Director, Lifecycle & Customer Journey

Role Description

As a Director, Lifecycle & Customer Journey, you are the lead architect of the Pro lifecycle, from initial brand encounter through enrollment, onboarding, and long-term retention. You lead your team to effectively deliver customer and business value by orchestrating a coordinated, AI-powered omni-channel approach. You are a strategic driver of transformation, moving beyond yesterday’s playbooks to build an "always-on" layer of intelligence that gets smarter with every customer interaction. You coach and develop the careers of your direct reports as they hone their craft in lifecycle strategy and automation. You collaborate cross-functionally with Sales, Onboarding, and Customer Success to break down silos, reduce friction, and maximize Pro lifetime value. You lead by influence, bringing clarity to ambiguity and ensuring that every touchpoint—from a Sales handoff to a churn signal—is met with a personalized, high-impact experience.

Our team is passionate, empathetic, hard working, and above all else focused on improving the lives of our service professionals (our Pros). Our success is their success.

What you do each day:

• Define and articulate the strategic vision for the end-to-end Pro journey, ensuring alignment with HCP’s growth and retention objectives
• Oversee the development of AI-first programs in partnership with Sales and Product to nurture prospects through the early enrollment journey
• Design and execute multi-channel onboarding experiences that drive fast time-to-value and early Pro engagement
• Partner with Sales and Success leaders to drive expansion in LTV via automated upsell and proactive retention strategies
• Lead the team in executing segment-specific strategies to drive growth and deeper penetration in priority customer segments
• Collaborate with MarTech and Tooling teams to stand up a scalable, AI-driven toolset for personalized programs across email, SMS, and in-app channels
• Establish KPIs and metrics to monitor conversion, activation, and churn, making data-driven adjustments to improve outcomes
• Oversee the strategy and execution of the Pro-to-Pro referral program to drive organic acquisition
• Encourage a culture of innovation by continuously testing, learning, and optimizing through high-velocity experimentation
• Serve as the key representative for lifecycle strategy at executive meetings, advocating for the systems and partnerships needed to scale

Qualifications

• 7–12+ years of experience in growth marketing, lifecycle marketing, or CRM, ideally within a SaaS or marketplace business
• Proven track record of owning and moving conversion, retention, or LTV metrics
• Deep omni-channel fluency across email, SMS, in-app, push, and chat (i.e. Braze, HubSpot, Salesforce...)
• Previous experience managing and building high-performing marketing teams
• Strong analytical orientation with the ability to move from customer insight to execution briefs
• Experience with SMB customer bases or field services/trades audience is a strong plus
• Bachelor’s degree or equivalent work experience

Requirements

• Track record of integrating AI and emerging technologies into organizational strategy and operations to accelerate innovation and scale
• Hands-on experience with AI or ML-driven lifecycle tools (i.e. predictive churn models, propensity models, next-best-action agents)
• Systems thinker who can bring momentum to complex, multi-stakeholder initiatives
• High level of ownership and an obsession with finding friction-less solutions for our Pros
• Analytically rigorous and customer-obsessed; able to zoom out to strategy and zoom in to campaign details

Benefits

• A generous benefits program that supports the whole you with medical, dental, vision, life, disability, and 401(k)
• Paid holidays and flexible, take-it-as-you-need-it paid time off
• Equity in a rapidly growing startup backed by top-tier VCs
• Monthly tech reimbursements
• A culture built on innovation that values big ideas, no matter where they come from

Location Dependent Information

This role is open to candidates and the expected salary range for this role is $122,000-$152,000 + bonus + equity. The specific salary for the successful candidate will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. This role is also eligible to participate in Housecall Pro’s equity plan and the following benefits: health care insurance (medical, dental, vision, disability), employee assistance program, 401(K), flexible time off, paid parental leave, tech reimbursement, and other company benefits.