Director, Customer Lifecycle Marketing & Engagement

Director, Customer Lifecycle Marketing & Engagement

Legal Zoom is a remote‑first company dedicated to helping people navigate the legal system with confidence and clarity. With over 20 years in online legal services, we combine technology, attorney‑led solutions, and expertise to protect the aspirations, lives, and legacies of millions of customers.

We support a remote‑friendly environment and offer flexible schedules. Our Austin, Los Angeles Metro, and San Francisco Bay Area offices host onsite events, lunches, and more for employees who choose to work on site.

We are looking for a Director, Customer Lifecycle Marketing & Engagement to join the Legal Zoom Marketing organization. This leader will report to the VP, Go‑to‑Market and will re‑imagine the way we think about lifecycle marketing. The role requires a strong background in data, analytics, and omni‑channel lifecycle journey orchestration to enhance end‑to‑end consumer engagement, driving increased conversion, retention, and LTV.

• Improve customers’ satisfaction and lifecycle performance by creating omni‑channel journeys that deliver the right message through the most appropriate channel at each stage of the customer journey.
• Develop and deliver lifecycle marketing metrics and OKRs with a laser focus on data; measure and optimize the team’s direct influence on conversion rates, retention, and LTV.
• Instill high‑velocity, insight‑driven testing and optimizations across all channels to accelerate lifecycle performance.
• Lead development of data‑driven triggers and personalized communication at all stages of the customer journey.
• Assess the current lifecycle tech stack and identify necessary enhancements to enable personalized communication across all channels.
• Forecast, budget, and deliver on lifecycle revenue goals within approved budgets.
• Lead the strategy and partner with the Brand & Creative team to enhance lifecycle marketing creative, copy, and content.
• Partner with Product Marketing and Mar Tech to develop audience strategies and identify customer segments to reach the right audiences at the right time and place with the right offers.
• Monitor and report on key lifecycle marketing metrics and understand performance drivers at any given time.
• Ensure lifecycle marketing campaigns are error‑free and implement new quality‑assurance processes as needed.
• Monitor block lists, unsubscribes, churn, deliverability and related metrics to protect database health.
• Communicate effectively with business leads, product, creative, partners, and other cross‑functional teams to drive projects to completion.
• Foster the growth of the lifecycle marketing team, including mentorship, governance of programs, and providing direction for scalable best practices.

• 5+ years of CRM and lifecycle marketing leadership experience (10+ years in the function).
• Demonstrated experience leading CRM programs in a D2C subscription model.
• Experience scaling and transforming customer engagement strategies to be more personalized and connected across all channels.
• Expert knowledge of technology tools that enhance lifecycle strategy, including CRM platforms, CDPs, journey tools, and recommendation engines.
• Deep experience designing and implementing cohort‑based lifecycle roadmaps and customer engagement triggers based on personalization mechanics.
• Strong sense of ownership to drive key business metrics and company growth.
• Proven ability to manage and maintain strong cross‑functional stakeholder relationships across multiple teams (product, marketing, data, design, etc.) and coordinate timely feedback and approvals.
• Strong data, critical thinking, and analytical skills with the ability to translate performance metrics into actionable insights.
• Ability to navigate and lead by influence, build consensus around critical initiatives, and bias toward action.
• Leadership experience in building and growing a team, collaborating, and influencing to drive positive business performance.
• Strong motivation, presentation, and communication skills, with experience working closely with senior leadership (c‑suite).
• Self‑starter with an entrepreneurial mindset and…