Lifecycle Manager
Payability, United States
Job Description
We are on a mission to provide capital and payment solutions for sellers, suppliers and merchants; powered by automation, delivered friction-free.
Payability is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Company Overview:
Payability empowers eCommerce sellers with flexible funding and tailored cash flow solutions. Since our founding in 2015, we have helped thousands of eCommerce sellers scale their businesses by providing over $3.5 billion in funding to date. Payability is based in New York City and we are looking for talented people to join our dynamic team bringing friction-free financing and payment products to eCommerce businesses.
Position Overview:
Payability is looking for a Lifecycle Manager to own revenue and the end-to-end customer experience for cross-selling initiatives. This role will report to our VP of Product. We are looking for a proven track record of driving key business metrics. This is not a sales role, but there will be a high degree of collaboration with other teams, including sales, marketing and customer experience to plan and execute cross-channel projects in a data-driven manner.
The Lifecycle Manager will be responsible for identifying and executing strategic growth opportunities to support the growth of the Pamp;L. You will gain a strong command of the entire customer lifecycle - from customer adoption to fulfillment to retention to support the business reaching optimal growth. All the projects you will be working on have a direct impact on Payability’s growth.
This role will be responsible for developing workflows that advance product engagement, increase account growth and retention, and ensure active usage. Working collaboratively with other business owners, this role will help develop strategy, programs and products rooted in data. The right candidate will enjoy learning about our unique and growing business and proactively tackling any challenges of scaling new business initiatives in a fast-paced cross-functional environment.
Responsibilities:
- Manage the lifecycle marketing and customer onboarding programs for different customer segments to increase active usage, cross-sell, up-sell, retention, and minimize churn.
- Drive the firm’s engagement and lifecycle strategy which includes product activation, retention, and loyalty.
- Own messaging and product positioning for cross-selling initiatives.
- Execute and analyze A/B test plans to improve engagement performance and cross-selling conversion rates.
- Continuously test, learn and iterate on our lifecycle strategy and identify the best performing content and messages across audiences and stages.
- Define business cases and prioritize among competing initiatives to meet ROI goals. Set automation strategy and requirements for scalable processes to drive the core KPIs.
- Proactively partner with the Sales, Marketing, Product, and CX team to drive the cross selling initiatives across the entire customer lifecycle.
- Work with internal stakeholders, conduct UX research sessions, research competitive landscapes to generate new ideas that will allow for market disruption.
- Use analytics tools to make data-driven decisions and improve the analytics infrastructure as needed.
- Use reporting tools to highlight progress toward our stated lifecycle and cross-sell goals.
Requirements
- 5+ years of relevant business experience in a fast-paced, hyper-growth organization
- Strong empathy for customers and understanding of growth drivers in revenue business models
- Demonstrated experience planning and executing programs particularly adoption, cross-sell, and upsell and an understanding of engagement and marketing channels
- Exceptional project management, organizational and analytical skills, and a proven ability to drive complex projects with minimal oversight
- Strong data and analytical expertise, whether it pertains to financials, KPIs, or operations
- Proficient in AB testing, performance optimization, and all things relating to the growth of key product metrics.
- Creative problem-solver with excitement to work on cross-functional teams and projects
- Proven ability to influence and motivate internal teams towards a common goal. Excellent relationship management, interpersonal, and negotiating skills.
- Be highly self-motivated and driven to succeed in a fast-paced startup environment
- Fintech and/or ecommerce experience preferred but not required
- Be passionate about fintech, ecommerce and helping SMBs grow