Lifecycle CRM Manager B2B

About the role

We are looking for a Lifecycle CRM Manager who will own the user lifecycle and help increase activation, engagement, retention and expansion across our B2B customer base.

This role is not focused on acquisition, paid media, demand generation or brand marketing.

Instead, you will work at the intersection of Product, Data, Customer Success and Marketing to build automated customer journeys triggered by user behavior and product usage.

You will identify lifecycle opportunities, design CRM programs, measure their impact and continuously improve them through experimentation.

What you'll do

Own the customer lifecycle

Design and optimize lifecycle journeys across onboarding, activation, engagement, retention, expansion and win-back

Build automated workflows triggered by customer behavior and product usage

Create personalized communication programs based on lifecycle stage, engagement and account signals

Improve customer adoption and long-term product usage

Drive retention and expansion

Identify churn risks and build retention programs

Develop upsell and cross-sell campaigns based on product engagement signals

Partner with Customer Success and Support teams to identify key customer moments and automation opportunities

Improve customer health and long-term value

Work closely with Product and Data teams

Translate product events and customer behavior into CRM triggers

Define segmentation strategies based on usage patterns based on NPS

Collaborate with Product Managers and Data teams to identify growth opportunities

Build dashboards and monitor lifecycle performance

Experiment and optimize

Run A/B tests on messaging, timing, channels and workflows

Analyze lifecycle metrics and user cohorts

Continuously improve CRM performance through a test-and-learn approach

What we're looking for

Must-have

4+ years of experience in CRM, Lifecycle Marketing or Product CRM

Strong experience in a B2B SaaS environment

Proven ownership of customer lifecycle programs from onboarding to retention and expansion

Experience building behavior-triggered automations and customer journeys

Strong analytical mindset and data-driven decision making

Experience working closely with Product, Customer Success and Data teams

Fluent English and French

Nice-to-have

Experience with subscription-based products

Experience in telecom, SaaS, productivity or mobile applications

Knowledge of customer health scoring and churn prediction models

What success looks like

After 12 months, you will have:

Improved activation and onboarding performance

Increased customer retention and engagement

Built scalable lifecycle automation programs

Created expansion journeys generating measurable revenue impact

Established CRM as a core product growth lever across the company

Important note

This is not a demand generation, growth acquisition or field marketing role.

We are specifically looking for someone with hands-on experience managing product-led CRM and lifecycle programs focused on customer retention, engagement and expansion in a SaaS environment.