Lifecycle Marketing Manager – Retention

About the Role The Credit Pros is looking for a Lifecycle Marketing Manager with a deep focus on customer retention to join our growing Marketing team. This is a critical role responsible for owning and driving customer retention strategy end-to-end — not just designing campaigns, but getting hands-on to execute, optimize, and measure impact across the full customer journey. You will be the retention champion for the business, responsible for understanding what drives customers to stay, identifying where they disengage, and building the communications and programs that keep them committed to their financial journey with us. This role is particularly focused on solving retention challenges at the 3rd and 4th month of the customer lifecycle, a pivotal window where churn risk peaks. You will report directly to the Chief Business Officer and collaborate cross-functionally with Directors of Sales and Customer Success to align retention efforts with the broader customer experience. What You'll Do Own the Retention Strategy. You will be the primary owner of customer retention, accountable for moving retention rates from the current baseline toward a 75–80% retention target. This means developing a comprehensive lifecycle strategy grounded in data, customer behavior, and continuous experimentation — not just high-level thinking, but hands-on execution and iteration. Build and Optimize Lifecycle Campaigns. Design, build, launch, and optimize multi-channel lifecycle marketing campaigns (email, SMS, and more) tailored to key moments in the customer journey. You will prioritize the critical early-tenure window (months 3 and 4) where disengagement and churn are most common, and develop targeted interventions to keep customers engaged and seeing value. Develop a Deep Understanding of the Customer Mindset. Go beyond surface-level metrics. You will invest time in understanding why customers leave, what their concerns and needs are at each stage, and how to proactively address those pain points through relevant, timely, and personalized communication. Retention starts with empathy for the customer — this role demands it. Drive Data-Informed Decision Making. Build and maintain operational-level dashboards that surface actionable insights into customer engagement, campaign performance, and churn signals. You will demonstrate data fluency from day one — pulling your own data, analyzing results, and communicating findings to stakeholders without relying on analysts to do it for you. Optimize Channel Performance. Own the performance of retention-focused channels including email and SMS. You will be responsible for improving open rates, engagement rates, and downstream retention metrics. This includes A/B testing, segmentation strategies, message cadence, and content optimization. Collaborate Cross-Functionally. Partner closely with Directors of Sales and Customer Success to align on the customer experience and share insights that reduce customer leakage. You will influence decisions beyond your direct team and serve as the voice of the customer across the organization. Contribute to Revenue Growth. Your work will have a direct line to business results. Success in this role is expected to generate an incremental $2.2 million in additional revenue through improved retention within the first year. What Success Looks Like In your first 90 days, you will demonstrate strong data fluency, establish operational dashboards, get SMS campaigns performing, and show measurable improvement in email open and engagement rates. By the end of year one, you will have delivered a meaningful, positive lift in customer retention and contributed to the $2.2M incremental revenue target. If you are up for this fun challenge, message me "Lets Get It" to move to the next step.