Customer & Lifecycle Marketing Specialist

Trustwell; Durham (NC); Hybrid; USD 75,000 - 85,000; Full time

Benefits offered by this job

Full healthcare benefits

PTO + Holiday Pay

Competitive compensation + bonus

Job summary

Trustwell is seeking a Customer & Lifecycle Marketing Specialist in Durham, NC to own onboarding, adoption, retention, and expansion across our SaaS customer base. You will design lifecycle programs, automated nurture campaigns, newsletters, and engagement initiatives, collaborating with Customer Success, Sales, Product, and Marketing teams.

You will measure engagement, product adoption, retention, and revenue impact, and drive customer advocacy.

Qualifications

• 2–4 years of experience in customer, lifecycle, or retention marketing within B2B SaaS or enterprise technology.
• Experience developing and executing customer engagement, nurture, and lifecycle marketing programs.
• Proficiency with CRM and marketing automation platforms to build segmented, personalized campaigns.
• Experience supporting customer adoption, retention, cross-sell, or upsell initiatives.
• Strong communication and storytelling skills focused on customer value and business outcomes.
• An analytical approach, using customer insights and campaign performance to improve results.
• Strong project management skills across multiple priorities and deadlines.
• A proactive, hands-on approach to working across Customer Success, Sales, Product, and Marketing.

Responsibilities

• Develop lifecycle programs spanning onboarding, adoption, renewal, advocacy, and expansion.
• Build segmented customer journeys based on product ownership, usage, lifecycle stage, and growth potential.
• Create automated nurture campaigns that deliver relevant content at key customer milestones.
• Develop customer newsletters, educational campaigns, product updates, and engagement programs.
• Partner with Customer Success and Product to reinforce product value, communicate enhancements, and support adoption.
• Develop targeted programs to reengage inactive or at-risk customers and support retention.
• Own the customer communications calendar, ensuring consistent, coordinated messaging across solutions.
• Develop targeted campaigns that generate cross-sell and upsell opportunities across Trustwell's product portfolio.
• Partner with Sales and Customer Success to identify high‑potential accounts and expansion opportunities.
• Build personalized campaigns introducing complementary solutions based on customer needs and business challenges.
• Use customer insights, product usage, and account intelligence to develop relevant expansion messaging and nurture programs.
• Measure marketing-influenced expansion pipeline, engagement, and revenue contribution.
• Build reporting that connects lifecycle marketing programs to customer outcomes and revenue growth.
• Track customer engagement, campaign conversion, adoption, retention-related marketing performance, and expansion pipeline.
• Use performance data and customer health insights to optimize targeting, messaging, and customer journeys.
• Total Rewards Package: Full healthcare benefits, PTO, bonus, and growth opportunities.

Skills

Customer lifecycle marketing

B2B SaaS

CRM

Marketing automation

Communication

Analytics

Project management

Tools

CRM platforms

Marketing automation platforms

Job description

Customer & Lifecycle Marketing Specialist

Trustwell is looking for ambitious, energetic problem-solvers who enjoy a fast-paced team environment filled with challenges and career growth opportunities in a rapidly growing tech firm. Trustwell is on a mission to change the food industry. Combining FoodLogiQ’s supply chain management software with Genesis’ nutritional analysis and label development solution, the Trustwell Connect platform creates the food industry’s only full-scale solution connecting product development and regulatory‑compliant labeling with supplier compliance, enhanced traceability, and automated recall management. From food and supplement manufacturers to retail grocers and restaurant chains, more than 2,500 food companies around the world use Trustwell software as their trusted source for compliance and quality solutions in the food industry. For more information, visit www.trustwell.com.

Role: Customer & Lifecycle Marketing Specialist

FLSA: Full Time | Exempt | Salaried | Durham, NC (Hybrid)

Reports to: Chief Marketing Officer

Scope of Position: The Customer & Lifecycle Marketing Specialist drives customer engagement, adoption, retention, and expansion across Trustwell's customer base. You'll own lifecycle marketing programs, customer communications, nurture campaigns, cross-sell and upsell initiatives, and customer advocacy, creating targeted programs that help customers realize ongoing value from Trustwell's solutions.

You’ll work closely with Customer Success, Sales, Product leadership, Content & Solutions Marketing, Demand Generation, GTM Operations, and Events/PR.

Success isn't measured by the number of campaigns launched. It's measured by customer engagement, product adoption, retention, expansion pipeline, advocacy, and revenue impact.

