Lifecycle Marketing Manager, Sprout Social

• 6+ years of relevant experience in Lifecycle Marketing, Customer Education, or Product Marketing roles
• 3+ years experience in creating or supporting B2B product adoption or customer education programs
• Proven track record of developing and executing cross-functional projects with customer-facing deliverables from ideation through reporting outcomes and future iteration planning
• Demonstrable expertise in standalone and evergreen marketing campaigns, specifically delivering product adoption outcomes

Desirable

• Develop the strategy for—and create and optimize the execution of—self-service customer lifecycle programs, identifying key milestones, messages and experiences that drive onboarding success, ongoing product adoption and account retention for customers with the fewest high-touch interactions
• Assist in building and operating Sprout’s in-app customer lifecycle strategy with cross functional partners, programmatically launching relevant communications to grow product adoption and continually iterating approaches to improve outcomes as the product evolves
• Oversee project management for self service email and in-app lifecycle programs, setting clear timelines, deliverables, and resourcing to ensure smooth execution across teams
• Lead with AI: Research, experiment, and implement new technology and approaches from the rapidly evolving AI toolset not only to accelerate the work of the Customer Marketing team, but to transform the way the team works and what they deliver to the business and our customers
• Analyze program performance and customer engagement, sharing insights with stakeholders, and making data-driven adjustments to optimize performance
• Build strong relationships and collaborate with key stakeholders, including teams in Product, Customer Success, Product Marketing, Product Operations, Brand Creative and Marketing Operations
• Within 1 month, you’ll plant your roots, as you:
• Participate in Sprout’s new hire onboarding program, including an introduction to our product and an overview of the company’s vision, strategy, and values
• Collaborate with your manager to set initial priorities and understand the expectations for your role
• Get to know your team members and understand how our customer education and lifecycle strategies align with the marketing organization’s goals
• Learn about our marketing strategy, OKRs and personas
• Start participating in weekly stand-ups, team meetings and marketing rituals
• Within 3 months, you’ll start hitting your stride as you:
• Develop an understanding of Sprout’s customers and education channels, recognizing current practices and identifying areas for growth
• Shadow cross-functional teams to develop deep understanding of every stage of the Sprout customer journey
• Gain familiarity with Sprout’s brand guidelines to create lifecycle programs that feel naturally grown in our ecosystem
• Contribute to the creation of in-flight and upcoming self-service customer lifecycle programs, sharing ideas and feedback
• Report on lifecycle programs and review historical data
• Build relationships with key teams including Product, Customer Success, Product Marketing, Product Operations, Brand Creative and Marketing Operations
• Within 6 months, you’ll be making a clear impact as you:
• Lead the execution of new self-service lifecycle programs, working closely with Product, Customer Success, Product Operations, and other teams
• Present program reporting and insight to stakeholders, including suggestions for improving lifecycle education efforts
• Identify areas for improving program ideation and planning, and provide constructive feedback to improve team collaboration
• Within 12 months, you’ll have established yourself in the role, as you:
• Test, fail, learn, and apply new tactics and operational processes to grow your impact
• Contribute to quarterly and annual planning discussions, providing input on how self-service programs can align with broader marketing goals
• Communicate the results and impact of lifecycle initiatives for self-service customers, and suggest strategies for continued growth
• Note: The outlined timeline above represents an ideal scenario. Flexibility may be required based on business needs and additional projects as determined by your manager