Senior Manager, Customer Journey Programs
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Job Summary
To enhance customer experiences, the remote Senior Manager, Customer Journey Programs will design lifecycle programs that guide onboarding, adoption, renewal, and recovery, while collaborating with cross-functional teams to implement and optimize these initiatives.
Key responsibilities
- Design customer lifecycle programs with clear objectives and measurable outcomes
- Define operating logic including segmentation, triggers, decision trees, and success criteria for customer journeys
- Partner with various teams to launch, monitor, and continuously improve lifecycle programs
Required qualifications
- 4-7 years of experience in building lifecycle programs or customer success operations in B2B SaaS
- Strong writing skills with experience in creating customer-facing communications
- Proficiency in CRM, customer success, and automation platforms
- Ability to think in customer journeys and decision logic
- Interest in leveraging AI to enhance customer experiences
Complete Job Description
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