Customer Lifecycle Operations Specialist

8+ years of related experience
Familiarity with customer journey, product engagement metrics, and user behavior analytics
Experience supporting Product-Led Growth (PLG) strategies or digital customer engagement models
Proven ability to design, build, and optimize internal customer programs and operational processes
Experience working with Pendo, Gainsight, and Salesforce
Strong analytical mindset with the ability to translate insights into operational improvements

Design and optimize early lifecycle processes: Build scalable workflows and lifecycle programs that streamline onboarding and improve time-to-value
Drive product adoption initiatives: Use data-driven insights to identify points of friction and implement interventions that promote healthy usage patterns
Operationalize engagement strategies: Create and refine internal frameworks, playbooks, and automation rules that support in-product and out-of-product onboarding experiences
Leverage leading platforms: Build and manage engagement and tracking systems using tools like Pendo, Gainsight, and Salesforce
Collaborate cross-functionally: Work closely with Customer Success, Product, and other Marketing teams to align lifecycle programs with business goals and user needs
Continuously improve and iterate: Use a test-and-learn approach to refine lifecycle touchpoints, content delivery, and engagement cadences