The Challenge
Ramp is a fintech platform built for modern finance teams. You'll own the entire retention and lifecycle strategy—building the playbooks, data infrastructure, and campaigns that keep customers engaged and reduce churn.
Your Mission
Map current customer journey and identify top 3 churn drivers; build diagnostic dashboard tracking NPS, usage cohorts, and retention curves by segment
Design and launch first automated lifecycle campaign (onboarding, at-risk, winback) using existing CRM tooling; target 15%+ engagement lift
Audit and optimize email cadence across all customer touchpoints; reduce unsubscribe rate by 20% while maintaining open rates
Build monthly retention scorecard with cohort analysis; present findings to leadership with 2-3 actionable recommendations
Increase 12-month net retention rate by 5-8 percentage points through segmented engagement and upsell campaigns
Launch customer health scoring model that predicts churn risk with 80%+ accuracy; integrate into sales and CS workflows
Establish lifecycle center of excellence: document all campaigns, playbooks, and best practices; train CS team on execution
Drive 3+ product feedback loops from lifecycle data back to product team; influence at least one feature release or improvement
KPIs You'll Own
Net Retention Rate (NRR)
Track monthly and annual NRR; target 110%+ as north star for expansion revenue and churn reduction.
Churn Rate (by cohort & segment)
Measure monthly and annual churn by customer segment, product usage tier, and cohort to identify trends and intervention points.
Lifecycle Email Engagement
Monitor open rates, click rates, and conversion rates by campaign type; benchmark against SaaS/Fintech standards.
Customer Health Score Adoption
Once built, track % of CS team using health score in weekly reviews and deal qualification; target 90%+ adoption.
Expansion Revenue from Lifecycle
Measure ARR or MRR driven by lifecycle upsell and cross-sell campaigns; attribute revenue back to specific playbooks.
Tools & Stack
Your Team
Your Manager
Head of Customer Success or VP Marketing (to be confirmed)
Current Team
Embedded within CS and marketing; likely 2-3 cross-functional stakeholders
New role; backfill for scaled lifecycle function
The Package
Salary
$95K-$130K base
Remote
Hybrid | NYC-based (3 days/week office expected)
Benefits & Perks
Company Intelligence
Ramp is a fintech platform helping finance teams automate expense management, accounting, and reporting. Built for mid-market and enterprise customers, Ramp focuses on reducing manual work and improving financial visibility. The company is growing fast in a competitive space; retention is a key lever for sustainable growth.
Team Size
201-500
Is This Role For You?
- You've owned retention, lifecycle, or CRM strategy at a B2B SaaS or fintech company; you know how to balance art and science
- You're comfortable with SQL, data analysis, and building dashboards; you don't wait for analytics to answer questions
- You've launched email campaigns, webinars, or nurture sequences and obsessed over the metrics that matter
- You thrive in cross-functional environments; you can influence product, sales, and CS without formal authority
- You need a fully remote setup; this is a hybrid NYC role with office expectations
- You're more tactical executor than strategic builder; you need a manager to tell you what to do
- You haven't worked with real CRM or marketing automation data; spreadsheets and instinct won't cut it here
Interview Process
Screening call with Recruiter
15-20 min; background, motivation, logistics
Hiring manager deep dive
45 min; walk through past retention projects, metrics, and cross-functional collaboration
Case study / take-home
Design a lifecycle strategy for a specific customer segment or churn scenario; 2-3 hours
Cross-functional panel (CS, Product, Marketing)
1 hour; test alignment, problem-solving, and communication with key stakeholders
Final conversation with leadership
30 min; vision, expectations, and offer conversation
Interested in this role?
Apply now and hear back within days, not weeks.
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About CRM & Lifecycle Roles
CRM & lifecycle marketers own the post-acquisition journey. They design onboarding sequences, retention campaigns, win-back flows, and loyalty programs that maximize customer lifetime value.