Essential Duties & Responsibilities including but limited to:

Customer Lifecycle Strategy & Engagement

• Develop lifecycle programs spanning onboarding, adoption, renewal, advocacy, and expansion.
• Build segmented customer journeys based on product ownership, usage, lifecycle stage, and growth potential.
• Create automated nurture campaigns that deliver relevant content at key customer milestones.
• Develop customer newsletters, educational campaigns, product updates, and engagement programs.
• Partner with Customer Success and Product to reinforce product value, communicate enhancements, and support adoption.
• Develop targeted programs to reengage inactive or at-risk customers and support retention.
• Own the customer communications calendar, ensuring consistent, coordinated messaging across solutions.

Cross-Sell & Expansion Marketing

• Develop targeted campaigns that generate cross-sell and upsell opportunities across Trustwell's product portfolio.
• Partner with Sales and Customer Success to identify high‑potential accounts and expansion opportunities.
• Build personalized campaigns introducing complementary solutions based on customer needs and business challenges.
• Use customer insights, product usage, and account intelligence to develop relevant expansion messaging and nurture programs.
• Measure marketing-influenced expansion pipeline, engagement, and revenue contribution.

Customer Advocacy & Voice of Customer

• Build customer advocacy programs that turn successful customers into Trustwell champions.
• Partner with Content & Solutions Marketing to identify and develop customer success stories, case studies, testimonials, and measurable proof points.
• Recruit customers for webinars, speaking opportunities, events, references, and industry recognition.
• Gather customer feedback through surveys, engagement data, and voice‑of‑customer initiatives.
• Translate customer insights into stronger messaging, engagement programs, and expansion opportunities.
• Develop programs that encourage referrals, customer participation, and long‑term advocacy.

Marketing Automation & Performance

• Leverage CRM and marketing automation platforms to build personalized, scalable lifecycle campaigns.
• Partner with Demand Generation and GTM Operations on segmentation, data quality, automation, and reporting.
• Develop behavior‑based campaigns triggered by product usage, engagement, and customer milestones.
• Track customer engagement, campaign conversion, adoption, retention‑related marketing performance, and expansion pipeline.
• Use performance data and customer health insights to optimize targeting, messaging, and customer journeys.
• Build reporting that connects lifecycle marketing programs to customer outcomes and revenue growth.

Education/Experience

• 2–4 years of experience in customer, lifecycle, or retention marketing within B2B SaaS or enterprise technology.
• Experience developing and executing customer engagement, nurture, and lifecycle marketing programs
• Proficiency with CRM and marketing automation platforms to build segmented, personalized campaigns
• Experience supporting customer adoption, retention, cross-sell, or upsell initiatives.
• Strong communication and storytelling skills focused on customer value and business outcomes.
• An analytical approach, using customer insights and campaign performance to improve results.
• Strong project management skills across multiple priorities and deadlines.
• A proactive, hands‑on approach to working across Customer Success, Sales, Product, and Marketing.

What Success Looks Like

Within your first year, you'll help:

• Increase customer engagement and adoption across Trustwell's solutions.
• Establish scalable lifecycle programs supporting onboarding, retention, and expansion.
• Generate measurable cross-sell and upsell pipeline.
• Strengthen customer retention through proactive, value-driven engagement.
• Build a consistent, segmented customer communications strategy.
• Expand customer advocacy, success stories, and references.

Total Rewards Package:

• Full healthcare benefits, including medical, dental, and vision.
• Responsible Time Off (PTO) + Holiday Pay
• Competitive Compensation + Bonus!
• Excellent culture, growth opportunities, plus much more...

What to expect - the Hiring Process!

• Interview with Human Resources
• Interview with Hiring Manager
• Final Interview
• Offer of Employment (Background Screening/References)

The compensation for this role is based on several factors, including the candidate's experience, education, skills, and alignment with the responsibilities outlined for the role. The anticipated salary range for this role is listed below; with most candidates hired in the mid-range. This role is also eligible for an annual bonus opportunity of up to 10%, in addition to participation in the Company's equity program.

To learn more about the culture & employee experience at Trustwell, check out our LinkedIn or GlassDoor !

Trustwell is an equal employment opportunity employer committed to hiring and retaining a diverse workforce. Applicants receive fair and impartial consideration without regard to race, sex, sexual orientation, gender identity, color, religion, national origin, age, disability, veteran status, religion, or other legally protected class. If you need accommodation for any part of the employment process due to a medical condition, or any disability, please contact a member of our human resources team.

Acceptable Background and References Required; Upon any conditional offers made by Trustwell. Equal Opportunity Employer/ DFWP/ Aff affirmation

The pay range for this role is:

75,000 - 85,000 USD per year (Durham, NC)