Subscriber Lifecycle & Operations Manager

AL-MONITOR; Washington (District of Columbia); On-site; USD 75,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, and vision

HSA available

Paid time off

11 paid holidays

Life insurance

Short-term disability

Job summary

AL-MONITOR seeks an operational builder to design, automate, and improve systems behind subscriber acquisition, engagement, and retention, primarily through HubSpot and ChargeBee. You will create lifecycle programs, segmentation logic, and workflows to scale communications and reduce manual intervention over time.

You will collaborate with Sales, Accounting, Marketing, Product, and Editorial, reporting to the marketing and communications strategy for subscribers.

Qualifications

• 3-5 years of experience in marketing operations, revenue operations, billing operations, or subscription operations.
• Hands-on experience designing or improving lifecycle automation: workflows, segmentation logic, or trigger-based campaigns, not only operating inside an existing setup.
• Hands-on experience with a subscription billing platform (ChargeBee, Recurly, Stripe Billing, or similar).
• Hands-on experience with a CRM or marketing automation platform (HubSpot, Salesforce, Iterable, Klaviyo, or similar).
• Strong analytical instincts, comfortable reading churn reports and translating into action.
• Understanding of subscription business models (recurring revenue, MRR, churn, LTV).
• Excellent written communication, clear and on-brand.

Responsibilities

• Own day-to-day ChargeBee operations: subscription creation, plan changes, invoicing, refunds, dunning, and group subscription onboarding.
• Design, build, and improve subscriber lifecycle automation across HubSpot, including onboarding, engagement, retention, and win-back programs.
• Own day-to-day HubSpot operations: workflow architecture, segmentation logic, list hygiene, and campaign administration.
• Identify and build automations that reduce manual subscriber touch points while maintaining brand alignment.
• Maintain subscriber data integrity across HubSpot and ChargeBee, flagging and resolving issues before they affect marketing programs.
• Execute event and webinar email sends in coordination with the Director and Events team.

Skills

Marketing operations

Revenue operations

Lifecycle automation

HubSpot

ChargeBee

Data analysis

Communication skills

US work authorization

Tools

HubSpot

ChargeBee

Salesforce

Iterable

Klaviyo

Stripe Billing

Recurly

Job description

Reports To: Director, Marketing & Communications

Employment Type: Full-Time

Compensation: $75,000 – $90,000

Work Authorization: Must be authorized to work in the United States

About AL-MONITOR

AL-MONITOR (AL-MONITOR.com) is an award-winning media service founded in 2012 by entrepreneur and philanthropist Jamal Daniel. Its mission is to foster a deeper understanding of the Middle East through world-class reporting and analysis from and about the region. In just its second year, AL-MONITOR received the prestigious International Press Institute's Free Media Pioneer Award, becoming the only American media outlet exclusively covering the Middle East to earn this distinction.

AL-MONITOR is widely read by U.S., international, and Middle East decision-makers at the highest levels, as well as by media, thought leaders, experts, and students. Its audience includes institutions such as the White House, Harvard University, NATO, the World Bank, and foreign and defense ministries around the world. With a multilingual platform that includes Mandarin Chinese, AL-MONITOR reaches a global audience seeking trusted, in-depth coverage of the region.

The Role

AL-Monitor is modernizing how it manages and grows its subscriber base, and this role is central to that shift. We're looking for an operational builder who can design, automate, and continuously improve the systems behind subscriber acquisition, engagement, and retention, primarily through HubSpot and ChargeBee. This person will build the lifecycle programs, segmentation logic, and workflows that make subscriber communications seamless and intentional at scale, reducing reliance on manual, one-to-one intervention over time. Direct subscriber support is part of the role, but the larger mandate is building the infrastructure that makes that support increasingly unnecessary.

You'll work closely with Sales, Accounting, Marketing, Product, and Editorial, and report directly into the marketing and communications strategy for the subscriber base.

What You’ll Do

• Own day-to-day ChargeBee operations: subscription creation, plan changes, invoicing, refunds, dunning, and group subscription onboarding
• Design, build, and continuously improve subscriber lifecycle automation across HubSpot, including onboarding, engagement, retention, and win-back programs under the Director's strategic direction
• Own day-to-day HubSpot operations: workflow architecture, segmentation logic, list hygiene, and campaign administration
• Identify and build automations that reduce manual subscriber touch points while keeping the experience thoughtful and reflective of AL-MONITOR’s brand
• Maintain subscriber data integrity across HubSpot and ChargeBee, flagging and resolving issues before they affect marketing programs
• Execute event and webinar email sends in coordination with the Director on strategy and the Events and Social team on timing
• Triage inbound subscriber communications: resolve account and billing issues directly, route sales-track inquiries to the BD Consultant, and escalated technical issues to the Frontend Engineer / Product Lead with clear reproduction steps
• Support subscriber communications for product changes (Apple Pay rollout, paywall updates, pricing changes) as initiatives launch
• Partner with the Accounting Manager and HR Operations on monthly billing reconciliation
• Translate subscriber data and front-line feedback into insights on churn signals and product, pricing, or marketing opportunities

What You Need to Succeed

• 3-5 years of experience in marketing operations, revenue operations, billing operations, or subscription operations
• Hands-on experience designing or improving lifecycle automation: workflows, segmentation logic, or trigger-based campaigns, not only operating inside an existing setup
• Hands-on experience with a subscription billing platform (ChargeBee, Recurly, Stripe Billing, or similar)
• Hands-on experience with a CRM or marketing automation platform (HubSpot, Salesforce, Iterable, Klaviyo, or similar)
• Strong analytical instincts, comfortable reading a churn report or billing reconciliation and translating it into action
• Understanding of subscription business models (recurring revenue, MRR, churn, LTV)
• Excellent written communication, clear and on-brand
• A self-starter who takes initiative, manages a queue independently, and looks for what can be automated or improved without being asked
• Authorization to work in the United States

Nice to Have

• Experience at a subscription media company, membership organization, or D2C subscription business
• Career interest in marketing operations, revenue operations, or growth leadership
• Prior customer success or support experience
• Interest in policy, foreign affairs, or journalism
• Light technical fluency, comfortable troubleshooting basics and writing clear engineering escalation tickets

What We Can Offer You

Join AL-MONITOR for meaningful work on a respected, award-winning publication. This role can be based in our Washington, DC office. We offer competitive compensation and a benefits package designed to support you and your family.

• Enjoy comprehensive medical, dental, and vision coverage (dental and vision fully employer-paid), with HSA savings available.
• Prioritize your well-being with generous paid time off that grows with tenure, and 11 paid holidays.
• Build financial security with fully-paid life insurance and short-term disability.

Additional Information

AL-MONITOR is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, age, national origin, disability, sexual orientation, gender identity or expression, marital status, genetic information, protected Veteran status, or other factors protected by law.