What you can expect

Zoom Online Business seeks a Lifecycle CRM & Marketing Sr. Manager to drive customer engagement, retention, and growth through a unified CRM and lifecycle strategy. This role merges CRM strategy, lifecycle marketing, automation, and data-driven personalization to enhance customer interactions across various channels. The ideal professional has expertise in CRM and lifecycle marketing, designing scalable engagement programs via email, SMS, push notifications, in-app messaging, and product experiences. Collaboration with Product, Technology, and Data teams is essential to align objectives with impactful CRM initiatives. This role also focuses on advancing tools and capabilities to deliver personalized, data-driven customer experiences.

About the Team

The Online Marketing and Retention team owns the end-to-end customer lifecycle for Zoom’s self-serve and ecommerce motions. We partner closely with Product, Data Science, Analytics, Ecommerce, and Finance to drive scalable growth across activation, expansion, retention, and resubscription grounded in product signals, experimentation, and strong measurement.

Responsibilities

• Owning and evolving the end-to-end lifecycle CRM roadmap, identifying opportunities to optimize engagement, automation, and segmentation across the full customer journey

• Designing and launching full-funnel lifecycle programs across email, SMS, push, in-app, and in-product channels, applying advanced personalization and cross-channel orchestration

• Partnering with Product, Data Science, Finance, and Growth teams to translate business objectives into lifecycle strategies that deliver measurable activation, retention, and customer growth

• Leading experimentation and continuous optimization through A/B testing and cohort analysis, turning behavioral signals into improved engagement and retention outcomes

• Advancing the marketing technology ecosystem — ensuring CRM, CDP, and automation tools operate seamlessly to enable scalable, insight-driven lifecycle marketing

What we’re looking for

• Bring 13+ years of experience in CRM, lifecycle marketing, or customer engagement strategy, with demonstrated outcomes in activation, retention, or growth.

• Design and execute end-to-end cross-channel lifecycle programs (email, SMS, push, in-app, in- product) using advanced segmentation, personalization, and automation.

• Leverage CRM and marketing automation tools (e.g., Salesforce Marketing Cloud, Braze, HubSpot) and Customer Data Platforms (e.g., Data Cloud, Hightouch) to develop lifecycle programs.

• Apply knowledge of data privacy and compliance frameworks (GDPR, CAN-SPAM, CCPA/CPRA), including consent management and privacy-first marketing practices.

• Translate lifecycle data and behavioral signals into actionable programs with measurable impact on engagement, retention, and business growth.

• Influence and align cross-functional stakeholders — including Product, Finance, and Data teams — to deliver integrated lifecycle outcomes.

• Draw on experience in SaaS, subscription, or product-led growth environments, using product usage signals to inform and enhance lifecycle strategy.

• Demonstrate familiarity with global lifecycle program scaling, including mobile channel optimization and multi-market execution.

Salary Range or On Target Earnings:

Minimum:

Maximum:

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure;  there may be a different range for candidates in this and other locations

At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!

Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.

About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment​

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.