Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. We're building a world-class Customer Marketing team that creates meaningful connections with the restaurant and retail operators we serve.
We are seeking a Senior Manager, Lifecycle Marketing to build, run and optimize the lifecycle programs that drive customer engagement, adoption, retention, expansion and cross-sell growth. Reporting to the Director, Lifecycle Marketing, this leader will turn lifecycle strategy into live, automated customer journeys and own their day-to-day performance.
The ideal candidate is a hands-on lifecycle marketer with strong marketing automation skills and a track record of launching personalized, behavior-based journeys that move business metrics. They are comfortable building in Marketo, analyzing results; they are eager to apply AI, automation and predictive signals to make lifecycle programs more efficient, more relevant and more effective at driving cross-sell.
A day in the life (Responsibilities):
Lifecycle Journey Management
- Build and manage lifecycle programs across conversion, onboarding, activation, adoption, retention, renewal support and cross-sell, within the strategy set by the Director.
- Design customer journeys that align messaging, offers, channels and timing to customer needs and business priorities.
- Translate key lifecycle moments and customer signals into triggers, segments and journey logic.
- Launch segmented, behavior-based programs that improve engagement, product usage, retention and revenue growth.
- Work with Product Marketing, Customer Success, Sales, Revenue Operations and Analytics to plan, launch and measure programs.
Cross-Sell Programs
- Run lifecycle-driven cross-sell programs end to end, including audience selection, journey build, campaign execution, testing and performance optimization.
- Build cross-sell audiences and journeys using customer behavior, product usage, firmographic data, lifecycle stage and propensity signals.
- Coordinate with Sales and Customer Success on cross-sell handoff points, enablement materials and follow-up processes.
- Execute integrated campaigns that support both self-serve and sales-assisted expansion motions.
- Track and report cross-sell impact on pipeline, bookings, conversion, attach rate, engagement and incremental revenue.
AI-Enabled Lifecycle Marketing
- Implement AI-powered workflows, automation and personalization across lifecycle programs.
- Pilot and scale AI use cases in campaign build, segmentation, content creation, journey orchestration and testing.
- Apply predictive analytics and customer signals to personalize messaging, channel selection, product recommendations and cross-sell offers.
- Work with Global Analytics, Product and Marketing Operations to put propensity scores, next-best-action logic and automated insights into live journeys.
Optimization
- Maintain lifecycle dashboards and reporting tied to engagement, adoption, retention, expansion and revenue.
- Run the test-and-learn roadmap across journey design, messaging, segmentation, channel mix, timing, personalization and offers.
- Analyze campaign and journey performance and act on opportunities to optimize and scale.
- Share lifecycle insights and recommendations with marketing, product, sales and customer success teams.
What you’ll need to thrive (Requirements):
- 10+ years of experience in lifecycle marketing, customer marketing, growth marketing, CRM marketing, marketing automation or related roles.
- 2+ years of experience managing people or leading lifecycle, CRM or marketing automation programs.
- Hands-on experience running cross-sell, expansion, upsell or customer growth programs with measurable results.
- Strong technical skills in marketing automation, journey orchestration, segmentation, campaign operations and personalization.
- Advanced, hands-on proficiency in Marketo or a similar platform.
- Experience building complex automated journeys using behavioral triggers, customer attributes, lifecycle stages, scoring, suppression logic and dynamic content.
- Solid understanding of customer lifecycle management, retention, adoption, engagement, renewal support and expansion motions.
- Experience using data to build audiences, measure performance and optimize campaigns.
- Familiarity with CRM, CDP, product analytics, web analytics and data warehouse environments such as Salesforce, Snowflake, BigQuery or similar.
- Experience applying AI, predictive analytics, personalization or experimentation in marketing programs.
Preferred Qualifications:
- Experience in B2B SaaS, technology, or fintech
- Experience supporting product-led, sales-led or hybrid go-to-market motions.
- Knowledge of customer segmentation, propensity modeling, lead scoring, product usage signals, customer health scoring and revenue attribution.
- Experience with AI-enabled marketing tools, generative AI workflows, decisioning engines or predictive recommendation models.
- Working knowledge of SQL, no-code data tools or modern data stack concepts.
- Strong understanding of privacy, consent, deliverability and compliance requirements for customer communications.
- Bachelor's degree in marketing, business, analytics or a related field, or equivalent practical experience.
AI at Toast
At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.
Our Total Rewards Philosophy
We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.
The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits.
How Toast Uses AI in its Hiring Process
Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. We ask that you complete interviews and assessments on your own, without real-time AI tools, recording, or transcription bots, unless we tell you otherwise in advance. To learn more: https://careers.toasttab.com/ai-in-hiring
Our Approach to Hybrid Working
We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast
People Are the Secret Ingredient in Our Recipe for Success
At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry brings together people with a wide range of backgrounds, experiences, and perspectives, and we value that same breadth at Toast. We strive to build a culture grounded in authenticity, respect, and humility, where every Toaster has a real opportunity to grow, contribute, and do their best work—raising the bar in delivering exceptional experiences for our customers and each other.
Apply today!
Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [email protected].
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For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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