the candidate's work location, qualifications, skills, experience and/or training. Your recruiter can share more information about the specific salary range for your desired work location during the hiring process.

We want our employees and their families to thrive. In addition to comprehensive benefits we offer holistic mind, body and lifestyle programs designed for overall well-being. Learn more about ZoomInfo benefits here . About us:

ZoomInfo (NASDAQ: GTM) is the Go-To-Market Intelligence Platform that empowers businesses to grow faster with AI-ready insights, trusted data, and advanced automation. Its solutions provide more than 35,000 companies worldwide with a complete view of their customers, making every seller their best seller.

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ZoomInfo may use a software-based assessment as part of the recruitment process. More information about this tool, including the results of the most recent bias audit, is available here .

ZoomInfo is proud to be an equal opportunity employer, hiring based on qualifications, merit, and business needs, and does not discriminate based on protected status. We welcome all applicants and are committed to providing equal employment opportunities regardless of sex, race, age, color, national origin, sexual orientation, gender identity, marital status, disability status, religion, protected military or veteran status, medical condition, or any other characteristic protected by applicable law. We also consider qualified candidates with criminal histories in accordance with legal requirements.

For Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. ZoomInfo does not administer lie detector tests to applicants in any location.