Customer Lifecycle Marketing and Communications Lead

at  ServiceTitan Software Canada ULC

READY TO BE A TITAN?

We’re seeking a strategic thinker with a technical edge. This role is pivotal in shaping customer communication strategies, managing lifecycle communications, and optimizing data infrastructure to enhance the customer experience.
This position also requires a proactive leader who can manage critical customer communications during outages or service disruptions and work closely with the Customer Marketing Lead to align efforts and drive shared goals.

WHAT YOU’LL DO:

• Define and maintain clean, scalable customer data infrastructure to support targeted marketing campaigns and effective communication.
• Partner with product and engineering teams to ensure accurate and seamless data pathways for real-time customer communication.
• Oversee database tools and systems, enabling efficient segmentation and reporting to support strategic initiatives.
• Design and implement data-driven lifecycle communications that drive engagement, retention, and long-term customer success.
• Collaborate with the product team to align communication strategies with feature rollouts and updates.
• Continuously optimize customer journeys and marketing automation strategies based on performance metrics and customer insights.
• Lead the development and execution of communication plans during service outages or disruptions, ensuring timely and clear updates to customers.
• Act as the key point of contact for cross-departmental coordination during critical events, ensuring alignment and consistency in messaging.
• Partner with internal teams to refine outage communication processes and improve response times.
• Work closely with the Customer Marketing Lead to ensure alignment of strategies, resources, and messaging across campaigns.
• Partner with cross-functional teams, including product, engineering, and customer success, to deliver a seamless customer experience.
• Lead by example, fostering collaboration and driving innovative solutions to complex challenges.
• Craft and deliver messaging that simplifies technical updates and service information into clear, actionable communications for diverse audiences.
• Maintain brand voice and tone while delivering consistent and engaging customer-facing content.
• Analyze and share communication performance metrics to inform future strategies and improve engagement.

When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision for you and your dependents, RSP match, and 24/7 virtual healthcare.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, financial planning tools, and more