Digital Customer Lifecycle Manager

Digital Customer Lifecycle Manager

Staples is business to business. You're what binds us together. Our world?class sales and sales support teams work directly with businesses of all sizes to offer products and services that meet customers' unique needs. We are committed to understanding our customers and use best?in?class sales tools, technology, and digital experiences to deliver value. Our teams are constantly evolving, investing in skill development and offering rewarding career opportunities across the organization.
The Digital Customer Lifecycle Manager owns the end?to?end lifecycle strategy for Small and Medium ? Sized Businesses (SMB) customers - from acquisition through onboarding, activation, growth, and reengagement. This role defines how customers move from enrollment to value realization, with a strong focus on Digital Enrollment (DE) customers and digitally assisted journeys.
What you'll be doing:
Own and evolve the SMB customer lifecycle strategy across digital enrollment, integrated B2B, and business ? to ? business account segments.
Partner cross?functionally with Digital, Product, Technology, Operations, Marketing, and Sales teams to drive customer success
Define lifecycle stages, success metrics, and operating cadences
Analyze acquisition quality, value, and yield to improve growth efficiency
Influence digital experiences including site content, messaging, assisted journeys, and engagement cadences
Maximize qualified handoffs to sales and specialized support teams through optimized digital and assisted channels
Develop intervention strategies for under?engaged or declining accounts
Identify customer friction points, measure their impact, and drive root?cause improvements
What you bring to the table:
A strategic, customer?centric mindset with a passion for lifecycle optimization
Strong analytical capabilities and comfort using data to inform decisions and prioritize investments
Proven ability to influence and lead through collaboration without direct authority
Confidence presenting insights and recommendations to senior stakeholders
A growth?oriented approach to experimentation, iteration, and continuous improvement
Proven experience owning end?to?end lifecycle strategies from acquisition through growth.
Strong track record improving conversion, engagement, and early?stage customer value
Experience defining lifecycle metrics, success criteria, and performance cadences
Demonstrated ability to partner cross?functionally and drive execution
Bachelor's degree required or equivalent work experience.
8+ years of experience in lifecycle marketing, growth strategy, or digital customer experience.
What's needed- Basic Qualifications:
Bachelor's degree required or equivalent work experience.
8+ years of experience in lifecycle marketing, growth strategy, or digital customer experience.
What's needed- Preferred Qualifications:
Experience supporting SMB, digital enrollment, or sales?assisted growth models
Familiarity with funnel analysis, customer segmentation, and journey optimization
Experience working closely with analytics and data teams to evaluate performance and impact
We Offer:
Inclusive culture with associate-led Business Resource Groups
Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays)
Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more!
The salary range represents the expected compensation for this role at the time of posting. The specific base pay may be influenced by a variety of factors to include the candidate's experience, skill set, education, geography, business considerations, and internal equity. In addition to base pay, this role may be eligible for bonuses, or other forms of variable compensation.
About Us

Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.
Job Info

Job Identification 68582
Job Category Sales & Sales Support
Locations 500 Staples Drive, Framingham, MA, 01702, US (On-site)