CRM Manager B2B

Job Description

What you’ll do

Own the customer lifecycle

• Design and optimize lifecycle journeys across onboarding, activation, engagement, retention, expansion and win-back
• Build automated workflows triggered by customer behavior and product usage
• Create personalized communication programs based on lifecycle stage, engagement and account signals
• Improve customer adoption and long-term product usage
  

Drive retention and expansion

• Identify churn risks and build retention programs
• Develop upsell and cross-sell campaigns based on product engagement signals
• Partner with Customer Success and Support teams to identify key customer moments and automation opportunities
• Improve customer health and long-term value
  

Work closely with Product and Data teams

• Translate product events and customer behavior into CRM triggers
• Define segmentation strategies based on usage patterns based on NPS
• Collaborate with Product Managers and Data teams to identify growth opportunities
• Build dashboards and monitor lifecycle performance
  

Experiment and optimize

• Run A/B tests on messaging, timing, channels and workflows
• Analyze lifecycle metrics and user cohorts
• Continuously improve CRM performance through a test-and-learn approach
  

What we’re looking for

Must-have

• 4+ years of experience in CRM, Lifecycle Marketing or Product CRM
• Strong experience in a B2B SaaS environment
• Proven ownership of customer lifecycle programs from onboarding to retention and expansion
• Experience building behavior-triggered automations and customer journeys
• Strong analytical mindset and data-driven decision making
• Experience working closely with Product, Customer Success and Data teams
• Fluent English and French
  

Nice-to-have

• Experience with subscription-based products
• Experience in telecom, SaaS, productivity or mobile applications
• Knowledge of customer health scoring and churn prediction models

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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