Sr. Lifecycle Marketing Manager

The Role

As Pilot's Lifecycle Marketing Manager, you will be the architect of how, when, and what we communicate to customers across their entire journey with us. You will design and implement customer programs that drive engagement, education, advocacy, and expansion - maximizing customer lifetime value while deepening customer trust in Pilot.

You will collaborate with customer success, product, content, and operations teams to define critical moments in the customer journey and build strategies to proactively support, nurture, and expand our customer relationships. You'll help evaluate and optimize our customer lifecycle marketing systems - including identifying gaps in our tech stack (for example, CDPs or orchestration tools) and proposing solutions to close them - to ensure Pilot can deliver a seamless, personalized experience at scale.

This is a hybrid position with the expectation to work in the San Francisco or Nashville office on Monday, Tuesday, and Thursday.

Key Responsibilities

Build and own the c ustomer l ifecycle s trategy

• Map the full customer journey, identifying key inflection points where we can engage, educate, or expand our customers.
• Define and execute customer lifecycle programs that support onboarding, product adoption, expansion (cross-sell / upsell), retention, advocacy, and win-backs.
• Partner with product and operations teams to identify buying signals or key moments that indicate a customer may be ready for cross-sell, upsell, or added services - and build playbooks to capitalize on these opportunities.
• Develop customer education strategies in partnership with product, customer success, and marketing teams to help customers fully realize the value of Pilot's solutions.
• You'll manage Pilot's customer referral program, a significant revenue driver.

Drive p rogram e xecution and c ollaboration

Implement systems and t ooling

Champion AI and automation

Measure and o ptimiz e lifecycle marketing programs

About You

Nice to Have

About Pilot

Pilot launched in 2017 to bring the back office into the modern era. Pilot provides small businesses with dedicated finance experts - which Pilot hires as full-time, U.S.-based employees - who learn the ins-and-outs of their business. Pilot integrates directly with the billing, banking, expense, and payroll systems customers already use. With a special blend of custom software and expert bookkeepers, Pilot delivers accurate, consistent bookkeeping and financial management and tax services that give entrepreneurs the freedom to focus on their business.

Pilot has over 2,000 customers and has raised over $170 million in financing from Sequoia, Index Ventures, Stripe, Bezos Expeditions, and Whale Rock. Our investors also include a long list of world-class entrepreneurs, including Patrick and John Collison, Drew Houston, and Diane Greene. Our most recent funding round doubled our valuation to $1.2 billion - Meet Fintech's Newest Unicorn.

Why Pilot?

The base pay range target for the role seniority described in this job description is $106k - $172k in Nashville, TN. Final offer amounts depend on multiple factors such as candidate experience and expertise, geographic location, total compensation, and market data. In addition to cash pay, full-time regular positions are eligible for equity, 401(k), health benefits, and other benefits; some of these benefits may be available for part-time or temporary positions.

Pilot commits to provide a work environment free of discrimination and harassment, as well as equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. You may view all of Pilot's recruiting notices here, including our EEO policy, recruitment agency policy, recruitment scam notice, and important E-Verify information. You may view our job candidate privacy policy here.