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Viome · 1 month ago

Lifecycle and Retention Manager

Bellevue, WA

Full-time

Onsite

Senior Level

$90K/yr - $130K/yr

Viome Life Sciences is dedicated to empowering individuals through personalized health insights derived from scientific research. The Senior Manager of Lifecycle and Retention will lead customer lifecycle marketing and retention programs, focusing on maximizing customer lifetime value and enhancing the overall customer experience.

Dietary SupplementsHealth CareMedicalWellness

Responsibilities

Own the retention, upsell and lifecycle strategies across email, SMS, subscriptions, push, in-app notifications

Be a thought partner to our Director of Customer Acquisition Campaigns and Organic Growth and the rest of the marketing team

Partner with Product to translate the core experience and key user moments into lifecycle journeys that drive engagement and retention

Partner with Product to amplify key experience moments and launches through targeted lifecycle communications

Facilitate a segmentation framework powered by first-party data of customers and predicted behavior

Develop unique paths for customer journeys informed by feedback through our app and other traceable behaviors

Investigate customer issues related to inappropriate communications and flows when recruited by Customer Service team

Lead the charge of refining the brand story we are reinventing with high-quality content and experiences throughout the journey

Partner closely with engineering team to bring new triggers and classifications to life to facilitate personalized comms

Manage CRM and creative agency relationships on behalf of lifecycle

Maintain hygiene of lists, unique profile properties, customer source data and more within Klaviyo

Define lifecycle metrics and develop tracking methods to keep company informed on impact of tactics

Cooperate with PRO side of business to enable unique experience for non-DTC customers

Establish a disciplined experimentation framework for retention strategies (messaging, cadence, incentives, rewards)

Ability to work alongside engineering team to debug consumer-facing and backend issues and synthesize future-proof solutions

Qualification

Klaviyo expertiseCRM strategyCustomer engagement toolsData-driven thinkingA/B testingLeadershipCommunicationCollaborationProblem-solving

Required

Highly-technical expertise in Klaviyo, including API/custom webhooks, 3rd party integration and complex communication structures. This is non-negotiable

Experience with One Signal and customer engagement tools

Experience with Loop (or other subscription software) a must

Preferred

Experience with Figma, Periscope, and Jira

Benefits

Up to 90% employer-paid premium for individuals and 75% for families, including health (United Healthcare), dental, and vision (MetLife), plus 100% coverage for basic life, AD&D insurance, and long-term disability.

Flexible time-off policy to support work-life balance, allowing you to manage personal needs effectively.

Access expert advice through LifeWorks on family, work, financial, legal, and health issues, supporting your well-being beyond work.