Senior Customer Lifecycle Marketing Manager

Wistia is looking for an experienced Senior Customer Lifecycle Marketing Manager to join our Lifecycle Marketing team. In this role, you’ll help customers succeed — and help us show what success looks like. You’ll support lifecycle campaigns that drive adoption and upgrades, while also surfacing real stories that inspire others and bring Wistia’s value to life.

This is a high-impact, cross-functional role focused squarely on expansion through existing customers. You’ll own a slice of the lifecycle — from activation to adoption to upgrade — and build connected, measurable programs that drive engagement, retention, and revenue. You’ll also help us understand what separates successful customers from the rest, and use those insights to shape our marketing, messaging, and motion.

We’re looking for someone who’s revenue-minded, insight-driven, and excited to scale programs that both celebrate and grow our customer base. If you love digging into customer behavior, collaborating cross-functionally, and building marketing that makes a real business impact, this role is for you.

🧠 Key Responsibilities

Drive Revenue Through Product Adoption & Expansion

• Lead lifecycle campaigns that encourage customers to activate, adopt new features, and upgrade their plans

• Own messaging strategy and campaign execution for key expansion touchpoints — especially onboarding, upgrade, and upsell journeys

• Collaborate with CS, PMM, and Product to identify high-value behaviors and build programs that reinforce them

• Monitor performance and optimize campaigns based on revenue impact, not just engagement metrics

• Think like a business owner. Understand the connection between lifecycle engagement and revenue (e.g. expansion, retention, activation)

Uncover & Tell Customer Success Stories

• Identify standout customers, conduct interviews, and build a scalable library of stories, testimonials, and case studies

• Use these stories to fuel lifecycle campaigns, highlight what’s possible with Wistia, and reinforce upgrade moments

• Partner with CS and PMM to ensure stories align with personas, plan types, and business goals

Deliver Success Enablement

• Package how-to content and product education into lifecycle-ready formats (e.g. emails, in-app messages, webinar follow-ups)

• Ensure users understand how and when to use key features — especially those that drive stickiness and plan upgrades

• Collaborate with Product Marketing, Support, and Content to fill knowledge gaps across the customer journey

Collaborate to Scale What Works

• Collaborate with the content and creative teams to identify content gaps across the customer journey and partner on the creation of net-new pieces.

• Actively re-purpose existing content, such as webinars, guides, and blog posts, into high-impact lifecycle touchpoints and be able to communicate what’s working and what’s not throughout the journey (e.g., onboarding, nurture, upgrade triggers).

• Work closely with Marketing Ops and BI to improve segmentation, targeting, and measurement

• Partner with CS and Sales to align marketing automation with customer workflows and expansion strategies

• Use feedback and behavioral data to proactively flag and fill journey gaps with smart, scalable programs

✅ What We’re Looking For

• 5-7 years of experience in customer marketing, lifecycle marketing, or customer success with a focus on driving revenue

• Experience with B2B SaaS customer journeys, especially in product-led or self-serve models

• Proven ability to design and scale programs that lead to measurable growth in product adoption, retention, and expansion

• Confident storyteller with excellent interviewing and communication skills

• Strong project manager and collaborator — comfortable driving cross-functional initiatives forward

• Experience contributing to and launching email campaigns as part of broader lifecycle programs

• Analytical thinker who uses data to prioritize, optimize, and prove impact

• Experience with marketing automation and customer data tools (e.g. HubSpot, Intercom, Pendo, Segment)

• Comfort working with customer data and using it to personalize outreach or identify key moments in the journey

🎯 Bonus Points For

• Deep experience in owning onboarding, upgrade, or retention campaigns

• Background in SaaS or product-led growth environments

• Passion for customer storytelling, success enablement, and continuous learning

• Familiarity with revenue-focused marketing metrics (MMR, expansion ARR, etc.)

Working at Wistia

We try to ensure Wistia is an inclusive and diverse place where everyone feels happy, fulfilled, respected, comfortable, and welcome. We're proud to be an equal-opportunity workplace. We care a lot, so our benefits are actually benefits, not just the fun stuff like swag and snacks in the office (though we also have lots of those too!).

We know the biggest investment we can make is in our employees, so we provide:

• A competitive compensation package that includes employee stock options

• 401k with 3% company contribution, regardless of whether you contribute (Roth 401k available)

• Fully paid healthcare, dental, and vision insurance premiums (family plans included)

• Pre-Tax FSA and Dependent Care Account

• 16 weeks paid parental leave

• Flexible Time Off. Everyone should get out of their office to recharge and reboot.

• Remote-first culture (work from anywhere in the continental U.S.)

• Annual professional development stipend (courses, conferences, and more)

• New hire bonus to enhance your home office setup

• Pet insurance discount

Location Opportunities

Wistia is a remote-first company. Employees can work from our beautiful office in Cambridge, MA, or anywhere in the continental US

Wistia provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.