Lifecycle Marketing Manager

What does the Marketing team look like?

The Marketing Team at Bench is a small and mighty group of experienced folks leading diverse parts of our growth initiatives - ranging from acquisition all the way through to retention and expansion. We have subject-matter experts across a variety of domains, including SEO and Content, to Paid, CRO, Lifecycle, and Product Marketing. The team is highly collaborative and action-oriented, elevating each other and our collective work every single day. 

In this role, you will be joining the Lifecycle Marketing team, a small, highly collaborative team that partners with cross-functional teams to bring Bench's vision and value to life while unlocking revenue growth and driving retention. We're responsible for creating and advocating for best-in-class customer experiences that deliver the right message, to the right people, at the right time. Through an omnichannel approach, including in-app communications, email, and live chat, we leverage automation and data to build thoughtful and strategic end-to-end journeys for our leads and customers. 

What you’ll get up to:

We’re seeking a Lifecycle Marketing Manager with a passion for crafting the ideal customer experience. In this role, you’ll apply your expertise in designing personalized, data-driven customer journeys, driving engagement, retention, and loyalty from acquisition through retention. Your main objective will be to create value-driven touchpoints and experiences that deliver meaningful outcomes for our customers. You’ll also enhance the in-product experience by developing highly contextual, automated communications that inspire action in the areas that matter most to our users.

Key responsibilities include:

• In-App Communications Strategy & Execution: Design, implement, and continuously optimize a best-practice in-app communication strategy that enhances the customer journey. Focus on increasing activation, driving feature adoption, reducing time to value, and boosting user retention.
• Email Marketing Strategy & Campaigns: Contribute to the development and execution of a comprehensive email marketing strategy, including upsell, cross-sell, and reactivation campaigns. Collaborate with key stakeholders to ensure communications are tailored, automated, and optimized to drive customer engagement, retention, and revenue growth.
• Program Performance & Reporting: Generate weekly, monthly, and quarterly reports that analyze impact, highlight trends, and identify gaps in expected results. 
• Upsell & Cross-Sell Campaigns: Plan and execute upsell and cross-sell campaigns across various customer segments, aimed at driving revenue expansion.
• Reactivation Campaigns: Develop and implement reactivation strategies to re-engage inactive and churned customers.
• Cross-Functional Collaboration: Work closely with Product Marketing, Product, Revenue Expansion, Growth, Client Success, and Operations teams to ensure your work contributes to and is aligned with business priorities, new product enhancements, and launch initiatives. 
• Customer Surveys, Feedback & Advocacy: Develop and implement customer feedback forms and surveys (NPS, CES, CSAT) to gather actionable insights. Share these insights across the organization to ensure they inform product enhancements, messaging strategies, and customer experience improvements, keeping the customer’s voice at the heart of everything we do.

What you need to be successful in this role:

• You have 5+ years of experience in customer marketing, lifecycle marketing, and/or product marketing.
• You are experienced with marketing automation platforms like Marketo, HubSpot, or Pardot, and in-app communication tools such as Appcues, Pendo, or Gainsight PX.
• You have a proven track record creating and optimizing in-app communications to enhance customer journeys, drive engagement, and increase feature adoption.
• You know email marketing best practices, including automation, segmentation, and personalization, to optimize campaign performance.
• You use performance data and customer insights to refine strategies, deliver value, and improve the customer lifecycle journey.
• You can craft clear, engaging, and persuasive messaging that resonates with your audiences across various channels.
• You take a resourceful and fearless approach to your work. You default to action and are unafraid to take risks in the spirit of driving results and change
• You thrive in fast-paced environments where priorities shift and enjoy working with evolving stakeholder needs.
• You are a team player, ready to pitch in and contribute wherever you're needed most.

Nice to Haves:

• Experience in the B2B SaaS industry and/or Fintech
• Experience working in a fast-paced or startup environment

What you'll get:

• At Bench we share information freely and openly whenever possible. The salary range for this role is $88,640 - $110,800 per year, depending on experience.
• In addition, we offer an extended benefits package that includes paid vacation, paid flex days, stock options, and full health, dental, and vision. 
• You’ll get access to  Inkblot Therapy’s  Employee and Family Assistance Program (EAP) that offers counseling and support, for you and family members, as well as professional development coaching, financial advice, legal advice and much more.
• Bench has a number of Affinity Groups - groups of people who have shared identities and experiences! The purpose of these groups is to support underrepresented Benchmates and amplify their voices.
• If you live in BC’s Lower Mainland, you have the opportunity to work at home or in our downtown office location, depending on your preference! If you’re interested in remote only, we currently focus our hiring efforts in the following provinces: British Columbia, Alberta, Ontario, New Brunswick, and Nova Scotia.
• We provide solutions to bring all teams together for collaboration and connection. 
• Regardless of how many days you decide to visit the office, you’ll have access to our Home Office Setup Fund to ensure that you have everything you need to work comfortably from home, from day one.
• You’ll have the opportunity to work from somewhere other than your home province for up to 90 days in a 12-month period. 

Everyone has their own unique talents. Even if you don’t meet 100% of the qualifications outlined above, tell us why you’d be a great fit for this role in your application.

We believe that unchecked biases disproportionately impact the most marginalized people in society—including but not limited to BIPOC, LGBTQ2S+ people, immigrants, and people with disabilities. We strongly encourage applications from people with these identities or other marginalized communities because we believe that without you, we are all less.  If you are selected for an interview and require support during the process, including disability accommodation, we'll give you the opportunity to tell us when we contact you.