Lifecycle and Retention Manager

Job Description

Job Description

For most people, staying healthy feels confusing and complicated. They follow trends, listen to medical advice, try new supplements, yet still don’t feel their best. Viome was founded to change that. Created by scientists and visionaries who believed people deserve real answers, Viome began with one simple idea : what if we could listen to what the body itself is saying? Through decades of research at Los Alamos National Laboratory and pioneering work in RNA sequencing, Viome learned how to read the biological signals that reveal how we actually function, not just our genetic potential. Today, Viome transforms that insight into a simple, empowering experience that helps people move from trial and error to understanding and progress. It’s science designed to help people feel better, live healthier, and take control of their story. That breakthrough has evolved into an at-home microbiome test that decodes your body’s unique biological signals and translates them into action with personalized food and supplement recommendations; it's simple, science-backed guidance designed just for you.

The Viome team is made up of scientists, engineers, researchers and entrepreneurs who are passionate about radically improving the wellness of our customers. You’d be joining a high-performing, collaborative team of channel specialists that work closely alongside our owned analytics and science teams to expose brand opportunities, improve the customer experience and, ultimately, help bring us closer to our goal of making illness optional through personal, specific recommendations and empowering support. Our HQ is in Bellevue, Washington with a satellite office in New York City. For this role, we are seeking candidates that are able to work in Bellevue, WA, Monday- Friday.

We’re looking for a Senior Manager of Lifecycle and Retention to own and define the future of our customer lifecycle marketing, loyalty, and retention programs. This role will focus on maximizing customer LTV, working with the product and customer service teams to relieve any friction points for the customer, augment our customer experience from the point of purchase to subscription to retest, and collaborate with the data engineering team to identify, expose and utilize any relevant data points to further our personalization. This is a high-touch, high-impact role that will inform and guide teams across the organization, keeping the customer at the forefront of all operations. Currently, the role requires a tactical operator who is extremely comfortable owning the customer lifecycle entirely, with the eventual goal of expanding the team over time. If you are someone who isn’t afraid of ambiguity, finds joy in creating foolproof processes, thinks outside the box, has a passion for health and wellness and is an energizing, determined marketer, this role is for you! This role reports to the Director of Customer Acquisition Campaigns and Organic Growth

Responsibilities

• Own the retention, upsell and lifecycle strategies across email, SMS, subscriptions, push, in-app notifications
• Be a thought partner to our Director of Customer Acquisition Campaigns and Organic Growth and the rest of the marketing team
• Partner with Product to translate the core experience and key user moments into lifecycle journeys that drive engagement and retention
• Partner with Product to amplify key experience moments and launches through targeted lifecycle communications
• Facilitate a segmentation framework powered by first-party data of customers and predicted behavior
• Develop unique paths for customer journeys informed by feedback through our app and other traceable behaviors
• Investigate customer issues related to inappropriate communications and flows when recruited by Customer Service team
• Lead the charge of refining the brand story we are reinventing with high-quality content and experiences throughout the journey
• Partner closely with engineering team to bring new triggers and classifications to life to facilitate personalized comms
• Manage CRM and creative agency relationships on behalf of lifecycle
• Maintain hygiene of lists, unique profile properties, customer source data and more within Klaviyo
• Define lifecycle metrics and develop tracking methods to keep company informed on impact of tactics
• Cooperate with PRO side of business to enable unique experience for non-DTC customers
• Establish a disciplined experimentation framework for retention strategies (messaging, cadence, incentives, rewards)
• Ability to work alongside engineering team to debug consumer-facing and backend issues and synthesize future-proof solutions

Requirements

Who You Are

Total compensation= (base salary + equity + benefits)

At Viome, we are committed to pay transparency and equity. We comply with Washington State's Equal Pay and Opportunities Act (EPOA) and believe in providing fair and equitable compensation to all of our employees.

Benefits Package :

Insurance : Up to 90% employer-paid premium for individuals and 75% for families, including health (United Healthcare), dental, and vision (MetLife), plus 100% coverage for basic life, AD&D insurance, and long-term disability.

Flexible Time Off : We offer a flexible time-off policy to support work-life balance, allowing you to manage personal needs effectively.

Employee Assistance Program (EAP) : Access expert advice through LifeWorks on family, work, financial, legal, and health issues, supporting your well-being beyond work.

We believe that transparency in pay is essential to promoting fairness and accountability in our workplace. Therefore, we will provide candidates with the salary range for this position during the interview process. We also welcome and encourage candidates to discuss their compensation expectations with us during this process.

We are an equal opportunity employer and do not discriminate based on race, color, religion, sex, national origin, age, disability, or any other legally protected status. We value diversity, equity, and inclusion, and are committed to creating a workplace that reflects these values.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.