CRM Lead

About the role

Acquisition gets a customer in the door; you own everything after. Harper has thousands of customers and adds ~1,000 more a month, and what happens after they sign matters as much as how they got here. Every gap in the lifecycle is a revenue leak: policies that lapse, referrals that never happen, customers who forget Harper exists until something breaks. You own the systems and campaigns that close those gaps and keep Harper indispensable - not just at renewal, but at every moment in between. You're a CRM and lifecycle marketer who thinks in revenue, not sends - equal parts strategist and executor, designing a segmentation model in the morning and QA'ing a drip sequence in the afternoon. You report to the Head of Marketing and work hand-in-hand with the growth and product teams. Winning in 6-12 months looks like a measurably healthier customer base, a repeatable lifecycle playbook, and a CRM that's a revenue driver - not a support function.

Responsibilities

• Own the full CRM strategy. Design and run lifecycle programs that drive retention, upsell, cross-sell, and referrals across Harper's customer base.
• Build and optimize automated sequences. Trigger-based, behavior-driven campaigns that reach customers at the right moment with the right message.
• Find and close revenue leaks. Audit the journey for where policies lapse, engagement drops, or referrals stall - then build the programs that fix it.
• Segment and personalize. Build audiences by industry, policy type, lifecycle stage, and engagement signal to drive relevance at scale.
• Own referral and advocacy. Turn happy customers into a growth channel with structured referral and testimonial programs.
• Drive measurable revenue. Tie every program to retention, LTV, and revenue impact - not vanity metrics.

Requirements

• You've owned CRM end-to-end for a company with a large, active customer base - not just managed a tool.
• You think in revenue terms: retention, expansion, referral, and reactivation - and you report on LTV and revenue, not open rates.
• You've built segmentation strategies from scratch and can explain the logic behind every audience you create.
• You're as comfortable writing the brief for a drip sequence as you are pulling cohort data to evaluate it.
• You've worked in a fast-moving environment where you had to prioritize ruthlessly and ship quickly.
• You believe the best CRM is invisible to the customer - it just feels like the company knows them.
• You're based in San Francisco or willing to relocate.
• The reality - read this before you apply
• Compensation & logistics
• Salary: $150,000-$190,000, plus performance bonus and equity.
• Location: On-site, San Francisco. Based here or willing to relocate.
• Schedule: Monday-Friday, long days, in the building with the team.
• 5+ years of CRM or lifecycle marketing experience, with direct ownership of retention and engagement outcomes
• Hands-on experience building automated campaigns in at least one major CRM or marketing automation platform (HubSpot, Salesforce Marketing Cloud, Klaviyo, Iterable, Braze, or comparable)
• Proven track record improving retention, reducing churn, or increasing LTV through lifecycle programs
• Strong analytical skills - comfortable working with customer data to segment audiences and measure campaign

Benefits

Additional Information

CRM Lead Harper is an AI-native commercial insurance company in San Francisco. We're not bolting AI onto insurance - we're rebuilding the entire business as software, on a simple bet: turning expert human judgment into compute is one of the largest transitions left to make, and a trillion-dollar industry still run 90% by hand is the place to prove it. We've grown ~100x in the last year and we move at that speed - on-site, in person, long days, very high standards. Almost no one joins Harper for insurance; they join to build the company that replaces how it works.

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