- Build lifecycle communication programs across onboarding, adoption, retention, and expansion, from strategy through launch and iteration.
- Create programs for the full customer base, tailoring execution for digital-only customers and accounts with dedicated teams.
- Design behavior-based segments and triggers using product usage, health signals, lifecycle stage, and account attributes.
- Write customer-facing copy for email, in-product messaging, and other digital channels.
- Build and QA campaigns, audience logic, and templates in lifecycle and marketing automation tools.
- Coordinate with Marketing on email timing, frequency, and audience overlap.
- Translate product launches and feature initiatives into lifecycle programs, then measure customer adoption.
- Define program metrics, instrument them in Mixpanel, report on results, and experiment with campaign elements.
- Collaborate with customer-facing teams so digital programs reflect customer needs and complement human interactions.
- Pilot agentic customer success approaches and identify gaps in data, tooling, and process.
HubSpot