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Head of Lifecycle Marketing and Education

Miro

City Of London

On-site

GBP 85,000 - 120,000

Full time

2 days ago

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Job summary

A leading collaborative online platform in the UK is seeking a Director of Lifecycle & Education Marketing to drive strategic vision and execution for customer activation and engagement. This role requires a seasoned leader with a proven track record in scaling programs and managing cross-functional teams. Successful candidates will possess strong digital marketing skills and experience in SaaS environments. The position offers competitive equity and benefits, including health insurance and personal development allowances.

Benefits

Competitive equity package

Health insurance for you and your family

Corporate pension plan

Lunch snacks and drinks provided in the office

Wellbeing benefit and WFH equipment allowance

Annual learning and development allowance

Qualifications

7-10 years of customer experience, success, or marketing experience.
3-5 years of experience leading teams of 15 members.
Proven track record building scalable programs for 1000 accounts.

Responsibilities

Drive strategic vision and execution for customer activation and engagement.
Own the comprehensive roadmap for Lifecycle & Education Marketing.
Accountable for building and scaling enablement and lifecycle management programs.

Skills

Digital Marketing

Performance Marketing

B2B Sales

Team Management

Customer Acquisition

Lead Generation

Public Speaking

Tools

Gainsight

HubSpot

Marketo

Looker

About the Team

The Miro Lifecycle and Education team architects and delivers scalable digital-first customer experiences that accelerate value realization for all Miro users and customers. Operating across three strategic work streams Journeys & Engagement, Educational Content & Programs and User Onboarding & AI Acceleration we drive onboarding adoption engagement and expansion through best-in-class educational content and data-driven user journey orchestration. Guided by principles of objective-driven design impact at scale and customer-centric growth this highly specialized team sits at the intersection of product customer success and revenue growth directly influencing Miros ability to deliver personalized experiences to millions of users globally. The leader joining this team will lead a high-impact organization that shapes the future of how Miro engages educates and grows its customer base.

About the Role

This role will drive strategic vision and hands‑on execution for customer activation, onboarding, adoption, engagement, renewal support and expansion across Miros tiered customer segments (User / Team Lead / Team Organization). This leadership role owns the complete roadmap and strategic approach for delivering on goals across Lifecycle & Education Marketing functions.

As both strategic architect and execution leader you will be accountable for building and scaling enablement and lifecycle management programs through specialized teams while maintaining direct oversight of tactical implementation. You will deliver exceptional digital‑first scaled experiences for Miros user and customer base via automation, educational content and data‑driven engagement strategies.

Key Accountabilities

Strategic Leadership & Roadmap Ownership

Own and drive the comprehensive roadmap and strategic approach for Lifecycle & Education Marketing
Define long‑term vision while maintaining hands‑on involvement in execution planning and delivery
Ensure strategic initiatives translate into measurable business outcomes across all customer segments

Function Performance & Team Management

Full accountability for the performance and results of the Lifecycle & Education Marketing function
Actively guide and develop team managers to optimize their tactical execution plans
Provide hands‑on leadership in critical initiatives while empowering team managers to drive day‑to‑day operations
Establish performance metrics and ensure consistent delivery against strategic objectives through effective team oversight

What You’ll Do

Strategic Leadership & Team Management

Marketing Leadership Team: Serve as key member contributing to marketing strategy and go‑to‑market planning on the Marketing Leadership team
Cross‑functional Collaboration: Partner extensively with Customer Success, Sales, Campaigns, Digital teams and Product via release practices for seamless integration of customer experience initiatives
Technology Innovation: Champion adoption of automation and personalization technologies for meaningful engagements and intelligent triggers
Senior Leadership Team Management: Lead three functions: Database Health & Omni‑Channel Lifecycle Nurture, Customer Journey Strategy & Content and Customer Channel Management & Optimization

Database Health & Lifecycle Nurture Team

Customer data quality, segmentation, analytics and AI‑driven lifecycle campaigns
Channel analytics, A/B testing and omnichannel experience optimization
Database hygiene, behavioral tracking and real‑time engagement automation
Personalized onboarding sequences and intelligent nurture tracks
Digital channel strategy and engagement platform management with automation / personalization focus
Advanced email automation, in‑app messaging and personalized outreach triggers based on health scoring models, risk identification and predictive analytics supporting Sales / Customer Success retention and renewal strategies

Customer Journey Strategy & Content Team

Customer journey mapping, content strategy and educational program creation
Academy program development, help center optimization and scaled learning initiatives

Futures

Utilize learning content to source training data showing how humans work through complex problems with focused logical data sets for AI / ML applications
Includes how‑to, custom and/or broad base webinars and certification programs
Align delivery based on Marketing Campaign strategy and Digital team execution for consistent messaging and coordinated timing

Customer Lifecycle Excellence

Onboarding: Scalable programs reducing time‑to‑value across investment tiers (first 90 day focus)
Adoption & Engagement: Health monitoring and engagement frameworks driving MAU (creator and capabilities) growth
Renewal Support: Support Sales / Customer Success / Renewal strategies through trigger‑based notifications and automated alerts
Expansion: Data‑driven identification of upsell / cross‑sell opportunities and investment tier progression (PQA and new product upgrades)
Digital Coverage: 100% digital coverage with personalized experiences at scale

Tiered Customer Architecture

Architect differentiated programs across investment levels (User / Team Lead / Team Organization across Miro investment levels)
Scalable engagement models through intelligent automation and AI‑driven personalization
Sophisticated journey mapping with automated triggers and measurable outcomes per tier
Product Qualified Account development through behavioral analytics and targeted interventions

What You’ll Need

Leadership & Experience

7‑10 years Customer Experience / Success / Marketing experience with 3‑5 years leading teams (15 members)
Proven track record building scalable programs serving 1000 accounts
SaaS / subscription experience with database, content and channel team leadership
Cross‑functional coordination experience within marketing or customer success organizations

Technical & Strategic Expertise

Platform Proficiencies: Customer Success platforms, marketing automation, BI tools (Gainsight, HubSpot, Marketo, Looker etc)
Automation Leadership: AI‑driven personalization engines, ML‑powered triggers, intelligent orchestration
Training Data Analytics: Experience structuring learning content for high‑quality training data capturing human problem‑solving methodologies
Data‑driven decision making: Strong predictive modeling, segmentation and automated decision‑making capabilities

Senior Leadership Competencies

Strategic vision aligning customer experience with marketing and customer success objectives
Cross‑functional integration skills with Customer Success, Sales, Marketing, Campaigns, Digital teams and Product practices
Senior leadership communication for C‑level audiences and external representation
Operational excellence driving complex initiatives across marketing functions

Whats in it for you