Own and evolve Tradify's customer marketing and lifecycle strategy across all regions
Design and run lifecycle programs that guide customers from onboarding through to long-term advocacy
Collaborate closely with Product, Customer Success, and Sales to ensure relevant, valuable, and commercially purposeful customer communication
Develop and own the global customer marketing strategy, aligned to regional priorities across ANZ and UK
Design, build and optimise lifecycle email and in-product communication programs across the full customer journey — from trial activation through to renewal and advocacy
Identify key customer segments and develop targeted campaigns to improve onboarding, reduce early churn, and drive feature adoption
Lead customer advocacy and reference programs, including case studies, reviews, and customer stories
Partner with Product and Customer Success to surface customer insights, inform messaging, and support product-led growth initiatives
Collaborate with Demand Generation on retention-focused campaigns and re-engagement programs for lapsed or at-risk customers
Own customer marketing performance reporting, with regular analysis and recommendations for improvement
Manage and optimise marketing automation workflows in HubSpot (or equivalent) to support scalable lifecycle communication

At least 5 years of experience in customer marketing, lifecycle marketing, or a closely related CRM/retention-focused role
Demonstrated ability to design and execute multi-stage lifecycle programs that deliver measurable retention and engagement outcomes
Strong understanding of SaaS customer journeys, including trial conversion, onboarding, adoption, and renewal dynamics
Experience with marketing automation platforms (HubSpot preferred) and comfort working with segmentation and behavioural triggers
An analytical mindset — able to interpret cohort data, identify trends, and turn insights into actionable programs
Strong written communication skills with the ability to craft customer-facing copy that is clear, compelling, and on-brand
Experience working cross-functionally with Customer Success, Product, and Sales teams
Comfort working as part of a distributed, global marketing team across multiple time zones

Customer Marketing Lead

Key skills