Lifecycle Specialist, Digital Success & Expansion
About the role
Lifecycle Specialist, Digital Success & Expansion
As a Lifecycle Specialist on the Digital Success & Expansion team, you will help build and run the programs that keep Apollo’s unmanaged customers healthy and growing. You will turn strategy into execution by setting up journeys, launching campaigns, and making sure the right messages reach the right customers at the right time.
You will report to the Senior Manager, Digital Success & Expansion, and work primarily within the scope of that team. With high level guidance from your manager, you will own the details of execution and look for ways to improve how we work over time.
This role is a good fit for someone who enjoys building, shipping, and iterating customer success/lifecycle programs, and who wants to grow their craft toward owning larger customer journeys and projects in the future.
Responsibilities
- Build and launch lifecycle campaigns
- Implement Customer Journey campaigns in our engagement tools across email, in-app, SMS, and push.
- Configure segments, triggers, and workflows based on definitions from your manager and cross-functional partners.
- Own QA for your campaigns, including audience checks, testing, link and tracking validation, and monitoring for issues after launch.
- Operationalize the unmanaged customer journey
- Translate customer/lifecycle journey maps into concrete programs and assets, such as welcome flows, activation nudges, reactivation series, and expansion prompts.
- Maintain and update the catalog of live journeys, including documentation, naming conventions, and change logs.
- Monitor health signals and triggers
- Work with Data and Ops to make sure the right events and properties are flowing into lifecycle tools for targeting and reporting.
- Regularly review signal and trigger performance, such as log-in activity, credit usage, feature adoption, and seat changes, and flag issues or opportunities to your manager.
- Partner on content and playbooks
- Collaborate with Lifecycle Marketing, Support, GTME, and Sales to translate playbooks into lifecycle messages, templates, and sequences.
- Gather feedback from customer-facing teams on what is working and where there are gaps, and help prioritize improvements to our programs.