• Conduct proactive outreach to patients, providing education about Signatera • Engage with patients via phone, SMS, email, and other approved communication channels • Address inquiries related to eligibility, test ordering processes, timing in relation to treatment, and MRD monitoring • Provide comprehensive information on costs, insurance coverage, and financial assistance options • Identify and help address common barriers to care • Coordinate with Patient Coordinators, field teams, provider offices, and other internal stakeholders • Assist patients in navigating the patient portal and accessing test results • Gather patient feedback to enhance programs and services • Collaborate with healthcare providers, patient coordinators, and internal teams • Maintain compliance with all privacy, regulatory, and communication requirements

Role Description The mission of the Senior Lifecycle Marketing Manager is to own the growth of Curology's subscriber base after acquisition, maximizing customer lifetime value across every stage of the subscriber journey. Reporting to the Chief Commercial Officer, this role designs, tests, and continuously improves the full lifecycle — from lead nurture and activation through retention, reactivation, and win-back — using behavioral data, cohort analytics, and always-on experimentation. Essential Functions and Impact Areas - Lifecycle Strategy & Journey Design: - Own and evolve the complete subscriber lifecycle with measurable objectives for every stage. - Build and maintain detailed lifecycle journey maps documenting customer states, trigger events, and intervention opportunities. - Partner with various teams to identify and close gaps in the subscriber experience. - Write creative briefs for lifecycle campaigns and ensure alignment with business goals. - Retention & Churn Prevention: - Develop initiatives to improve subscriber retention at various intervals. - Reduce churn through personalized messaging and predictive intervention. - Identify leading indicators of churn and build automated journeys to intervene before cancellation. - Reactivation & Win-back: - Build segmented reactivation and win-back programs. - Continuously optimize creative, offers, timing, and channel mix for campaigns. - Personalization, Experimentation & CRM Operations: - Deliver personalized lifecycle experiences using behavioral data and predicted metrics. - Maintain an always-on testing roadmap with a standing optimization backlog. - Serve as the point person for CRM operations and manage CRM-specific vendors. - Cross-Functional Partnership & Analytics: - Own lifecycle reporting beyond channel-level metrics to inform strategic decisions. - Partner closely with various teams to embed lifecycle strategy across the business. - Act as a resource for junior marketing team members, sharing lifecycle expertise. Qualifications - 8+ years leading lifecycle marketing or CRM for a subscription, D2C, or recurring-revenue business. - Deep understanding of subscription economics, retention strategy, and cohort analysis. - Fluency with the technical fundamentals of CRM systems. - Hands-on experience with CRM or ESP platforms such as Klaviyo, Iterable, or Braze. - Strong analytical skills using SQL and tools such as Looker or Tableau. - Demonstrated ability to lead cross-functional experimentation. - Working familiarity with AI tools and strong judgment applying them to lifecycle work. Benefits - 💰 Competitive compensation and equity package (RSUs). - 🥼 Comprehensive benefits: Medical, dental, vision, FSA and HSA, supplemental coverages, and 401(k). - 🧘🏻‍♀️ Access to wellbeing perks, including OneMedical and Employee Assistance Program. - 🌴 Flexible paid time off and holiday policy. - 🐣 Paid parental leave (birthing and non-birthing parents). - 💜 Employee donation matching program. - 🫱🏻‍🫲🏽 Culture Committee and employee resource groups for connectivity. - ✨ Complimentary VIP Subscription to Curology or Agency, plus online retail discount.

• Own and evolve the complete subscriber lifecycle — lead nurture, activation, habit formation, second- and third-box conversion, long-term engagement, upsell, cross-sell, win-back, reactivation, and referral — with a measurable objective and defined intervention for every stage. • Build and maintain detailed lifecycle journey maps documenting customer states, trigger events, friction points, behavioral milestones, exit risks, and intervention opportunities. • Partner with Product, Growth, Creative, Clinical, and Customer Care to continuously identify and close gaps in the subscriber experience. • Write creative briefs for lifecycle campaigns and partner with Brand and Creative to ensure assets meet email and SMS best practices while aligning with business goals. • Develop initiatives that improve 7-day, 33-day, 63-day, 93-day and annual subscriber retention. • Reduce voluntary and involuntary churn through personalized messaging, payment recovery, education, habit-formation programs, and predictive intervention. • Identify leading indicators of churn — declining engagement, skipped shipments, customer service interactions, purchase behavior, refill timing, and treatment adherence — and build automated journeys that intervene before cancellation. • Build reactivation and win-back programs segmented by reason for churn, time since cancellation, clinical history, engagement level, product usage, and previous offers. • Continuously optimize creative, offers, timing, and channel mix for reactivation and win-back campaigns. • Deliver personalized lifecycle experiences using behavioral data, purchase history, treatment stage, subscriber tenure, predicted lifetime value, and predicted churn risk. • Maintain an always-on testing roadmap spanning onboarding, education, offers, cadence, timing, channels, creative, segmentation, cancellation flows, and pricing, with a standing optimization backlog for every journey. • Serve as the point person for CRM operations, including tech stack oversight, deliverability monitoring, and adherence to platform best practices. • Manage CRM-specific vendors, such as ESPs, including budgeting and forecasting for these partnerships. • Own lifecycle reporting beyond channel-level metrics — including LTV, active subscriber rate, retention rate, churn rate, save rate, reactivation and win-back rate, trial-to-paid conversion, revenue per subscriber and per recipient, cohort performance, CAC payback, and LTV:CAC — and use these metrics to inform strategic decisions. • Partner closely with Growth Marketing, Product, Engineering, Data & Analytics, Clinical, Creative, Medical, and Finance to embed lifecycle strategy across the business rather than treat it as a single marketing channel. • Act as a resource for junior marketing team members, sharing lifecycle expertise and helping build broader team capability in CRM and lifecycle strategy.

• Provide operational support across multiple marketing initiatives, including content coordination, social media, website management, email marketing, vendor communication, and administrative marketing tasks. • Work closely with the Marketing Manager and external partners to ensure campaigns, property listings, digital assets, and marketing materials are delivered accurately and on schedule. • Coordinate with YouTube vendors by providing property information, completing templates, and reviewing content before publication. • Complete Compass Luxury Google Forms for high-value property listings. • Draft social media posts for property listings and recent sales. • Update property pages with high-resolution images and listing information. • Prepare requests for property newsletters and email marketing campaigns. • Request and organize closing photos from outside agents.