Senior Marketing Manager, Customer Lifecycle & Retention

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.

We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands.

Pets Best is a subsidiary of Doubtless. Pets Best offers pet insurance and wellness plans for dogs and cats in every state. Founded in 2005 with a mission to provide access to comprehensive animal healthcare at an affordable price, Pets Best delivers flexible coverage, an easy claims process, and excellent customer service.

Job Summary:

Pets Best is seeking Senior Product Marketing Manager to lead the strategy and execution of end-to-end customer experience initiatives across the customer lifecycle, with a strong emphasis on lifecycle, engagement, and retention marketing. This role is ideal for a marketer who can connect customer insights, product value propositions, channel strategy, and business performance to create experiences that help pet parents understand, adopt, and stay engaged with Pets Best throughout their journey. The Senior Product Marketing Manager will play a critical role in shaping how we communicate our value, improve customer outcomes, and drive long-term policyholder loyalty

Job Location: Remote – USA

Main Responsibilities:

• Own the end-to-end customer lifecycle marketing strategy and execution, from user onboarding and activation through engagement, renewal, retention, and win-back.

• Develop and refine messaging and positioning that clearly communicates the value of Pets Best products, services, and customer experience across key lifecycle moments.

• Partner with product, brand, CRM, analytics, customer care, email, UX, operations, and digital teams to identify customer pain points and opportunities to improve policyholder experience.

• Lead and manage the execution of lifecycle marketing initiatives across channels such as email, SMS, direct mail, and other owned channels to increase engagement and retention.

• Translate customer insights, behavioral data, and business performance into actionable lifecycle programs that improve satisfaction, loyalty, and long-term value.

• Support go-to-market planning for new customer experience enhancements, product updates, coverage features, and service improvements that impact existing customers.

• Define audience segmentation, lifecycle journeys, test plans, and measurement frameworks to improve conversion, persistency, and customer lifetime value.

• Partner with analytics teams to monitor performance and identify opportunities to optimize renewal rates, cross-sell or upsell engagement, and customer health metrics.

• Champion the voice of the customer in cross-functional planning and help ensure that customer communications are clear, relevant, empathetic, and actionable.

• Drive experimentation and continuous improvement through A/B testing, audience targeting, offer strategy, and content optimization.

• Present recommendations, results, and strategic plans to marketing and cross-functional leadership in a concise, data-driven way.

Basic Qualifications:

• 7+ years of experience in product marketing, lifecycle marketing, retention marketing, CRM, or customer marketing, preferably in insurance, financial services, healthcare, subscription businesses, or other customer-centric industries.

• Strong experience developing lifecycle strategies and programs that improve customer engagement, retention, and lifetime value.

• Demonstrated ability to connect product value propositions with customer needs and translate them into effective messaging and campaigns.

• Experience partnering cross-functionally with product, analytics, operations, customer service, and creative teams.

• Strong analytical skills and comfort using customer data, testing, and performance metrics to drive decisions.

• Excellent communication, planning, and project management skills, with the ability to influence stakeholders across functions.

• Ability to balance strategic thinking with hands-on execution in a fast-paced environment.

• Bachelor’s degree in marketing, business, communications, or a related field, or equivalent practical experience.

Preferred Qualifications:

• Experience in regulated industries or marketing products with complex coverage, service, or policy details.

• Experience with customer journey mapping, segmentation strategy, and CRM platform-driven campaign development.

• Background in retention, renewal, onboarding, loyalty, or customer experience strategy.

• Familiarity with pet insurance, health insurance, wellness products, or consumer financial protection products.

• Passion for improving the experience of pet parents and helping customers feel informed and supported throughout their relationship with the brand.

Interview Technology Notice: Please note that phone and video interviews or screenings may be recorded and transcribed using interview technology to support our recruitment process. By continuing with the interview, you consent to this use.

Text Messaging Notice: If you provide a mobile phone number, you may receive job-related communications via text message. Message and data rates may apply. You may opt out of text communications at any time by replying “STOP.”

#LI-Remote

All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement savings plan
• Personal Paid Time Off
• Paid holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations
• Pet friendly office environment
• Commuter Benefits
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)

Interview Technology Notice:

Please note that phone and video interviews or screenings may be recorded and transcribed using interview technology to support our recruitment process.

By continuing with the interview, you consent to this use.

Text Messaging Notice:

If you provide a mobile phone number, you may receive job-related communications via text message. Message and data rates may apply.

You may opt out of text communications at any time by replying “STOP.”