Customer Lifecycle Manager, GoFundMe

• This position requires someone who is fast-acting, data-driven, and highly collaborative, with hands-on email marketing expertise and a passion for delivering exceptional customer experiences
• 2+ years of professional experience in B2B lifecycle marketing, email marketing, or customer engagement
• Hands-on experience with email service providers (Marketo or Braze preferred) and marketing automation
• Strong background in A/B testing, experimentation, and lifecycle analytics
• Ability to operate with speed, agility, and data-driven decision-making
• Excellent communication and collaboration skills, with the ability to influence across teams
• A passion for supporting nonprofits and helping them succeed with GoFundMe Pro

Desirable

• The GoFundMe Pro team is searching for our next Customer Lifecycle Manager
• As the Customer Lifecycle Manager, your mission is to accelerate the success of nonprofits using GoFundMe Pro
• This role is dedicated to designing, testing, and optimizing lifecycle email strategies for customers
• You will assist in creating cohesive email experiences that help nonprofits realize value faster, increase adoption of GoFundMe Pro tools, and grow their platform usage
• You will create specialized email programs, engage deeply with cross-functional teams, and utilize customer expertise and insights to improve and optimize the customer journey
• Ensure consistent communication with GoFundMe Pro customers to improve the customer experience and drive increased engagement, fundraising donation volume, and customer value
• Write, schedule, and coordinate content for monthly customer communications including the monthly Coaching email, monthly Customer Education email, and monthly Product Usage and Insights email
• Identify and implement new programs to advance product adoption and support business objectives
• Run continuous A/B tests and controlled experiments to optimize based on email performance metrics
• Build personalized email experiences to deliver highly targeted and relevant experiences based on the customer segment and lifecycle stage
• Design onboarding, engagement, and renewal campaigns that reflect entry paths, usage data, and fundraising intent
• Develop segmentation logic for onboarding and adoption journeys by entry point and customer behavior data
• Ensure messaging aligns with feature gating, product configurations, and subscription tiers
• Use customer behavior data to increase engagement throughout onboarding, reduce drop-off, drive activation and upgrade, and balance user experience with business growth
• Optimize emails with messaging, segmentation, and sending cadences to drive faster activation and repeated use of GoFundMe Pro’s tools
• Translate insights into actionable lifecycle strategies that strengthen activation and adoption
• Collaborate with the Senior Lifecycle Manager on the execution and coordinate of all Lifecycle programs
• Collaborate with Marketing for content scheduling, managing the customer email calendar, and maintaining audience segments
• Align with the Digital Customer Success Operations Analyst to ensure necessary data for segmentation and targeted campaigns is available in email tools
• Partner with CX and Post-Sales team members to monitor audience cohorts and identify areas of opportunity
• Build and maintain strong internal partnerships, collaborating to enhance the customer experience