Lifecycle Marketing Strategist, App Engagement

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We're growing fast, and we're looking for exceptional people to join us on this incredible journey. Check out our culture guide to learn more about what it's like to work at Bench and read more about our business here

**What does the Lifecycle Marketing team look like?**

**Who you are**:
You are a Lifecycle Marketing Strategist with an insatiable curiosity for identifying the ideal client experience and fluent with the best practices in designing lead to customer journeys and in-app customer experiences. In this role your main goal will be to architect value-building experiences in-app that result in beneficial outcomes for our customers. You will be responsible for augmenting the in-product experience with highly contextual and automated comms that inspire customers to take action in the parts of the product that matter most.

**How you show up**:

- You are a self-starter - you're comfortable navigating ambiguity and will identify what needs to be done before others ask. You'll also be thinking 10 steps ahead at all times, and will know how to prioritize your work in real time.
- You understand the power of putting a clear strategy in place and then ensuring the right tools and creative are used to bring it to life.
- You're passionate about our customers - small business owners: you'll deeply understand our clients, partners and prospects, and you'll infuse your knowledge into the minds and plans of all teams at Bench.
- You're a strategic thinker who's able to see the big picture, and are also the first to roll up your sleeves to get the job done.
- Think systematically: You can effectively conceptualize and problem solve in a complex system of customers, bookkeepers, and our technology stack. You are energized by challenging problems, and are persistent/resourceful in your efforts to solve them
- You are highly motivated and comfortable with change and ambiguity. You are also a team-player ready to pitch-in wherever you are needed most

**What you'll get up to**:

- Manage the daily operations, communications, and automations of the in-app marketing channel
- Design, outline, implement, and evolve a best-practice informed strategy to improve the success of the in-app customer journey and increase revenue expansion
- Audit, design, and implement in-app content and messages to increase activation, reduce time to value, drive feature adoption, boost user retention, and communicate with customers using our product
- Review in-app data to reveal where new customers drop off during onboarding, where they experience friction in the User Interface, and what features they have trouble finding or figuring out and adapt your in-app messaging strategy to save them
- Lead the design and implementation of in-app questionnaires, customer feedback forms, and surveys - including Net Promoter Score (NPS) surveys to collect data on what our ideal customers want and need
- Own Bench's short and long term customer satisfaction metrics (NPS + CSAT), amplify our customers' voices, and proactively share customer feedback, insights, and trends across Bench
- Build and share reports that track the performance of customer lifecycle journeys and use data driven insights to optimize key systems and processes within our Lifecycle Marketing strategy
- Partner with teams across the organization like Product Marketing, Product, Revenue Expansion, Growth, Client Success, and Operations, to ensure your strategies account for existing priorities, new product enhancements, and launches (no matter how small they are)
- Rally internal partners around your strategy, execute fast, and measure the success of your work to ensure you're always iterating and improving the customer experience.

**What you'll need**:

- Minimum 3-5 years in customer marketing, lifecycle marketing or product marketing
- Direct experience with marketing automation platforms (Marketo, HubSpot, Pardot, or similar), and in-app communications tools (Appcues, Pendo, Gainsight PX, or similar)
- A deep curiosity and understanding about our customers and their mindsets.
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