Head of Lifecycle Marketing and Education

Miro Group
About the Role

This role will drive strategic vision and hands-on execution for customer activation, onboarding, adoption, engagement, renewal support, and expansion across Miro’s tiered customer segments (User, Team Lead, Team, Organization). This leadership role owns the complete roadmap and strategic approach for delivering on goals across Lifecycle & Education Marketing functions.

As both strategic architect and execution leader, you will be accountable for building and scaling enablement and lifecycle management programs through specialized teams while maintaining direct oversight of tactical implementation. You will deliver exceptional digital-first, scaled, experiences for Miro’s user and customer base via automation, educational content, and data-driven engagement strategies.

Key Accountabilities

Strategic Leadership & Roadmap Ownership

• Own and drive the comprehensive roadmap and strategic approach for Lifecycle & Education Marketing
• Define long-term vision while maintaining hands-on involvement in execution planning and delivery
• Ensure strategic initiatives translate into measurable business outcomes across all customer segments

Function Performance & Team Management

• Full accountability for the performance and results of the Lifecycle & Education Marketing function
• Actively guide and develop team managers to optimize their tactical execution plans
• Provide hands-on leadership in critical initiatives while empowering team managers to drive day-to-day operations
• Establish performance metrics and ensure consistent delivery against strategic objectives through effective team oversight

What you’ll do

Strategic Leadership & Team Management

• Marketing Leadership Team: Serve as key member contributing to marketing strategy and go-to-market planning on the Marketing Leadership team
• Cross-functional Collaboration: Partner extensively with Customer Success, Sales, Campaigns, Digital teams, and Product via release practices for seamless integration of customer experience initiatives
• Technology Innovation: Champion adoption of automation and personalization technologies for meaningful engagements and intelligent triggers
• Senior Leadership Team Management: Lead three functions: Database Health & Omni-Channel Lifecycle Nurture, Customer Journey Strategy & Content, and Customer Channel Management & Optimization

Database Health & Lifecycle Nurture Team

• Customer data quality, segmentation analytics, and AI-driven lifecycle campaigns
• Channel analytics, A/B testing, and omnichannel experience optimization
• Database hygiene, behavioral tracking, and real-time engagement automation
• Personalized onboarding sequences and intelligent nurture tracks
• Digital channel strategy and engagement platform management with automation/personalization focus
• Advanced email automation, in-app messaging, and personalized outreach triggers based on health scoring models, risk identification, and predictive analytics supporting Sales/Customer Success retention and renewal strategies
• Customer journey mapping, content strategy, and educational program creation
• Academy program development, help center optimization, and scaled learning initiatives
  • Futures: Utilize learning content to source training data showing how humans work through complex problems with focused, logical data sets for AI/ML applications
  • Includes how to’s, custom and/or broad base webinars, and certification programs
  • Aligns delivery based on Marketing Campaign strategy and Digital team execution for consistent messaging and coordinated timing

Customer Lifecycle Excellence

• Onboarding: Scalable programs reducing time-to-value across investment tiers (first 90 day focus)
• Adoption & Engagement: Health monitoring and engagement frameworks driving MAU (creator and capabilities) growth
• Renewal Support: Support Sales/Customer Success/Renewal strategies through trigger-based notifications and automated alerts
• Expansion: Data-driven identification of upsell/cross-sell opportunities and investment tier progression (PQA and new product upgrades)
• Digital Coverage: 100% digital coverage with personalized experiences at scale

Tiered Customer Architecture

• Architect differentiated programs across investment levels (User, Team Lead, Team, Organization across Miro investment levels)
• Scalable engagement models through intelligent automation and AI-driven personalization
• Sophisticated journey mapping with automated triggers and measurable outcomes per tier
• Product Qualified Account development through behavioral analytics and targeted interventions

What you’ll need

Leadership & Experience

• 7-10 years Customer Experience/Success/Marketing experience with 3-5 years leading teams (15+ members)
• Proven track record building scalable programs serving 1,000+ accounts
• SaaS/subscription experience with database, content, and channel team leadership
• Cross-functional coordination experience within marketing or customer success organizations

Technical & Strategic Expertise

• Platform Proficiencies: Customer Success platforms, marketing automation, BI tools (Gainsight, HubSpot, Marketo, Looker, etc)
• Automation Leadership: AI-driven personalization engines, ML-powered triggers, intelligent orchestration
• Training Data Analytics: Experience structuring learning content for high-quality training data capturing human problem-solving methodologies
• Data-driven decision making: Strong predictive modeling, segmentation, and automated decision-making capabilities
• Strategic vision aligning customer experience with marketing and customer success objectives
• Cross-functional integration skills with Customer Success, Sales, Marketing Campaigns, Digital teams, and Product practices
• Senior leadership communication for C-level audiences and external representation
• Operational excellence driving complex initiatives across marketing functions

What’s in it for you

• Competitive equity package
• Health insurance for you and your family
• Lunch, snacks and drinks provided in the office
• Wellbeing benefit and WFH equipment allowance
• Annual learning and development allowance to grow your skills and career
• Opportunity to work for a globally diverse team

About Miro

Miro is a visual workspace for innovation that enables distributed teams of any size to build the next big thing. The platform’s infinite canvas enables teams to lead engaging workshops and meetings, design products, brainstorm ideas, and more. Miro, co-headquartered in San Francisco and Amsterdam, serves more than 100M users and 250,000 companies collaborate in the Innovation Workspace. Miro was founded in 2011 and currently has more than 1,600 employees in 13 hubs around the world.

We are a team of dreamers. We look for individuals who dream big, work hard, and above all stay humble. Collaboration is at the heart of what we do and through our work together we hope to create a supportive, welcoming, and innovative environment. We strive to play as a team to win the world and create a better version of ourselves every day. If this sounds like something that excites you, we want to hear from you!

At Miro, we strive to create and foster an environment of belonging and collaboration across cultural differences. Miro’s mission – Empower teams to create the next big thing– is how we think about our product, people, and culture. We believe that creating big things requires diverse and inclusive teams. Diversity invites all talent with different demography, identities and styles to step in, and inclusion invites them to step closer together. Every day, we are working to build a more diverse Miro, cultivate a sense of belonging for future and current Mironeers around the world, and foster an environment where everyone can collaborate and embrace differences.

About the Application

To apply, please provide your information and submit your resume and cover letter. This refined description focuses on the role responsibilities and qualifications and excludes site-specific application boilerplate and unrelated notices.