Sr. Lifecycle Marketing Manager

The Role

As Pilot’s Lifecycle Marketing Manager, you will be the architect of how, when, and what we communicate to customers across their entire journey with us. You will design and implement customer programs that drive engagement, education, advocacy, and expansion — maximizing customer lifetime value while deepening customer trust in Pilot.   You will collaborate with customer success, product, content, and operations teams to define critical moments in the customer journey and build strategies to proactively support, nurture, and expand our customer relationships. You’ll help evaluate and optimize our customer lifecycle marketing systems — including identifying gaps in our tech stack (for example, CDPs or orchestration tools) and proposing solutions to close them — to ensure Pilot can deliver a seamless, personalized experience at scale.   This is a hybrid position with the expectation to work in the San Francisco or Nashville office on Monday, Tuesday, and Thursday.

Key Responsibilities

Build and own the customer lifecycle strategy

• Map the full customer journey, identifying key inflection points where we can engage, educate, or expand our customers.
• Define and execute customer lifecycle programs that support onboarding, product adoption, expansion (cross-sell/upsell), retention, advocacy, and win-backs.
• Partner with product and operations teams to identify buying signals or key moments that indicate a customer may be ready for cross-sell, upsell, or added services — and build playbooks to capitalize on these opportunities.
• Develop customer education strategies in partnership with product, customer success, and marketing teams to help customers fully realize the value of Pilot’s solutions.
• You’ll manage Pilot’s customer referral program, a significant revenue driver. 

Drive program execution and collaboration

• Build, launch, and manage omni-channel lifecycle campaigns in partnership with creative, content, product marketing, and customer success teams.
• Maintain a seasonal campaign calendar aligned with Customer Success, Sales, and Marketing initiatives.
• Develop triggered campaigns, nurture programs, and playbooks that drive customer engagement and value realization.
• Support customer advocacy efforts, including referral programs, reviews, case studies, and testimonials.

Implement systems and tooling

• Evaluate and recommend lifecycle marketing technologies, including customer data platforms (CDPs) or orchestration tools, to support scalable and personalized customer journeys.
• Partner with business systems and analytics teams to implement, measure, and optimize these tools.

Champion AI  and automation

• Identify and use AI-powered tools to automatically detect friction points and hidden customer segments.
• Apply machine-learning models to surface propensity-to-churn, expansion, or advocacy, feeding real-time signals into campaign triggers.
• Employ generative AI and dynamic content blocks to tailor messaging and educational assets per customer profile.
• Explore an AI-driven orchestration layer to optimize send-times, channel selection, and content variants based on user behavior and emerging pain points.

Measure and optimize lifecycle marketing programs

• Define, track, and report on key lifecycle metrics, including product adoption rates, retention/churn, cross-sell and upsell performance, and customer satisfaction/advocacy.
• Partner with data and analytics teams to design experiments, interpret results, and continuously improve programs.

About You

• 7+ ye