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Job Description
Customer Lifecycle Marketing, Sr. Director
Overview:
We’re looking for a strategic, data-driven, and customer-obsessed Customer Lifecycle Marketing expert to lead our efforts across the entire post-sale journey. This is a critical functional leadership role responsible for driving customer growth (expansion, upsell, cross-sell), increasing retention and reducing churn, and building advocacy that fuels brand reputation and demand.
This will be a high-impact role that collaborates closely with Sales, Customer Success, Product, and Revenue Operations, and bring a deep understanding of customer needs and behaviors to deliver personalized, scalable marketing experiences that drive business growth.
WHAT YOU’LL DO:
Customer Lifecycle Strategy
- Define and execute the overall customer marketing strategy across onboarding, adoption, retention, expansion, and advocacy
- Develop segmentation strategies and targeted campaigns based on customer behavior, lifecycle stage, and product usage
- Drive growth through upsell, cross-sell, and renewal campaigns in partnership with Customer Success and Sales
Advocacy & Community
- Build and scale customer advocacy programs including case studies, references, reviews, speaker opportunities, and customer councils
- Launch and manage customer communities, ambassador programs, and user events
- Create and promote customer success stories that amplify our brand and product value
Programs & Campaigns
- Collaborate with Product to support and inform NPS, CSAT, and Voice of Customer programs, helping translate feedback into impactful actions.
- Partner with Product Marketing on go-to-market plans for new feature rollouts and ongoing adoption initiatives
- Lead partner marketing strategy and execution - developing joint value propositions, campaigns, and go-to-market motions.
Leadership & Cross-Functional Collaboration
- Build and grow a team of high-performing customer marketers and community managers, alongside partner marketing functions.
- Act as a strategic partner to CS, RevOps, and Product teams to align customer goals with business outcomes
- Insights & Segmentation: Leverage behavioral data, product usage, and customer insights to personalize messaging and campaign triggers across the lifecycle.
- Cross-Functional Leadership: Collaborate with Product, Sales, Customer Success, and Partner teams to align strategies, deliver value, and drive revenue.
WHAT YOU’LL NEED:
- 17+ years in B2B marketing with at least 5 years leading customer marketing or lifecycle marketing functions
- Proven success in building and scaling customer marketing programs in a fast-paced, high-growth environment
- Deep understanding of customer journeys, retention/expansion metrics, and advocacy tactics
- Strong leadership skills with experience managing teams and influencing cross-functional stakeholders
- Excellent communication and storytelling skills, with a passion for showcasing customer impact
- Experience with tools like Salesforce, Gainsight, HubSpot, Marketo, Pendo, or similar
- Strong analytical mindset with the ability to measure and communicate ROI of initiatives
AND IT’S GREAT TO HAVE:
- Experience working in SaaS, fintech, healthtech, or other regulated/high-growth industries
- Prior success launching customer communities or peer groups
- Background in product marketing, customer success, or customer experience
WHAT’S IN IT FOR YOU:
- Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset
- Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO!
- Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam
- Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
- Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement
- Discounts – access to discounts with our partners, such as Dell, Microsoft & many more.
- Medical/Dental/Vision coverage
- EAP – we get you help when you need it. Period.
- Calm App +4 – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16
- And more! – so many benefits we couldn’t even fit them all here!
Please note that the salary information shown below is a general guideline only and based on employees in Canada and may be different in other countries. Salaries are based upon candidate experience, qualifications, and location, as well as market and business considerations. Our pay range for Canada based candidates for this position is $150,000.00 -- $190,000.00 CAD annually. Your recruiter can share more about the specific salary range for the job location during the hiring process. Also, certain positions are eligible for additional forms of compensation such as bonuses and commissions
We’re committed to diversity and passion, and encourage you to apply, even if you don’t demonstrate all the listed skillsets!
ABC’S COMMITMENT TO DIVERSITY, EQUALITY, BELONGING AND INCLUSION:
ABC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are intentional about creating an environment where employees, our clients and other stakeholders feel valued and inspired to reach their full potential and make authentic connections. We foster a workplace culture that embraces each person’s diversity, including the extent to which they are similar or different. ABC leaders believe that an equitable and inclusive culture is not only the right thing to do, it is a business imperative. Read more about our commitment to diversity, equality, belonging and inclusion at abcfitness.com
ABOUT ABC:
ABC Fitness (abcfitness.com) is the premier provider of software and related services for the fitness industry and has built a reputation for excellence in support for clubs and their members. ABC is the trusted provider to boost performance and create a total fitness experience for over 41 million members of clubs of all sizes whether a multi-location chain, franchise or an independent gym.
Founded in 1981, ABC helps over 31,000 gyms and health clubs globally perform better and more profitably offering a comprehensive SaaS club management solution that enables club operators to achieve optimal performance. ABC Fitness is a Thoma Bravo portfolio company, a private equity firm focused on investing in software and technology companies (thomabravo.com).
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