Head of Lifecycle Marketing and Education
Lifecycle, New York, US
About the Team
The Miro Lifecycle and Education team architects and delivers scalable, digital-first customer experiences that accelerate value realization for all Miro users and customers. Operating across three strategic work streams—Journeys & Engagement, Educational Content & Programs, and User Onboarding & AI Acceleration—we drive onboarding, adoption, engagement, and expansion through best-in-class educational content and data-driven user journey orchestration. Guided by principles of objective-driven design, impact at scale, and customer-centric growth, this highly specialized team sits at the intersection of product, customer success, and revenue growth, directly influencing Miro's ability to deliver personalized experiences to millions of users globally. The leader joining this team will lead a high-impact organization that shapes the future of how Miro engages, educates, and grows its customer base.
About the Role
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.
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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 401k matching + Competitive equity package
- Excellent Medical, Dental and Vision health benefits
- Fertility & Family Forming Benefits
- Flexible time off
- 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
- Up to $2,000 of charitable donation matches each year
The reasonably estimated salary range is specific to New York and may not be applicable to other locations. The range for this role is $184,800 to $231,000. Final compensation and total package components will be based on individual factors such as the candidate's skills, qualifications, and experience.
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!
Check out more about life at Miro:
- Youtube: https://www.youtube.com/@lifeatmiro
- Blog: https://miro.com/careers/life-at-miro/all/
- Instagram: https://www.instagram.com/mirohq/
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.
Miro handles and uses personal data of job applicants in line with its Recruitment Privacy Policy found here.
Prepare yourself to go beyond
Here are some helpful tips to ensure you have all the correct information throughout our hiring process.
01. Recruiter Screen
A 30-min interview to discuss your relevant skills, perspective on resilience, experience, and what motivates you to join Miro.
02. Hiring Manager
The hiring manager will meet to discuss your experience and fit for the role by assessing whether you align with the Miro Mindset (Curiosity, Drive, Resilience, Empathy, Cognitive Agility & Accountability). This interview usually takes 90-120 minutes.
03. Skill Assesment
An interactive presentation to see your skills in action, based around a particular case study or business problem.
04. Meet the Team
Here you will meet cross-functional stakeholders, and we will ask evidence-based questions to evaluate how well you align with the role and Miro's values and culture.
05. Leadership Round
Meet a member of the leadership team to discuss Miro’s company values and share your vision for success at Miro.