Lifecycle and Retention Manager

For most people, staying healthy feels confusing and complicated. They follow trends, listen to medical advice, try new supplements, yet still don’t feel their best. Viome was founded to change that. Created by scientists and visionaries who believed people deserve real answers, Viome began with one simple idea: what if we could listen to what the body itself is saying? Through decades of research at Los Alamos National Laboratory and pioneering work in RNA sequencing, Viome learned how to read the biological signals that reveal how we actually function, not just our genetic potential. Today, Viome transforms that insight into a simple, empowering experience that helps people move from trial and error to understanding and progress. It’s science designed to help people feel better, live healthier, and take control of their story. That breakthrough has evolved into an at-home microbiome test that decodes your body’s unique biological signals and translates them into action with personalized food and supplement recommendations; it's simple, science-backed guidance designed just for you.

The Viome team is made up of scientists, engineers, researchers and entrepreneurs who are passionate about radically improving the wellness of our customers. You’d be joining a high-performing, collaborative team of channel specialists that work closely alongside our owned analytics and science teams to expose brand opportunities, improve the customer experience and, ultimately, help bring us closer to our goal of making illness optional through personal, specific recommendations and empowering support. Our HQ is in Bellevue, Washington with a satellite office in New York City. For this role, we are seeking candidates that are able to work in Bellevue, WA, Monday- Friday.

We’re looking for a Senior Manager of Lifecycle and Retention to own and define the future of our customer lifecycle marketing, loyalty, and retention programs. This role will focus on maximizing customer LTV, working with the product and customer service teams to relieve any friction points for the customer, augment our customer experience from the point of purchase to subscription to retest, and collaborate with the data engineering team to identify, expose and utilize any relevant data points to further our personalization. This is a high-touch, high-impact role that will inform and guide teams across the organization, keeping the customer at the forefront of all operations. Currently, the role requires a tactical operator who is extremely comfortable owning the customer lifecycle entirely, with the eventual goal of expanding the team over time. If you are someone who isn’t afraid of ambiguity, finds joy in creating foolproof processes, thinks outside the box, has a passion for health and wellness and is an energizing, determined marketer, this role is for you! This role reports to the Director of Customer Acquisition Campaigns and Organic Growth

• Own the retention, upsell and lifecycle strategies across email, SMS, subscriptions, push, in-app notifications 
• Be a thought partner to our Director of Customer Acquisition Campaigns and Organic Growth and the rest of the marketing team 
• Partner with Product to translate the core experience and key user moments into lifecycle journeys that drive engagement and retention
• Partner with Product to amplify key experience moments and launches through targeted lifecycle communications
• Facilitate a segmentation framework powered by first-party data of customers and predicted behavior
• Develop unique paths for customer journeys informed by feedback through our app and other traceable behaviors
• Investigate customer issues related to inappropriate communications and flows when recruited by Customer Service team 
• Lead the charge of refining the brand story we are reinventing with high-quality content and experiences throughout the journey
• Partner closely with engineering team to bring new triggers and classifications to life to facilitate personalized comms
• Manage CRM and creative agency relationships on behalf of lifecycle 
• Maintain hygiene of lists, unique profile properties, customer source data and more within Klaviyo 
• Define lifecycle metrics and develop tracking methods to keep company informed on impact of tactics
• Cooperate with PRO side of business to enable unique experience for non-DTC customers  
• Establish a disciplined experimentation framework for retention strategies (messaging, cadence, incentives, rewards)
• Ability to work alongside engineering team to debug consumer-facing and backend issues and synthesize future-proof solutions

• Highly-technical expertise in Klaviyo, including API/custom webhooks, 3rd party integration and complex communication structures. This is non-negotiable.
• Experience with One Signal and customer engagement tools
• Experience with Loop (or other subscription software) a must
• Experience with Figma, Periscope, and Jira preferred

• A strategic, customer-centric leader who gets their hands dirty as the sole owner of the lifecycle program, using data and a deep understanding of the DTC landscape to build loyalty and foster a community around personalized health
• An expert in CRM and loyalty strategy, with a proven track record of designing and scaling programs that increase LTV and reduce churn.A data-driven thinker who is comfortable translating complex analytics into actionable, scalable retention programs and personalized communications
• You have a deep, hands-on understanding of the lifecycle tech stack + best practices and know how to leverage these tools to create seamless, automated customer experiences
• You have an entrepreneurial mindset, with the ability to innovate, test, and learn quickly in a fast-paced environment, using A/B testing and experimentation frameworks to optimize performance

We are an equal opportunity employer and do not discriminate based on race, color, religion, sex, national origin, age, disability, or any other legally protected status. We value diversity, equity, and inclusion, and are committed to creating a workplace that reflects these values.