Lifecycle Marketing Manager

About the Role

Engine's travel booking platform is how teams find, book, and manage business travel. As Lifecycle Marketing Manager, you'll own key parts of the customer journey across our core travel experience, turning new users into loyal, repeat bookers and building the lifecycle programs that drive adoption, engagement, retention, and advocacy.

Our travel platform serves a range of user types, from admins booking on behalf of others to frequent travelers managing their own trips, each with distinct behaviors, needs, and success metrics. Success in this role requires building deep fluency in how these users interact with the platform, understanding what "good" looks like across different segments, and designing lifecycle programs tailored to their unique dynamics.

You'll have the creative freedom to design delightful customer journeys from scratch while leveraging data to prove what works. You'll work in lockstep with Product Management, Data, and Growth, and have direct influence on product roadmaps, cross-product strategy, and outcomes.

Your Mission

You will build and optimize lifecycle marketing programs across email, SMS, push, and in-app surfaces for Engine's core travel platform. You'll use data-driven customer journey design to drive product adoption, feature engagement, long-term retention, and expansion across the platform when there is clear user value.

You'll establish the playbook for how Engine communicates with travelers and admins throughout their journey, while respecting that each user segment has its own behaviors, needs, and key indicators of success.

Key Responsibilities

Lifecycle Program Development: Design and implement comprehensive lifecycle programs (onboarding, activation, engagement, retention, advocacy) for Engine's core travel platform, including journeys that drive deeper adoption of platform features at the right moment.

Customer Journey Design: Create delightful, data-informed user journeys that guide customers from initial signup through power user adoption. Balance product education with user value, and identify natural transition points where users are ready for deeper engagement with the platform.

Experimentation: Build a rigorous testing framework to validate messaging, timing, channel mix, and segmentation strategies. Use data to improve performance continuously.

Cross-Functional Partnership: Partner closely with Product Managers and Product Leads to align lifecycle programs with product priorities and feature releases. Contribute actionable insights from behavioral and campaign data to inform product decisions. Influence prioritization of lifecycle-driven improvements by clearly articulating customer friction and opportunity areas. 

Technical Execution: Independently build and launch lifecycle campaigns in Customer.io (or equivalent platform). Use Looker and Snowflake to create audience segments, analyze cohorts, and surface behavioral insights. Write and modify SQL queries for segmentation, funnel analysis, and lifecycle reporting with increasing independence and reliability. 

Performance Analysis: Own ongoing cohort behavior, identify drop-off points, and translate data into actionable insights that improve product metrics (activation rate, feature adoption, retention).

Content & Messaging: Write and iterate compelling, on-brand emails and in-product messages that drive action. Maintain strong opinions on what makes customer communication effective.

Channel Strategy: Determine the right mix of email, in-product messaging, and other channels to reach users at the right moment with the right message.

Qualifications

Lifecycle Expertise: 4+ years in lifecycle, CRM, or growth marketing roles with proven success driving product adoption and retention metrics.

Data Proficiency: You must be able to dig into data yourself, not hand off tasks to analysts. Strong analytical skills with experience using Looker, Snowflake, or similar tools. Comfortable with SQL for audience segmentation and analysis. The ability to quickly understand and operate across multiple datasets tied to different products is critical.

Writing Excellence: Exceptional copywriting skills for emails, in-product messages, and user-facing content. You have strong opinions on what makes great customer communication and know how to use LLMs to create great, on-brand copy. 

Product Partnership: Experience working closely with Product teams, influencing roadmaps, and taking ownership of product outcome metrics, not just marketing metrics.

Tool Mastery: Hands-on experience with Customer.io (or similar platforms like Iterable, Braze), Salesforce, and analytics tools.

Experimentation Rigor: Track record of building and running structured A/B tests, analyzing results, and iterating based on data.

Customer Empathy: Deep understanding of user intent and behavior. Ability to design journeys that feel helpful rather than interruptive.

Preferred Qualifications:

• B2B SaaS or marketplace experience
• Experience with early-stage or 0-1 product launches
• Background in travel, fintech, or marketplaces
• SQL proficiency for custom audience building

Tech Stack Proficiency

Customer.io, Looker, Salesforce, Snowflake, SQL, Google Analytics, Excel/Sheets