Key skills
CRMLifecycle marketingCustomer engagement strategyEmail marketingSMS marketingPush notificationsIn-app messagingProduct experience marketingMarketing automationSegmentationPersonalizationSalesforce Marketing CloudBrazeHubSpotCustomer Data PlatformsData privacy complianceGDPRCAN-SPAMCCPA/CPRAConsent managementSaaSSubscription business modelProduct-led growthStakeholder managementSalesforceA/B Testing
About this role
Zoom is seeking a Lifecycle CRM & Marketing Senior Manager to drive customer engagement, retention, and growth through a unified CRM and lifecycle strategy. The role focuses on designing scalable engagement programs and collaborating with various teams to enhance customer interactions and deliver personalized experiences.
Responsibilities:
- Owning and evolving the end-to-end lifecycle CRM roadmap, identifying opportunities to optimize engagement, automation, and segmentation across the full customer journey
- Designing and launching full-funnel lifecycle programs across email, SMS, push, in-app, and in-product channels, applying advanced personalization and cross-channel orchestration
- Partnering with Product, Data Science, Finance, and Growth teams to translate business objectives into lifecycle strategies that deliver measurable activation, retention, and customer growth
- Leading experimentation and continuous optimization through A/B testing and cohort analysis, turning behavioral signals into improved engagement and retention outcomes
- Advancing the marketing technology ecosystem — ensuring CRM, CDP, and automation tools operate seamlessly to enable scalable, insight-driven lifecycle marketing
Requirements:
- Bring 13+ years of experience in CRM, lifecycle marketing, or customer engagement strategy, with demonstrated outcomes in activation, retention, or growth
- Design and execute end-to-end cross-channel lifecycle programs (email, SMS, push, in-app, in-product) using advanced segmentation, personalization, and automation
- Leverage CRM and marketing automation tools (e.g., Salesforce Marketing Cloud, Braze, HubSpot) and Customer Data Platforms (e.g., Data Cloud, Hightouch) to develop lifecycle programs
- Apply knowledge of data privacy and compliance frameworks (GDPR, CAN-SPAM, CCPA/CPRA), including consent management and privacy-first marketing practices
- Translate lifecycle data and behavioral signals into actionable programs with measurable impact on engagement, retention, and business growth
- Influence and align cross-functional stakeholders — including Product, Finance, and Data teams — to deliver integrated lifecycle outcomes
- Draw on experience in SaaS, subscription, or product-led growth environments, using product usage signals to inform and enhance lifecycle strategy
- Demonstrate familiarity with global lifecycle program scaling, including mobile channel optimization and multi-market execution