Director, Customer Lifecycle Marketing

About the role

The Director of Customer Lifecycle Marketing is the front-line owner of marketing's contribution to Net Revenue Retention (NRR) at FareHarbor. This role owns the end-to-end strategy, systems, and execution that drive client engagement, product adoption, retention, expansion, and advocacy across the entire client lifecycle. You will transform lifecycle marketing into a strategic growth engine that strengthens relationships, increases platform adoption, creates expansion opportunities, and reinforces FareHarbor's position as the long-term platform of choice for operators around the world. You will define how FareHarbor engages clients from onboarding and activation through renewal, expansion, and advocacy, working closely with Account Management, Creative, Sales, Onboarding, Product Marketing, Growth Marketing, Community, Partnerships, and Revenue Operations. This position requires a systems thinker who connects client insights, segmentation, automation, content, and cross-functional collaboration into a unified lifecycle strategy that delivers measurable impact on client growth outcomes. You will guide the organization beyond one-size-fits-all communications toward highly targeted, personalized experiences that reflect the unique needs of the experiences industry.

Key facts

What you'll do

Lead the development, execution, and measurement of lifecycle marketing programs that support client retention, expansion, and advocacy across the full client journey.

Partner with Account Management to translate account health insights into targeted marketing plays that strengthen renewal and expansion outcomes.

Architect and own the lifecycle automation framework, including email, in-app, and notification cadences tailored to distinct client segments and behaviors.

Collaborate with Product Marketing to translate product updates and roadmap priorities into timely, value-driven lifecycle campaigns.

Work with Creative to develop scalable content and messaging frameworks that resonate across the client lifecycle and align with brand standards.

Coordinate with Sales to ensure marketing supports handoffs, re-engagement, and expansion opportunities for at-risk or high-growth accounts.

Leverage data and experimentation to continuously optimize lifecycle journeys, messaging, and timing for improved engagement and retention.

Drive alignment with Revenue Operations to ensure lifecycle programs integrate seamlessly with CRM, billing, and analytics systems.

Champion client voice programs by synthesizing feedback, insights, and success stories into actionable marketing strategies.

Own the governance and performance reporting for lifecycle programs, including KPIs such as retention rate, expansion revenue, and engagement metrics.

Collaborate with Community and Partnerships to co-create programs that deepen client relationships and expand platform adoption.

Support the development of tools and playbooks that enable account teams to operationalize lifecycle strategies in their outreach.

Champion accessibility and best practices in marketing technology to ensure lifecycle programs are scalable, compliant, and maintain data integrity.

Act as a subject matter expert for cross-functional teams, providing guidance on lifecycle strategy and best practices.

Champion innovation by exploring new channels, formats, and approaches to lifecycle engagement in the travel and experiences sector.

Requirements

Demonstrated experience owning lifecycle or retention marketing programs in a B2B SaaS or subscription environment.

Strong understanding of client journey mapping, segmentation, and behavioral targeting across digital channels.

Proven ability to work with marketing automation platforms, CRM systems, and data tools to execute and measure lifecycle programs.

Exceptional collaboration skills with cross-functional teams including Sales, Product, Creative, and Customer Success.

Excellent written and verbal communication skills, with the ability to translate complex concepts into clear, actionable strategies.

Strong analytical mindset with comfort interpreting data, running experiments, and using insights to drive decision-making.

Deep commitment to client-centricity and building strategies that reflect the needs of diverse experiences businesses.

Ability to manage multiple priorities in a fast-paced, growing organization while maintaining attention to detail and quality.

Nice to have

Experience in the travel, hospitality, or experiences industry is preferred.

Background in booking platforms, activity management, or reservation systems is a strong advantage.

Familiarity with FareHarbor products and integrations is beneficial but not required.

Practical notes

This is a full-time position based in Denver, Colorado, USA.

Standard U.S. visa sponsorship considerations apply where eligible.

Relocation support may be available for qualified candidates.

The compensation range is indicative and subject to internal equity and individual negotiation.

Finalists should be prepared to complete relevant assessments as part of the hiring process.