CRM Specialist

About the role

Level is seeking a hands-on Customer Lifecycle Manager to establish and manage our customer communication systems. This role involves full ownership of the CRM platform, including delivery logic and execution across various channels. You will ensure the right message reaches the right person at the right time.

Key facts

What you'll do

• Select, implement, and manage the CRM platform for all communication channels, including in-app, push, email, and SMS.
• Design the data architecture for audiences and contact fields, and oversee data synchronization between the product platform and CRM with engineering.
• Establish and maintain deliverability infrastructure, including sender domain authentication, IP warm-up, and monitoring.
• Manage compliance infrastructure for unsubscribes, preference centers, suppression lists, and opt-out audit trails for COPPA, CAN-SPAM, and GDPR.
• Create and manage weekly parent progress reports, newsletters, in-app messages, and activity-based outreach for retention and engagement.
• Develop sign-up confirmations and waitlist nurture sequences, integrating web forms with the platform.
• Handle CRM mechanics for beta waves and partner referral cohorts, including tagging.
• Implement programs for free-to-paid conversion, tier upsell, renewals, and save initiatives.
• Design lapse detection logic and multi-channel sequences to re-engage inactive families.
• Develop and maintain segmentation for students, parents, teachers, and prospects.
• Oversee the CRM aspects of parental consent flows for users under 13, including communications and platform configuration.
• Define content and cadence variations for different subscription tiers in collaboration with publishing.
• Manage CRM reporting on open rates, click-throughs, retention, conversion, and win-back metrics, providing insights to Publishing and Editorial.
• Conduct A/B tests on subject lines, send times, content, and flow logic to improve program performance.

Requirements

• At least 5 years of CRM experience developing multi-channel lifecycle programs with proven results in retention, engagement, and revenue.
• Practical experience owning a marketing automation or engagement communications platform at scale (e.g., Braze, Iterable, Customer.io), including implementation and product data integration.
• Extensive knowledge of audience segmentation, delivery logic, and lifecycle architecture for B2C audiences.
• Strong understanding of COPPA and compliance for child-directed communications.
• Comfortable working with behavioral data, funnel analytics, A/B testing, and performance reporting.
• Ability to collaborate effectively with Marketing, Editorial, and Engineering teams.
• Readiness to perform hands-on work in an evolving environment where platforms and processes are being built.

Nice to have

• Background in EdTech, consumer subscription products, or live-service gaming.
• Experience building CRM programs for multilingual or Spanish-language audiences.
• Familiarity with COPPA consent management platforms (e.g., k-ID, SuperAwesome).
• Experience scaling CRM programs across multiple subscription tiers.

Skills & tools

• CRM platform management (Braze, Iterable, Customer.io, or similar)
• Data architecture design
• Deliverability monitoring
• Compliance (COPPA, CAN-SPAM, GDPR)
• A/B testing
• Funnel analytics
• Audience segmentation

Practical notes

This is an on-site role in Austin.