Senior Customer Lifecycle Strategist

We’re looking for a Senior Customer Lifecycle Strategist who will own the strategy and execution to bring former MNTN customers back to the platform. Sitting within the Customer Success organization, this role partners cross-functionally with Customer Success, Engineering, and Marketing to identify churn patterns, develop reactivation programs, and deliver tailored outreach that drives returning business.

The ideal candidate is equal parts strategist and operator — someone who understands customer lifecycle management, can translate data insights into action, and knows how to build and test initiatives that improve customer retention and reactivation rates.

What you’ll do:

• Reactivation Strategy: Develop and own the roadmap for customer reactivation efforts — from segmentation and targeting to messaging and campaign execution.
• Data & Insights: Partner with the Engineering and Data teams to identify churn signals, patterns, and customer feedback that inform win-back strategies.
• Cross-Functional Collaboration: Work closely with Customer Success Managers to re-engage key accounts and build scalable processes for outreach and reactivation.
• Experimentation & Optimization: Design and test various approaches (e.g., email campaigns, platform incentives, feature-based outreach) to determine what drives reactivation.
• Feedback Loop: Build a consistent feedback mechanism between Customer Success and Product/Engineering to help address the root causes of churn.
• Reporting & Impact Measurement: Track and report on reactivation performance metrics, providing visibility into what’s working and where to iterate.

What you’ll bring:

• 4+ years of experience in Customer Success, Customer Retention, Growth, or a similar customer-facing role within SaaS, AdTech, or MarTech industries.
• Strong analytical skills with experience using CRM systems (Salesforce, HubSpot, etc.) and data visualization tools to derive actionable insights.
• Demonstrated ability to lead cross-functional initiatives and influence without authority.
• Experience with customer segmentation, lifecycle campaigns, and re-engagement workflows.
• Excellent communication and storytelling skills — able to translate data into compelling narratives.
• Comfortable working in a fast-paced, data-driven, and customer-centric environment.

Bonus Points:

• Experience working in AdTech or with performance-driven marketing platforms.
• Familiarity with churn analytics, predictive modeling, or customer health scoring.
• Passion for improving customer experiences and reimagining how we win back trust and engagement.