Customer Lifecycle Manager

As a Customer Lifecycle Manager at Influ2, you'll be responsible for developing relationship mapping to track engagement with key stakeholders in customer accounts. You'll create targeted programs focused on onboarding, retention, and advocacy to enhance customer success, while also balancing high-touch engagement with scalable initiatives. This role involves optimizing customer insights, collaborating across teams, and executing advocacy campaigns.

To be successful as a Customer Lifecycle Manager at Influ2, you should have at least 3 years of experience in marketing, particularly in a B2B or tech environment. Experience with customer communities, stakeholder management, and analytical tools is essential. Familiarity with platforms like HubSpot and Salesforce is a strong plus, enhancing your ability to track and optimize customer engagement efforts.

Influ2 is committed to ensuring a healthy work-life balance for the Customer Lifecycle Manager and all employees by offering flexible remote work options and an unlimited vacation policy. This allows you to manage your schedule in a way that suits both your personal and professional commitments, ultimately supporting your overall well-being.

A Customer Lifecycle Manager at Influ2 can drive significant impact by creating effective engagement strategies that deepen customer relationships and foster advocacy. By focusing on customer success and leveraging data-driven insights, you'll not only help enhance customer retention but also contribute to the company’s growth and overall customer satisfaction.

Influ2 prides itself on a collaborative and innovative culture, offering a flat organizational structure that empowers employees. The focus on diversity and inclusion ensures that everyone’s voice is valued and respected, creating a supportive environment for the Customer Lifecycle Manager to thrive and make their mark in the organization.

To improve customer onboarding, I would invest time in understanding the specific needs and expectations of our customers. I would design a tailored onboarding journey that includes educational resources, check-in calls, and follow-ups to ensure customers feel supported from the start, ultimately leading to higher retention.

I prioritize tasks based on customer needs and potential impact. I use a combination of customer segmentation, analyzing engagement data, and ongoing communication to effectively manage my time, ensuring that I focus on high-value relationships while not neglecting other accounts.

In my previous role, I developed a customer advocacy program that featured success stories from top users. We created a case study video series, showcasing their results. By celebrating their achievements through webinars and social media, we not only strengthened our relationships but also attracted new customers.

Key metrics for assessing customer engagement include Net Promoter Score (NPS), customer retention rate, usage frequency, and engagement with specific campaigns. Using these metrics allows me to adapt strategies effectively and focus on areas needing improvement.

Building rapport with stakeholders requires open communication and understanding their goals. By actively listening, sharing insights, and collaborating on projects, I aim to foster trust and create a unified approach to enhance the overall customer experience.

I utilize tools like HubSpot and Salesforce to track customer interactions and analyze engagement data. This involves setting up dashboards to monitor customer journeys and assess the effectiveness of campaigns, allowing for informed decision-making.

Creating a multi-channel engagement strategy involves understanding where our customers are most active. I would identify key channels, such as email, social media, and webinars, and tailor targeted messages for each platform to ensure consistent engagement while maximizing reach.

I once worked with a customer who was unhappy due to delayed support. After acknowledging their concerns, I dedicated time to personally resolve their issues and provided regular updates. After we turned their experience around, they became one of our strongest advocates, sharing positive feedback in public forums.

I ensure programs resonate with diverse customer needs by conducting thorough research and segmentation. By understanding cultural differences and individual preferences, I tailor initiatives accordingly and seek feedback actively to adapt and enhance our approach.

Successful customer retention hinges on exceptional customer service, ongoing communication, and a continuous commitment to delivering value. Regularly collecting feedback and iterating on our offerings based on insights ensures that customers remain engaged and satisfied.