Senior Manager, Lifecycle & Retention

The Role

We're hiring a Senior Manager, Lifecycle & Retention to own what happens to a law firm after they sign. You'll report to the VP of Growth and Monetization, with the post-sale customer lifecycle as your scope and a direct line to the person accountable for it.

A firm signs with Eve on a Tuesday. Whether they're running most of their caseload through the platform a year later comes down to four things: they get onboarded properly, they adopt the products they bought, they keep using them, and somebody catches them before they drift. You own all four.

Email is your primary instrument across the whole arc. Welcome and onboarding sequences that carry a firm from signed contract to first real case outcome. Adoption campaigns that pull a paralegal into a product the firm paid for and never opened. Ongoing programs that keep an active firm active and expanding. Anti-churn plays that fire on early signals, well before a renewal conversation goes badly. These carry equal weight in the role. None of them is somebody else's phase.

You'll be measured on retention and expansion, not sends. Activation rate, product adoption depth, net revenue retention, logo churn, and expansion revenue from the installed base all sit on your dashboard.

You're writing to attorneys, paralegals, and intake staff at plaintiff firms. They're busy, skeptical of software, and immune to product marketing language. A good Eve email tells a firm something useful about their own cases. The bar is high and the writing matters.

You'll work alongside Customer Success, who handle the high-touch accounts one at a time. You build the scaled layer that reaches the firms a CSM will never get to, and you make sure the two never contradict each other in a customer's inbox. You'll also partner with the Senior Growth Product Manager, who owns in-product surfaces and experimentation infrastructure, while you own the outbound and messaging layer on top.

What You’ll Do

• Own the customer lifecycle email program end to end: welcome, onboarding, adoption, product launch, usage decline, win-back, and expansion.
• Onboarding. Build the sequences that carry a new firm from signed contract to first real case outcome in Eve, milestone-driven rather than calendar-driven, with separate tracks by firm size, practice area, and which products they bought.
• Adoption. Run campaigns for Eve Intake, Eve Agents, and Eve Auditor targeted by what a firm isn't using yet, teaching each feature through the firm's own cases rather than generic capability copy.
• Retention. Build the programs that keep an established firm engaged past onboarding, and own net revenue retention and adoption depth as numbers you answer for.
• Anti-churn. Design early-warning plays on behavioral signals, such as a drop in matters created or a champion who stops logging in, and build the save and win-back motions behind them.
• Expansion. Build cross-sell and seat-growth motions inside existing accounts, including getting a single-product firm onto a second product.
• Write the copy, build the segmentation off product usage data, and own the lifecycle stack: campaign tooling, the data flowing into it, deliverability, and sending reputation. Use AI-assisted workflows to run more programs than one person normally could.
• Test continuously, report results honestly including the ones that didn't work, and partner with Customer Success so automated messaging and human outreach reinforce each other.

What We’re Looking For

• 5+ years in lifecycle, CRM, or retention marketing, owning customer email programs across the full lifecycle rather than one stage of it.
• Programs you built at every stage. Come ready to walk through an onboarding sequence you designed, an adoption campaign that changed usage, and a churn or NRR number you moved.
• Strong writer. You'll be asked for email samples you personally wrote.
• Deep hands-on experience with a lifecycle platform such as Iterable, Braze, Customer.io, or HubSpot, including the data model behind it, and with behavior-triggered programs rather than scheduled sends.
• Comfort working directly in product analytics such as Amplitude, and enough SQL to pull your own segments and cohorts.
• Working knowledge of deliverability, sending infrastructure, and how to protect a domain's reputation.
• B2B SaaS experience preferred, especially selling to small and mid-sized businesses or professional services firms, plus comfort building where the playbook doesn't exist yet.