Customer Lifecycle Manager

We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow. 
 

Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them. 
 

What does Access offer you? 
 

We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career. 
 

On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you’ll also be able to choose from a range of benefits to suit you. We’re an organisation that likes to give back, so you’ll also have three charity days allocated to support a cause that matters to you. 

Role Purpose

We're seeking a Customer Lifecycle Manager to design and execute strategic campaigns that drive customer engagement, retention, and expansion throughout the entire customer journey. This role combines lifecycle marketing strategy with deep HubSpot Marketing Hub expertise to create sophisticated, AI-powered customer experiences.

Following our comprehensive HubSpot portal audit, we've identified significant opportunities to transform our customer marketing through advanced automation, AI-driven personalization, and data-powered lifecycle campaigns. You'll be responsible for mapping the complete customer journey, from onboarding to advocacy, while maximizing the potential of our HubSpot Marketing Hub Enterprise platform.

This is a strategic role for a data-driven marketer who thrives in designing customer journeys that deliver the right message, to the right customer, at the right time, using cutting-edge marketing technology and AI capabilities.

Key Responsibilities

Customer Lifecycle Strategy & Journey Design

• Lifecycle Mapping: Design and optimize the complete customer journey from acquisition through advocacy, identifying key touchpoints and conversion opportunities
• Behavioural Segmentation: Create sophisticated customer segments based on usage patterns, engagement levels, lifecycle stage, and predictive indicators
• Journey Orchestration: Develop multi-channel campaigns that guide customers through onboarding, activation, engagement, retention, and expansion phases
• Churn Prevention Strategy: Build predictive campaigns and early warning systems to identify and re-engage at-risk customers before they churn

HubSpot Marketing Hub Excellence & Optimisation

• Platform Mastery: Serve as HubSpot Marketing Hub expert, implementing audit recommendations and optimising our 156,000+ contact marketing potential
• Advanced Automation: Design complex workflow automations, smart content rules, and behavioural triggers that respond to customer actions and lifecycle changes
• AI-Powered Campaigns: Leverage HubSpot's AI features, including predictive lead scoring, send-time optimisation, smart content personalisation, and machine learning insights
• Technical Implementation: Manage workflow architecture, custom properties, integrations, and advanced campaign configurations

Campaign Development & Execution

• Onboarding Campaigns: Create comprehensive welcome sequences and product adoption campaigns that drive customers to first value and ongoing engagement
• Retention Programs: Develop sophisticated re-engagement campaigns, health score monitoring, and proactive support outreach for customer success
• Expansion Marketing: Design automated upsell and cross-sell campaigns triggered by usage milestones, feature adoption, and customer success indicators
• Advocacy Development: Build referral programs, case study development campaigns, and community engagement initiatives

Data Analytics & Performance Optimisation

• Lifecycle KPIs: Monitor and optimise key metrics including activation rates, engagement scores, churn rates, expansion revenue, and customer lifetime value
• Attribution Analysis: Implement multi-touch attribution reporting to measure campaign impact across the customer journey
• A/B Testing Strategy: Conduct sophisticated testing programs including adaptive testing, multivariate testing, and personalization experiments
• Predictive Analytics: Use data insights to predict customer behaviour, identify expansion opportunities, and optimise campaign timing

Cross-Functional Collaboration & Strategy

• Customer Success Alignment: Partner with Customer Success teams to align lifecycle campaigns with account health and expansion goals
• Product Marketing Integration: Collaborate on feature launch campaigns, product adoption initiatives, and usage-driven marketing
• Sales Enablement: Support Account Management with targeted campaigns for renewal conversations and expansion opportunities
• Global Campaign Coordination: Work with regional teams to adapt lifecycle campaigns for local markets while maintaining strategic consistenc

Essential Skills & Experience:

Lifecycle Marketing Expertise

• 3-4 years of customer lifecycle marketing experience, preferably in SaaS or B2B software
• Proven track record of designing and executing successful retention, expansion, and advocacy campaigns
• Deep understanding of customer lifecycle stages, churn prevention strategies, and expansion marketing
• Experience with customer health scoring, predictive analytics, and behavioural segmentation

HubSpot Marketing Hub Mastery

• Advanced proficiency with HubSpot Marketing Hub Professional or Enterprise (certification required or obtainable)
• Expert-level experience with HubSpot workflows, smart lists, lead scoring, automation tools, and campaign management
• Hands-on experience with HubSpot's AI features, machine learning tools, and predictive analytics capabilities
• Technical knowledge of HubSpot integrations, custom properties, and advanced reporting functionality

Marketing Technology & Automation

• Strong technical skills in marketing automation platforms, workflow design, and campaign orchestration
• Experience with advanced segmentation, progressive profiling, dynamic content, and personalisation at scale
• Knowledge of email deliverability best practices, GDPR compliance, and marketing data management
• Familiarity with APIs, webhooks, and marketing technology integrations

Analytics & Data-Driven Marketing

• Strong analytical mindset with experience in campaign performance analysis, conversion optimisation, and ROI measurement
• Proficiency with advanced analytics tools, attribution modelling, and customer behaviour analysis
• Experience with statistical testing, significance analysis, and data-driven decision making
• Ability to translate complex data insights into actionable marketing strategies

Communication & Collaboration

• Excellent communication skills with ability to present campaign strategies and results to stakeholders
• Strong project management capabilities with experience managing complex, multi-channel campaigns
• Collaborative approach to working with Customer Success, Product, Sales, and regional marketing teams
• Strategic thinking combined with hands-on execution capabilities

What are we all about? 
 

The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used. Access employs approx. 8,500 people, continuously driving product innovation and customer service excellence. 

At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity. 
 

Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let's make a difference together. 

Love Work. Love Life. Be You.