Lifecycle Communications Lead — Patient Experience

Conduit Health; New York (NY); Hybrid; USD 110,000 - 170,000; Full time

Benefits offered by this job

Competitive salary

Hybrid work environment

Unlimited PTO

Medical benefits

Mentorship & growth

Impactful startup

Job summary

Conduit Health is seeking a Manager, Lifecycle & Comms to own patient, caregiver, and partner communications across the full journey. This revenue-focused role balances strategy with hands-on execution in a cross-functional environment.

You’ll build and optimize lifecycle programs using Customer.io, Twilio, Intercom, and HubSpot, shaping messaging, channels, timing, and tone to drive activation, engagement, and retention.

Qualifications

• 5+ years in lifecycle, CRM, or retention marketing, ideally at a healthtech, DTC health, or other regulated company
• Hands-on ESP experience — Customer.io strongly preferred; Iterable, Braze, or similar is a fine substitute
• Experience with SMS/voice channels (Twilio or similar) and support/messaging platforms (Intercom or similar)
• Track record of owning conversion and/or retention metrics directly, not just engagement metrics
• Comfortable partnering with ops-oriented, non-marketing stakeholders (EX: patient experience & product)
• Strong analytical and experimentation instincts - experience defining campaign KPIs, designing experiments, analyzing lifecycle and funnel performance
• Familiarity with healthcare-adjacent constraints (PHI, HIPAA-safe messaging practices) is a plus
• Excitement around joining an early-stage, high-growth and high-impact organization that’s building something transformative.

Responsibilities

• Full Lifecycle ownership: Own transactional, marketing, and lifecycle communications across our direct-to-consumer audiences (patients and caregivers) and B2B partners (e.g., service coordinators and home health aides).
• Messaging & copy: Own the messaging and copy across lifecycle, transactional, educational, and marketing communications.
• Revenue & retention: Design, build, and optimize journeys across the funnel - activation, conversion, engagement, re-engagement, and churn prevention - with conversion and retention as your primary KPIs.
• Performance & experimentation: Own the performance of our lifecycle programs and campaigns. Define success metrics, build testing roadmaps, run A/B tests across messaging, audience, channel, cadence, and timing, and analyze results to understand what drives behavior.
• Patient experience: Own transactional communications - from appointment reminders and missing-information outreach to order confirmations and shipping updates- as a core part of the patient experience.
• Communications Infrastructure: Own the tools and infrastructure powering patient and partner communications, including Customer.io, Twilio, Intercom, voice AI, and HubSpot.
• Systems & cross-functional partnership: Own the strategy and requirements for the data, events, segmentation, and integrations that power our communications ecosystem. Manage and partner closely with the technical resources responsible for implementation, while working cross-functionally with Product and Engineering to ensure our lifecycle infrastructure supports the experiences we want to build.
• Building the function: Help define what belongs in proactive education versus reactive support, and lay the groundwork to hire and manage a team as this function scales.

Skills

Lifecycle marketing

CRM expertise

Analytics & experimentation

Healthcare experience

Cross-functional collaboration

Copywriting

Tools

Customer.io

Iterable

Braze

Twilio

Intercom

Job description

Conduit Health is seeking a Manager, Lifecycle & Comms to own patient, caregiver, and partner communications across the full journey. This revenue-focused role balances strategy with hands-on execution in a cross-functional environment.

You’ll build and optimize lifecycle programs using Customer.io, Twilio, Intercom, and HubSpot, shaping messaging, channels, timing, and tone to drive activation, engagement, and retention.