Customer Lifecycle Architect - FinTech

RedBlack is a leading provider of wealth technology and managed services, empowering financial advisors to scale with confidence and deliver superior outcomes for clients. With its award-winning investment management solutions, RedBlack enables financial advice firms of all sizes to enhance their value, streamline operations, and drive growth. Trusted by the wealth management industry for over 15 years, RedBlack supports more than $900 billion in assets across its platforms. We value customer focus, craftsmanship, ownership, and teamwork. We care deeply about the quality of what we build, how we work together, and the outcomes we deliver for clients. About the role RedBlack's customers are some of the most sophisticated in wealth management and right now,they'renot hearing from us enough. The Customer Lifecycle Manager changes that. This role owns the full post-sale customer journey and is accountable for building a proactive engagement model keeping customers informed, driving adoption, surfacing expansion opportunities, and ensuring nothing falls through the cracks between Product, Customer Success, Sales, and Marketing. This is not a campaign execution role. It requires deep product knowledge, strong communication skills, commercial instincts, and the ability to build from scratch in an environment that is evolving rapidly. You are the right person for the role if you: Get energized by building something from scratch rather than inheriting a playbook Love being close to the product. You want to understand it deeply enough to explain it to anyone Are equally comfortable writing a customer email and participating in a retention strategy conversation Thrive in environments where the answer isn't obvious and you have to figure it out Take it personally when customers aren't satisfied Can hold your own with peers, and know when to lead and when to support What you'll do Own and execute the proactive customer communication cadence – lifecycle campaigns, product updates, migration education, and expansion outreach Translate product release and updates into customer friendly communications, release notes, and announcements Segment audiences by product version, feature access, and role to ensure communications are targeted and relevant Own production of customer case studies and success stories across migration, expansion, and marketing motions Deliver webinars and enablement sessions to drive product awareness and adoption Monitor product usage signals and surface expansion opportunities to Customer Success and Account Executives for action Own client transition coordination between Sales, Support, and Professional Services Lead client communication and management on special product validation projects Coordinate timing of customer communications across Marketing, Customer Success, and Support Ensure Customer Success and Sales teams have current FAQs, talk tracks, and enablement materials What success looks like A structured, proactive customer communication cadence is in place – customers are hearing from RedBlack regularly, not only reactively High engagement rates on lifecycle campaigns, webinars, and product education programs Case studies and success stories produced on a consistent cadence across key customer segments Product release communications delivered on time and with clarity customers can act on Expansion and renewal opportunities surfaced to Customer Success and sales with context not just flags Customer success and Sales teams consistently equipped with current enablement materials and messaging Regular cadence of customer referrals Qualifications 5+ years in customer success, customer marketing, or lifecycle marketing in a SaaS company, ideally with experience across both Customer Success and marketing functions Deep product curiosity and ability to develop strong product knowledge. This role requires understanding the product well enough to communicate it effectively to customers Strong understanding of the full customer journey including onboarding, adoption, expansion, and renewal Proven ability to build proactive outreach programs from scratch in environments where they did not previously exist Comfortable working with health metrics, usage data, and success metrics to drive targeted action Excellent written communication. Able to translate technical product details into clear, compelling customer language Experience in fintech, wealth tech, or portfolio management software is an asset U.S. Equal Opportunity Employment Information Individuals seeking employment atRedBlackare considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. The pay range for this role is: 110,000 - 130,000 USD per year (Atlanta) #J-18808-Ljbffr RedBlack