Customer Lifecycle Operations Specialist

5 days ago

Vancouver, Canada Boomi Full time

**About Boomi and What Makes Us Special**

**How you'll make an impact**:
This role plays a vital part in shaping and optimizing the early stages of the customer journey—from first touch through early adoption—ensuring customers realize value quickly and consistently.

This role sits at the intersection of Customer Success and Marketing Operations. You'll be responsible for developing and refining internal workflows, systems, and engagement programs that drive measurable improvements in product usage and onboarding efficiency. If you're passionate about delivering impact behind the scenes and love building scalable systems that improve customer experience, this role is for you.

**What you'll do**:

- 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

**The Experience You Bring**:

- 8+ years of related experience working with the customer journey, product engagement metrics, and user behavior analytics
- Experience supporting Product-Led Growth (PLG) strategies or digital customer engagement models
- Enthusiasm for process improvement, automation, and internal enablement
- 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

**Bonus Points If You Have**:

- Bachelor's Degree in a related field

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**Be Bold. Be You. Be Boomi.** We take pride in our culture and core values and are committed to being a place where everyone can be their true, authentic self. Our team members are our most valuable resources, and we look for and encourage diversity in backgrounds, thoughts, life experiences, knowledge, and capabilities.

All employment decisions are based on business needs, job requirements, and individual qualifications.

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