Director, Customer Lifecycle Marketing

Director, Customer Lifecycle Management

Nextiva is hiring a creative operator to develop and drive Nextiva’s Customer Lifecycle Management strategy, cultivating relationships and driving action with leads and prospects. Using web, email, SMS, in-product messaging, and digital remarketing tools, the Director will develop and execute comprehensive strategies that communicate Nextiva’s unique ability to use communication tools to transform business outcomes.

Key Responsibilities:

• Customer Engagement Strategy: Develop and execute a comprehensive customer engagement strategy that spans the entire customer lifecycle. Create personalized and data-driven experiences to enhance customer satisfaction.
• Customer Onboarding and Adoption: Oversee customer onboarding programs to ensure successful product adoption. Collaborate with the Customer Success teams to develop and deliver training resources, and best practices.
• Customer Retention and Renewals: Lead efforts to retain and renew customer subscriptions and contracts. Develop processes for identifying and addressing customer churn risk.
• Upselling and Cross-Selling: Drive expansion revenue by identifying upsell and cross-sell opportunities. Collaborate with Sales teams to nurture and close expansion deals.
• Customer Advocacy and Loyalty: Cultivate customer advocacy programs, including customer referrals, case studies, and testimonials. Develop loyalty programs to reward and recognize long-term customers.
• Feedback and Voice of the Customer (VoC): Collect and analyze customer feedback to identify areas for improvement and product enhancements. Implement Voice of the Customer initiatives to drive product development and service improvements.
• Customer Health Monitoring: Collaborating with the Customer Success teams, define and track key customer health metrics and usage patterns to proactively address issues and identify growth opportunities.Data-Driven
• Decision-Making: Use customer data and analytics to inform strategies and measure the impact of customer lifecycle initiatives. Report on customer success KPIs and ROI to company leadership.
• Collaboration: Collaborate closely with Sales, Marketing, Product, and Customer Support teams to align efforts and deliver a seamless customer experience. Advocate for customer needs and insights within the organization.

Required Skills and Qualifications:

• 7+ years of experience in customer lifecycle marketing, customer success, account management, or related roles within a B2B SaaS company serving VSB, SB, MM businesses.
• Proven experience in building and leading teams.
• Strong understanding of customer lifecycle strategies, retention, and expansion best practices.
• Strategic thinker with a customer-centric mindset

Compensation, Rewards & Benefits:

Nextiva provides a comprehensive employee benefits package that includes medical (including supplemental plans for accident, hospitalization and critical illness), telemedicine, dental, vision, disability, life insurance, legal assistance, an Employee Assistance Plan, paid parental bonding leave, PTO for hourly employees and Flexible Time Off (FTO) for salaried employees, an employee long-term savings plan (401k) through Fidelity with Nextiva matching, comprehensive employee wellness programs and loads of learning and development opportunities which are coupled with career paths to last a lifetime.

Interested in joining our amazing team at Nextiva HQ? Apply today as we launch the future of business conversations! 🚀

To check out what’s going on at Nextiva, check us out on Instagram, Instagram (MX), YouTube, LinkedIn, and the Nextiva blog. 

In 2022, Nextiva has been recognized by Comparably as the ‘Best Place to Work’ in the following categories: Best Company Leadership, Best CEO for Women, Best Global Culture, and Best Places to Work in Phoenix.

Additional workplace awards include 2021 LinkedIn Talent Employee Engagement Champion, Comparably’s Best CEO 2021, Best Company Culture 2021 and 2018, Best Company Compensation 2022, 2021 and 2019, and Glassdoor’s 2020 Best Places to Work.

Nextiva is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Nextiva participates in the E-Verify Program where and as required by law. For additional information about E-Verify visit USCIS.

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