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Marketing Manager - Customer Retention & Lifecycle

Charlotte, North Carolina, United States

Marketing Manager – Customer Retention & Lifecycle

Reports to: Director of Demand Generation Location: Charlotte, North Carolina

CPI Security is seeking a Marketing Manager – Customer Retention & Lifecycle to own and drive our customer retention and revenue growth efforts. Reporting to the Director of Demand Generation, you'll build and optimize customer journeys across our owned media channels — primarily email and SMS — while developing strategies that deepen engagement, reduce churn, and grow customer lifetime value.

We're looking for a strategic operator who can help us mature our personalization, segmentation, and marketing technology capabilities. If you're energized by shaping strategy and rolling up your sleeves to build it, this role is for you.

Key Areas of Responsibility

Lifecycle Strategy & Customer Journeys

  • Develop and execute a lifecycle marketing strategy focused on retention, upsell,  and cross-sell across residential and commercial segments.
  • Design and build automated customer journeys, primarily through email and SMS, that deliver personalized, relevant communications at every stage of the customer lifecycle.
  • Map customer journeys by segment, identifying key touchpoints and opportunities to improve engagement and loyalty.

Build & Mature Our Personalization & Segmentation Capabilities

  • Develop segmentation models based on demographics, behavior, lifecycle stage, product usage, and engagement — evolving from broad segments today to dynamic, data-driven personalization over time.
  • Champion a test-and-learn culture, using A/B testing and experimentation to continuously improve relevance and performance.

Retention & Revenue Growth

  • Build and launch targeted campaigns to reduce churn, increase renewals, and expand services within the existing customer base.

Data, Reporting & Optimization

  • Track and report on campaign performance against key KPIs including churn rate, LTV, and engagement metrics.
  • Leverage predictive analytics (as capabilities mature) to proactively identify at-risk customers and growth opportunities.
  • Surface insights that inform decision-making across the marketing and sales teams.

Cross-Functional Collaboration

  • Work closely with sales, product, customer success, data, and field operations teams to align lifecycle marketing with broader business goals.
  • Partner with the commercial team on retention and revenue strategies for key clients.

What You'll Bring

  • 5+ years of experience in lifecycle marketing, CRM, or retention-focused marketing.
  • Hands-on Salesforce Marketing Cloud (SFMC) expertise — you've built journeys, campaigns, and automations in the platform.
  • Strong analytical skills with experience in tools like Salesforce, Tableau, or Google Analytics.
  • Deep knowledge of email and SMS marketing best practices, including segmentation, personalization, and deliverability.
  • Collaborative, cross-functional mindset with strong project management skills.
  • Bachelor's degree in Marketing, Business, or related field.

Bonus Points:

  • Experience in security, technology, or subscription-based industries.
  • Familiarity with predictive analytics and customer segmentation modeling.

What We Offer:

  • Aggressive pay and the opportunity to work for an iconic brand
  • Great medical, dental, vision, short- & long-term disability and life insurance options  
  • Company paid holidays, floating holiday, and paid time off (PTO)  
  • 401(k) plan with competitive company match  
  • Eligible for free monitored security system after 90 days
  • Education assistance – we encourage and support our employees who want to improve their skills and further their education  
  • Engaging and fun company culture that’s made up of a diverse group of people  
  • Volunteer and community engagement opportunities. CPI partners with organizations that share our mission to save and improve lives, particularly focusing on underserved communities.  
  • An on-site café, coffee/smoothie bar, walking trail, basketball court, and state-of-the-art fitness facility with a dedicated Fitness staff
  • Birthday and Work Anniversary Rewards

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