Customer Lifecycle Automation Manager @CXT Software

Do you enjoy building systems that scale customer engagement, reduce manual work, and turn data into action? Are you motivated by creating structured, automated customer journeys that drive retention and expansion without requiring human intervention? Do you thrive in ambiguous environments where you can define lifecycle programs, triggers, and automation logic from the ground up? CXT Software provides the technology backbone for delivery processes, empowering courier, route delivery, and healthcare companies to maximize operational potential. Our solutions streamline business functions, freeing time and resources for exceptional service delivery. Every day, we help countless businesses optimize their delivery operations and drive success. We're scaling our Account Management function into a disciplined, data-driven revenue engine. While our Account Managers focus on high-value customer relationships, a significant portion of our customer base requires a scaled, automated approach. This role is responsible for building that system. As our Customer Lifecycle Automation Manager, you will design and operate lifecycle automation programs across onboarding, adoption, renewal, and expansion, ensuring customers receive consistent value while reducing manual effort across the team. You will own the scaled customer engagement model for our Tier 3–4 customers, where automation replaces manual account management. You'll build customer health scoring frameworks, define trigger-based signals for identifying churn risk and expansion opportunities, and partner with Product and Engineering to integrate product usage data into lifecycle programs. If you enjoy building systems and workflows more than managing individual accounts, think in terms of scale and automation, and are energized by improving efficiency and eliminating manual work, this is the role for you. Resposnibilities *Design and implement lifecycle programs across onboarding, adoption, renewal, and churn risk *Build automated workflows triggered by customer behavior, product usage, and CRM data *Develop and maintain customer health scoring frameworks using product, CRM, and support data *Define and implement trigger-based signals for churn risk, expansion opportunities, and product adoption gaps *Own the engagement model for low-ARR customers (Tier 3–4) through automation, reducing reliance on manual outreach *Build self-service programs, including training and onboarding content, product adoption campaigns, and renewal reminders *Own lifecycle automation within HubSpot and related systems; ensure CRM is the system of record for customer engagement and lifecycle tracking *Partner with Product and Engineering to integrate product usage data into lifecycle programs *Collaborate cross-functionally with Account Management, Support, and Services to align automation with account strategy and improve customer outcomes *Track and report on adoption rates, retention, and churn trends (especially Tier 3–4 NRR), and engagement with lifecycle programs; deliver monthly reporting and insights Requirements *5–7+ years in Customer Success Operations, Lifecycle Marketing, RevOps, or Customer Growth roles *Experience using AI to design or operate customer lifecycle workflows *Proven experience designing and implementing lifecycle automation programs from scratch (not just executing campaigns) *Experience working in SaaS or recurring revenue environments *Experience supporting a scaled customer base (250+ customers across multiple tiers) *Strong systems thinking and ability to design scalable workflows *Deep understanding of the customer lifecycle (onboarding → adoption → renewal → expansion) *Ability to translate customer data into actionable automation programs *Strong analytical and problem-solving skills *Ability to work cross-functionally and influence stakeholders *Hands-on experience with CRM and automation platforms (HubSpot, Salesforce) *Experience with product analytics tools (e.g., Pendo