Senior Customer Lifecycle Marketing Manager in Durham

At ServiceTrade, you’ll build technology that matters — for your career, your team, and the thousands of commercial contractors who rely on our platform every day. We’re on a mission to partner with commercial trades to deliver technology that enhances technician productivity, improves customer experiences, and drives scalable growth. We’re looking for a Senior Customer Lifecycle Marketing Manager who’s excited to make an impact. In this role, you will be responsible for the strategy and programs that engage our customers throughout their journey with ServiceTrade.

This is not simply a customer communications role. We’re looking for a strategic lifecycle marketer who can understand our customers, identify the moments that matter across their journey, and build scalable programs that drive adoption, engagement, retention, expansion, and advocacy. You’ll develop the customer lifecycle marketing strategy and translate it into programs that help customers realize greater value from ServiceTrade—from onboarding and adoption through expansion, renewal, advocacy, and beyond.

You’ll work closely with Customer Success, Revenue Marketing, Product Marketing, Product, RevOps, Sales, and other teams to create a connected customer experience that strengthens relationships while contributing measurable business impact.

Key Responsibilities & Activities:

• Own the Customer Lifecycle Marketing Strategy
• Develop and own ServiceTrade’s customer lifecycle marketing strategy across onboarding, adoption, engagement, expansion, retention, renewal, and advocacy.
• Map the customer journey and identify the moments where marketing can meaningfully improve customer experience and business outcomes.
• Build a prioritized lifecycle marketing roadmap aligned with company, revenue, and customer success objectives.
• Identify gaps in the existing customer experience and proactively develop programs to address them.
• Create differentiated lifecycle strategies based on customer segment, industry, maturity, product adoption, and other relevant attributes.

Build Scalable Lifecycle Programs

• Design and execute integrated, multi-channel lifecycle programs that move customers toward meaningful actions and outcomes.
• Develop automated and triggered customer journeys based on lifecycle stage, customer behavior, product usage, and other signals.
• Build programs that accelerate onboarding and adoption, deepen engagement, introduce customers to additional capabilities, and reinforce the ongoing value of ServiceTrade.
• Partner with Customer Success and Account Management to identify opportunities where scalable marketing programs can complement high-touch customer engagement.
• Continuously test and optimize programs based on engagement and business performance.

Drive Customer Expansion and Retention

• Partner with Customer Success, Sales, Product Marketing, Account Management, and Demand Marketing to develop programs that identify and activate expansion opportunities within the customer base.
• Build lifecycle programs that increase awareness and adoption of additional ServiceTrade products and capabilities.
• Develop proactive engagement strategies for customer segments where additional education, adoption, or value reinforcement can strengthen retention.
• Support renewal and retention strategies through targeted, data-driven customer marketing.
• Help connect product adoption and customer engagement signals to expansion and retention opportunities.

Lead Customer Advocacy

• Own and evolve ServiceTrade’s customer advocacy strategy, including customer references, referrals, testimonials, reviews, customer stories, and other advocacy programs.
• Build a scalable system for identifying, developing, and activating customer advocates.
• Ensure customer references and stories support strategic revenue priorities.
• Develop programs that recognize and deepen relationships with ServiceTrade’s strongest advocates.
• Create a consistent pipeline of compelling customer proof that demonstrates the measurable impact ServiceTrade delivers.

Use Data to Drive the Strategy

• Define the KPIs and measurement framework for customer lifecycle marketing.
• Use customer, product, engagement, and revenue data to identify lifecycle opportunities and prioritize programs.
• Develop segmentation strategies that enable increasingly personalized customer experiences.
• Measure program performance beyond traditional marketing engagement metrics, connecting lifecycle marketing to outcomes such as product adoption, expansion, retention, advocacy, and customer lifetime value.
• Regularly communicate insights, performance, and recommendations to Marketing and cross-functional leadership.

Lead Cross-Functionally

• Serve as the marketing leader for the post-sale customer lifecycle.
• Build strong partnerships across Customer Success, Account Management, Demand Marketing, Product Marketing, Product, RevOps, Sales, and Brand.
• Establish clear ownership and operating rhythms for lifecycle initiatives that span multiple teams.
• Bring a strong customer perspective into broader marketing and revenue planning.
• Influence priorities and drive programs forward without requiring direct authority over participating teams.

Knowledge & Skills:

• 7+ years of B2B marketing experience, with significant experience in customer marketing, lifecycle marketing, growth marketing, or a related discipline.
• Experience building and owning customer lifecycle strategies within a B2B SaaS or recurring-revenue business.
• Demonstrated ability to move beyond campaign execution and independently identify problems, develop strategies, and build programs from the ground up.
• Strong understanding of the SaaS customer journey and the drivers of adoption, engagement, retention, expansion, and advocacy.
• Experience building segmentation, nurture, triggered, and automated lifecycle programs.
• Experience developing customer advocacy programs, including references, referrals, customer stories, reviews, or similar initiatives.
• Strong analytical skills and demonstrated ability to use customer and behavioral data to make decisions.
• Experience connecting marketing programs to business outcomes rather than relying solely on engagement metrics.
• Strong cross-functional leadership skills and experience partnering with Customer Success, Account Management, Sales, Product, Product Marketing, and Revenue Operations.
• Excellent written and verbal communication skills.
• Ability to operate independently, navigate ambiguity, establish priorities, and move complex initiatives forward.
• A builder mentality — you see gaps, develop solutions, and take ownership of making them happen.

What Success Looks Like:

In this role, success means ServiceTrade has a clear, measurable strategy for how marketing influences the customer experience after the initial sale. You will have built a lifecycle marketing engine that:

• Helps customers adopt ServiceTrade faster and realize greater value from the platform.
• Creates meaningful, personalized engagement throughout the customer journey.
• Identifies and activates opportunities for expansion.
• Strengthens retention and customer loyalty.
• Creates a predictable pipeline of customer advocates, references, referrals, reviews, and stories.
• Gives ServiceTrade greater visibility into how customer marketing contributes to adoption, expansion, retention, and customer lifetime value.

A few things you’ll want to know:

ServiceTrade is a best-in-class field service management platform that helps commercial fire protection and mechanical service contractors build efficient and growing businesses. With more than a decade of innovation and 1500 customers, ServiceTrade streamlines operations from the field to the office, boosts technician productivity, and enhances the end-customer experience.

Our customers do essential work — often behind the scenes — and our software helps them do it better. They’re smart, hardworking people, and we take pride in helping them grow their businesses, earn more revenue, employ more skilled workers, and deliver greater value to their own customers.

When you work at ServiceTrade, your impact extends beyond our walls, supporting communities and markets you might never have thought about — and making work that truly matters every day.

What kind of working environment do you have?

We’re a growing business focused on building with intention and operating with purpose. You’ll have meaningful responsibility and the trust to do your best work from the start. We encourage calculated risks and bold experimentation, while providing opportunities to learn, grow, and turn today’s lessons into tomorrow’s breakthroughs—all in service of big ambitions and real customer impact.

What kind of benefits do you offer?

• Medical through Cigna, PPO and HDHP options, including a Health Savings Account with company contributions
• Dental and Vision through Unum
• Flexible Spending Account and Dependant Care Account
• Company-paid Life insurance, STD and LTD
• Voluntary benefits including Supplemental Life Insurance, Critical Illness, Accident and Pet Insurance
• 401(k) with up to 3% employer match and NO vesting period
• Flexible PTO policy
• 10 company holidays
• Parental Leave
• Paid Time Off for Volunteering
• Employee Reimbursement Program to use for well-being, technology and/or professional development

ServiceTrade 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. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.