Senior Manager, Lifecycle Marketing

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, e