Lifecycle Manager - Customer Experience & Customer Lifetime Value

Company Summary
At EyePromise, every product is rooted in clinical science and built on a foundation of trust, reflecting a broader vision to help people see the moments that matter most. For more than 20 years, the company has developed eye care solutions that combine rigorous research with real-world results. Guided by a commitment to continuous improvement, EyePromise partners with leading optometrists and ophthalmologists to create clinically informed formulas that deliver meaningful, lasting impact—supporting better vision today and into the future.

LIfecycle Manager - CX & CLV

Location: Remote (U.S.)

About the Role

EyePromise is building a modern, practitioner-led growth engine at the intersection of science, healthcare, and commerce. As we scale, lifecycle is at the core of how we drive predictable, repeatable growth.

The Lifecycle Manager sits within the CX & CLV team and reports directly to the Head of CX & CLV. This role is responsible for building and scaling lifecycle programs that drive retention, subscription continuity, and customer lifetime value across both DTC and practitioner (ECP) channels.

You will translate customer signals into automated, high-performing programs—ensuring our lifecycle engine runs reliably at scale while continuously improving performance.

Why EyePromise

• Mission-driven growth: Help improve people’s vision and quality of life through science-backed solutions
• High impact role: Lifecycle is a core growth lever, not a support function
• Build & scale: Opportunity to shape and scale lifecycle infrastructure in a fast-growing, PE-backed business
• Modern stack: Work across Shopify, Recharge, Klaviyo, and an integrated data ecosystem
• Operator culture: Fast-paced, hands-on, and focused on outcomes over process

Key Responsibilities

Lifecycle Program Execution & Optimization

• Build, launch, and manage lifecycle programs across email, SMS, and CRM platforms (e.g., onboarding, replenishment, win-back, save flows)
• Ensure programs run reliably at scale with strong QA and performance monitoring
• Continuously optimize flows based on performance data (CVR, refill rate, churn, CLV)

Subscription & Retention Management

• Own lifecycle programs that drive subscription continuity, refill behavior, and churn reduction
• Design and execute save, pause, and win-back strategies within CRM and subscription platforms (e.g., Recharge, Klaviyo)
• Partner with CX and Sales teams to ensure seamless experience across automated and human touchpoints

CRM & Data Integrity

• Maintain CRM system health, ensuring data accuracy, segmentation, and program integrity
• Monitor lifecycle triggers, campaign logic, and system flows to identify and resolve issues quickly
• Partner with analytics and tech teams to ensure clean data flow and reliable execution

Performance Tracking & Reporting

• Own lifecycle reporting and dashboards (retention, churn, refill rate, LTV, engagement metrics)
• Translate performance into clear insights and actionable recommendations
• Provide regular reporting to the Head of CX & CLV and broader commercial leadership on lifecycle health and impact
• Identify gaps, diagnose root causes, and drive corrective actions

Cross-Functional Collaboration

• Work closely with:
  • CX Specialists to address lifecycle gaps where automation falls short
  • Growth/Acquisition teams to ensure strong onboarding and conversion into subscription
  • Sales/ECP teams to align lifecycle programs with practitioner workflows
  • Tech & partners (e.g., Stream Commerce) to implement and scale lifecycle capabilities

What Success Looks Like

• Lifecycle programs launch quickly, run cleanly, and scale effectively
• Automation handles the majority of lifecycle activity with minimal manual intervention
• Subscription continuity, refill rates, and retention improve consistently
• Clear, actionable reporting drives faster and better decisions
• Strong integration between automation and human intervention to protect high-value customers

• 3-5 years experience in lifecycle marketing, CRM, or retention-focused roles (DTC, subscription, or eCommerce preferred)
• Hands-on experience with lifecycle platforms (e.g., Klaviyo, Salesforce Marketing Cloud)
• Experience working with subscription models (e.g., Recharge or similar) strongly preferred
• Strong analytical mindset with ability to translate data into action
• Proven ability to manage complex lifecycle programs end-to-end
• Detail-oriented with strong QA discipline and operational rigor
• Comfortable operating in a fast-paced, “build and scale” environment

Why This Role Matters

Acquisition/paid brings customers in-but lifecycle is what builds the business. This role is critical to creating a predictable, scalable growth engine by turning fragmented journeys into a cohesive system that drives retention, loyalty, and long-term value.

Benefits

Medical, Dental, Vision Insurance

Company paid Short Term Disability, Long Term Disability, Life Insurance

Remote position

A 401k that the company matches after 1 year

Friendly, team-oriented work environment

Equal Opportunity Employer

THIS POSITION DESCRIPTION SHOULD NOT BE CONSTRUED TO CONTAIN EVERY FUNCTION/REPONSIBILITY THAT MAY BE REQUIRED TO BE PERFORMED BY AN INCUMBENT IN THIS JOB. INCUMBENTS ARE REQUIRED TO PERFORM OTHER RELATED FUNCTIONS/RESPONSIBILITIES AS ASSIGNED. THE ABOVE DESCRIPTION, WITH SUPPLEMENTAL MATERIAL, IS ADEQUATE FOR PURPOSES OF EVALUATION.