CRM Lead

About the role

You own the complete lifecycle strategy that keeps Harper indispensable to thousands of commercial customers after they sign. You translate complex customer behavior into precise, revenue-driving automation that prevents lapses and unlocks expansion. You operate at the intersection of data, marketing, and product, turning raw engagement signals into a systematic retention engine. You own the systems and campaigns that close revenue leaks across the entire customer journey. You report directly to the Head of Marketing and collaborate daily with growth and product to align lifecycle performance with business outcomes. Winning in the first six to twelve months means demonstrating a measurably healthier customer base and a repeatable CRM playbook that drives revenue. You are accountable for turning the CRM from a support function into a core revenue driver for the business.

Key facts

What you'll do

Own the full CRM strategy and design lifecycle programs that drive retention, upsell, cross-sell, and referrals across Harper's customer base.

Build and optimize automated, trigger-based, behavior-driven campaigns that reach customers at the exact moment they need the right message.

Find and close revenue leaks by auditing the customer journey for where policies lapse, engagement drops, or referrals stall.

Segment and personalize audiences by industry, policy type, lifecycle stage, and engagement signal to deliver relevance at scale.

Own referral and advocacy programs that transform satisfied customers into a scalable growth channel.

Drive measurable revenue outcomes by tying every program to retention, LTV, and revenue impact rather than vanity metrics.

Write and QA drip sequences, balancing strategic segmentation with meticulous execution and ongoing optimization.

Collaborate hand-in-hand with growth and product teams to align lifecycle initiatives with evolving product and business priorities.

Calibrate programs to what the business needs at each moment, blending operational discipline with data judgment and marketing instinct.

Be the invisible layer of the company that makes customers feel known and supported without seeing the machinery behind it.

Requirements

You have owned CRM end-to-end for a company with a large, active customer base, not merely managed a tool or executed predefined campaigns.

You think in revenue terms, measuring success through retention, expansion, referral, and reactivation, and you report on LTV and revenue, not open rates or click totals.

You have built segmentation strategies from scratch and can explain the logic, tradeoffs, and impact of every audience you create.

You are equally comfortable writing the brief for a drip sequence and pulling cohort data to evaluate its performance.

You have thrived in fast-moving environments where you prioritized ruthlessly and shipped quickly without sacrificing quality.

You believe the best CRM program feels invisible to the customer, delivering timely, relevant experiences that build trust.

You are based in San Francisco or are willing to relocate to the city to work on-site with the team.

You bring 5+ years of CRM or lifecycle marketing experience with direct ownership of retention and engagement outcomes.

You have hands-on experience building automated campaigns in at least one major CRM or marketing automation platform such as HubSpot, Salesforce Marketing Cloud, Klaviyo, Iterable, or Braze.

You have a proven track record of improving retention, reducing churn, or increasing LTV through lifecycle programs that move the business needle.

You communicate clearly and persuasively, translating complex data and strategy into actionable plans and narratives for cross-functional stakeholders.

You are comfortable working long days on-site with a high-performance team that expects consistent execution and thoughtful ownership.

You understand that Harper moves at a fast pace and that your role requires operational rigor, judgment, and the ability to balance multiple priorities under tight deadlines.

You are comfortable aligning your work with business outcomes in a growth-stage company where the CRM is central to revenue generation rather than a support operation.

Nice to have

Experience in commercial insurance, financial services, or other regulated industries where compliance and trust are critical.

Background building referral and advocacy programs that measurably contribute to new customer acquisition.

Familiarity with insurance product structures and lifecycle stages such as binding, underwriting, quoting, and renewal.

A track record of using data and experimentation to continuously refine segmentation and campaign performance.

Experience collaborating with product and engineering teams to integrate behavioral data into CRM workflows.

Practical notes

This role is on-site in San Francisco with long days and high standards for in-person collaboration.

The position is full-time and compensated with a salary range of $150,000-$190,000, plus performance bonus and equity.

Employees are eligible for Uber commuter benefits, daily meals, snacks and drinks, free gym membership, and health, dental, and vision insurance.

Relocation support is available for candidates who move to San Francisco to join the team.