Director, Customer Lifecycle Marketing

About the role

The Director of Customer Lifecycle Marketing is the front-line owner of marketing's contribution to Net Revenue Retention (NRR) at FareHarbor. This role is responsible for building and leading the systems, programs, and team that drive client engagement, product adoption, retention, expansion, and advocacy across the client lifecycle. As a key leader within the Marketing organization, you will transform client lifecycle marketing into a strategic growth engine that strengthens relationships, increases platform adoption, creates expansion opportunities, and reinforces FareHarbor's position as the long-term platform of choice for operators around the world. You will define how FareHarbor engages clients at every stage of their journey-from onboarding and activation through adoption, renewal, expansion, and advocacy. Working closely with Account Management, Creative, Sales, Onboarding, Product Marketing, Growth Marketing, Community, Partnerships, and Revenue Operations, you will create scalable programs that complement human-led account management while delivering measurable impact on client growth outcomes. This role requires a systems thinker who can connect client insights, segmentation, automation, content, and cross-functional collaboration into a unified lifecycle strategy. You will guide FareHarbor beyond a system that relies heavily on one-size-fits-all communications toward highly targeted, personalized experiences that help clients realize more value from the platform, grow their businesses, and deepen their partnership with FareHarbor. What you'll do here: Lead Marketing's Contribution to Client Growth Lead lifecycle marketing's contribution to Net Revenue Retention (NRR), product adoption, client engagement, expansion pipeline, and expansion revenue Develop and execute a client lifecycle strategy that supports activation, adoption, retention, expansion, and advocacy Build scalable programs that influence client behavior and drive measurable business outcomes across the client journey Partner with Account Management, Sales and Onboarding teams to support expansion opportunities, adoption initiatives, and risk mitigation efforts Create programs that reinforce FareHarbor's value proposition and strengthen long-term client loyalty Define & Optimize the Client Journey Define and continuously optimize the client journey across onboarding, adoption, renewal, expansion, and advocacy Identify key lifecycle moments that drive retention, product engagement, expansion readiness, and client satisfaction Use client insights, behavioral data, and engagement patterns to uncover opportunities to improve the client experience, differentiated by their segment Continuously evaluate where client experiences break down and partner cross-functionally to improve them Build the Lifecycle Marketing Engine Design and scale a cohesive lifecyc

Benefits

Additional Information

About FareHarbor At FareHarbor, our mission is to make experiences better for everyone. Founded in 2013 in Hawaii and acquired by Booking Holdings in 2018, FareHarbor creates powerful tools that enable our clients (think boat rentals, museums, food tours, events and more!) to operate and grow. With over 20,000 clients across 90+ countries-we're the largest in our industry and shaping the future of travel, together. Our team is an 'Ohana of 1,000+ people around the world. We're passionate about pioneering an industry, embracing challenges with open arms, and delivering value to the experiences industry. FareHarbor Core Values: Think Client First We Are One 'Ohana Be Curious and Learn Own It. Act With Integrity Embrace the Challenge Why FareHarbor? Founding FareHarbor required unwavering passion. Turning a start-up into the world's leading and largest reservation software for tours, activities, and attractions required relentless dedication and vision. To date, we've helped over 20,000 global businesses operate successfully and are proud to have played a role in enabling business owners to live their dreams. And since day one, we've known that our real success lies in our people-the Ohana. With each new feature launched and new client onboarded, there is a team of incredible people behind the scenes who are full of dedication, passion, energy, and the will to succeed. We encourage everyone to bring their whole selves to work-to believe in their abilities, to freely express their creativity, and to contribute with their own uniqueness by wearing their true colors. We take care of one another and always prioritize health and wellbeing. We give our people the space and trust to learn, to try, to succeed, to collaborate, to think outside of the box, to make mistakes, and even to fail. And then we come together to try again. From the minute you join, you have a voice. You find your space. You make an impact. We celebrate our victories, shout our successes, and are always eager to tackle new challenges. And we can't wait to see all that's to come.

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