Senior Manager, Lifecycle Marketing

Toast; United States; Remote; USD 123,000 - 197,000; Full time

Job summary

Toast seeks a Senior Manager, Lifecycle Marketing in the United States to build, run and optimize automated customer journeys driving engagement, adoption, retention and cross-sell growth. You will own day-to-day performance and report to the Director, Lifecycle Marketing.

The role requires hands-on lifecycle marketing expertise, strong automation skills (Marketo), and a track record of personalized, behavior-based programs using AI and predictive signals to improve metrics.

Qualifications

• 10+ years in lifecycle marketing, customer marketing, growth or CRM roles.
• 2+ years managing people or lifecycle programs.
• Hands-on experience with cross-sell or expansion programs and measurable results.
• Strong technical skills in marketing automation, journey orchestration and personalization.
• Advanced proficiency in Marketo or similar platform.
• Experience building automated journeys with triggers and dynamic content.
• Solid understanding of lifecycle management and retention strategies.
• Experience using data to build audiences and measure performance.
• Familiarity with CRM/CDP and data warehouse environments (Salesforce, Snowflake, BigQuery).
• Experience applying AI, predictive analytics or experimentation in marketing.

Responsibilities

• Build, run and optimize lifecycle programs across conversion, onboarding, activation, adoption, retention, renewal and cross-sell.
• Design journeys aligning messaging, offers, channels and timing to customer needs.
• Translate lifecycle moments into triggers, segments and journey logic.
• Launch segmented, behavior-based programs to improve engagement, product usage, and revenue.
• Collaborate with Product Marketing, Customer Success, Sales, Revenue Ops and Analytics.
• Run cross-sell programs end to end with audience selection and journey build.
• Coordinate with Sales and Customer Success on handoffs and enablement.
• Implement AI-powered workflows and pilot AI use cases in campaigns.
• Maintain dashboards and run test-and-learn roadmap to optimize performance.

Skills

Lifecycle marketing

Marketing automation

Marketo

Journey orchestration

Data analysis

AI/ML in marketing

Propensity modeling

Education

Bachelor's degree in marketing, business, analytics or related field

Tools

Salesforce

Snowflake

BigQuery

Job description

the company creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. We're building a world-class Customer Marketing team that creates meaningful connections with the restaurant and retail operators we serve.

We are seeking a Senior Manager, Lifecycle Marketing to build, run and optimize the lifecycle programs that drive customer engagement, adoption, retention, expansion and cross-sell growth. Reporting to the Director, Lifecycle Marketing, this leader will turn lifecycle strategy into live, automated customer journeys and own their day-to-day performance.

The ideal candidate is a hands-on lifecycle marketer with strong marketing automation skills and a track record of launching personalized, behavior-based journeys that move business metrics. They are comfortable building in Marketo, analyzing results; they are eager to apply AI, automation and predictive signals to make lifecycle programs more efficient, more relevant and more effective at driving cross-sell.

A day in the life (Responsibilities):Lifecycle Journey Management

• Build and manage lifecycle programs across conversion, onboarding, activation, adoption, retention, renewal support and cross-sell, within the strategy set by the Director.
• Design customer journeys that align messaging, offers, channels and timing to customer needs and business priorities.
• Translate key lifecycle moments and customer signals into triggers, segments and journey logic.
• Launch segmented, behavior-based programs that improve engagement, product usage, retention and revenue growth.
• Work with Product Marketing, Customer Success, Sales, Revenue Operations and Analytics to plan, launch and measure programs.

Cross-Sell Programs

• Run lifecycle-driven cross-sell programs end to end, including audience selection, journey build, campaign execution, testing and performance optimization.
• Build cross-sell audiences and journeys using customer behavior, product usage, firmographic data, lifecycle stage and propensity signals.
• Coordinate with Sales and Customer Success on cross-sell handoff points, enablement materials and follow-up processes.
• Execute integrated campaigns that support both self-serve and sales-assisted expansion motions.
• Track and report cross-sell impact on pipeline, bookings, conversion, attach rate, engagement and incremental revenue.

AI-Enabled Lifecycle Marketing

• Implement AI-powered workflows, automation and personalization across lifecycle programs.
• Pilot and scale AI use cases in campaign build, segmentation, content creation, journey orchestration and testing.
• Apply predictive analytics and customer signals to personalize messaging, channel selection, product recommendations and cross-sell offers.
• Work with Global Analytics, Product and Marketing Operations to put propensity scores, next-best-action logic and automated insights into live journeys.

Optimization

• Maintain lifecycle dashboards and reporting tied to engagement, adoption, retention, expansion and revenue.
• Run the test-and-learn roadmap across journey design, messaging, segmentation, channel mix, timing, personalization and offers.
• Analyze campaign and journey performance and act on opportunities to optimize and scale.
• Share lifecycle insights and recommendations with marketing, product, sales and customer success teams.

What you’ll need to thrive (Requirements):

• 10+ years of experience in lifecycle marketing, customer marketing, growth marketing, CRM marketing, marketing automation or related roles.
• 2+ years of experience managing people or leading lifecycle, CRM or marketing automation programs.
• Hands-on experience running cross-sell, expansion, upsell or customer growth programs with measurable results.
• Strong technical skills in marketing automation, journey orchestration, segmentation, campaign operations and personalization.
• Advanced, hands-on proficiency in Marketo or a similar platform.
• Experience building complex automated journeys using behavioral triggers, customer attributes, lifecycle stages, scoring, suppression logic and dynamic content.
• Solid understanding of customer lifecycle management, retention, adoption, engagement, renewal support and expansion motions.
• Experience using data to build audiences, measure performance and optimize campaigns.
• Familiarity with CRM, CDP, product analytics, web analytics and data warehouse environments such as Salesforce, Snowflake, BigQuery or similar.
• Experience applying AI, predictive analytics, personalization or experimentation in marketing programs.

Preferred Qualifications:

• Experience in B2B SaaS, technology, or fintech
• Experience supporting product-led, sales-led or hybrid go-to-market motions.
• Knowledge of customer segmentation, propensity modeling, lead scoring, product usage signals, customer health scoring and revenue attribution.
• Experience with AI-enabled marketing tools, generative AI workflows, decisioning engines or predictive recommendation models.
• Working knowledge of SQL, no-code data tools or modern data stack concepts.
• Strong understanding of privacy, consent, deliverability and compliance requirements for customer communications.
• Bachelor's degree in marketing, business, analytics or a related field, or equivalent practical experience.

AI at the company

At the company, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

Our Total Rewards Philosophy

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/the company-benefits.

The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits.

Pay Range

$123,000—$197,000 USD

How the company Uses AI in its Hiring Process

Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters