Product Manager, Lifecycle

Legacybox is hiring a Product Manager, Lifecycle to own customer communications throughout the journey from first order through membership renewal and beyond. The role focuses on lifecycle marketing, retention, messaging systems, customer education, launches, and measuring customer engagement and outcomes.

Responsibilities:

• The member path: every message from first order to first look at their memories to membership renewal and beyond, by email, push and in the app
• Order updates: telling a customer where their box is and what's happening to it in our Digifactory, without flooding their inbox
• First look: the moment a family sees their digitized memories, and what we help them do next: share them, invite family, make something
• Reasons to come back: the highlights AI finds in a family's footage, anniversaries and "on this day" moments, and new features as they land
• Bringing the family in: invites that get relatives into the archive, adding their own photos, and telling the stories behind them
• Memberships: renewal reminders, plan changes, price and terms notices on time, and the save when someone wants to cancel
• Win-back: bringing back cancelled members and customers who haven't been back to their memories, with the right message at the right time
• One home for our messages: moving our order and product emails into one system, with templates in code and a clear map of which event sends what
• Customer education: help articles and the printed guides in the box, so fewer people need to write to support
• Launches: the customer messages for each new feature, with our product manager, designers and support
• Measurement: opens and clicks are the start. What matters is how many families come back to their memories, renew, stay after a save offer, and don't need to contact support
• Bring order updates from our Digifactory into one stream, with a daily digest instead of a stack of separate emails
• Refresh our email templates with our brand designer, and move product emails off older tools
• Build the save path for members who want to cancel, with the offers and wording to test
• Bring back families who digitized with us but haven't opened their memories since
• Turn what AI finds in a family's tapes into a first look worth opening
• Write the messages for someone who gets Legacybox as a gift, and for relatives invited into a family's archive

Requirements:

• 2+ years owning lifecycle, retention or CRM programs at a subscription, direct-to-consumer or consumer tech company
• You've built the flows yourself, not just briefed them: triggers, segments, branches, tests
• You think in customer states and events, not one-off sends
• You write clearly and edit hard
• You've built something with AI: a flow, a template, an analysis, a small tool
• You can read the numbers and say what changed
• Knock, Klaviyo, Braze, Iterable, Customer.io or similar
• Email HTML, or templates in code
• Subscriptions: renewals, failed payments, cancels and saves
• Push and in-app messages
• Physical products and logistics. We ship boxes both ways
• You're in or near Chattanooga, or happy to visit regularly