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About the Role

Level is looking for a hands-on Customer Lifecycle Manager to build the company's customer communications function from the ground up. This role will own the CRM platform, delivery logic, and execution across various communication channels, ensuring messages reach the right person at the right time.

Responsibilities

• Own the selection, implementation, and day-to-day operation of Level’s CRM platform across every channel: in-app messaging, push notifications, email and SMS.
• Define the audience and contact field schema and own the data sync design between the product platform and the CRM tool, in partnership with engineering.
• Build and maintain sender domain authentication, IP warm-up and deliverability monitoring.
• Own the unsubscribe and preference center, suppression lists, and opt-out audit trail for compliance.
• Build and run weekly parent progress reports, platform newsletters, in-app messaging and activity-based outreach tied to student engagement data.
• Own sign-up confirmation and waitlist nurture sequences in partnership with marketing, including the web form-to-platform integration.
• Manage the CRM mechanics for gated beta waves and partner referral cohorts.
• Build free-to-paid conversion, tier upsell, renewal and save programs.
• Develop lapse detection logic and multi-channel sequences reconnecting lapsed families with the product.
• Design and maintain segmentation across four distinct audiences: students, parents, teachers and prospects.
• Own the CRM-side of parental consent flows for under-13 users.
• Define content and cadence differences between subscription tiers, in partnership with publishing.
• Own CRM reporting: open rates, click-through, retention, conversion and win-back metrics.
• Run A/B tests across subject lines, send times, content and flow logic to continuously improve programme performance.

Requirements

• 5+ years of CRM experience building multi-channel lifecycle programmes with measurable retention, engagement, and revenue outcomes.
• Hands-on experience owning a marketing automation and/or engagement communications platform at scale (Braze, Iterable, Customer.io, or equivalent), including implementation and product data integration.
• Deep expertise in audience segmentation, delivery logic and lifecycle architecture across B2C audiences.
• Solid understanding of COPPA and child-directed communication compliance.
• Comfortable with behavioural data, funnel analytics, A/B testing and performance reporting.
• Strong cross-functional partner: you work daily alongside Marketing, Editorial and Engineering.
• Comfortable doing the work yourself, in an environment where the platform and processes are still being built.

Skills

• CRM platform management
• Multi-channel communication (in-app, email, push, SMS)
• Data architecture and integration
• Deliverability infrastructure
• Compliance (COPPA, CAN-SPAM, GDPR)
• Lifecycle marketing programs (retention, engagement, acquisition, monetization, win-back)
• Audience segmentation
• Parental consent management
• Performance reporting and analytics
• A/B testing

Experience Level

• 5+ years of CRM experience

About the Company

• Level is a learning technology company dedicated to helping students build real academic and life skills with confidence and joy.
• We combine proven curriculum principles with world class interactive design to make meaningful practice something students want to come back to.
• We support what teachers, schools, and parents are already doing by increasing student engagement with high quality, standards aligned practice that reinforces classroom learning.
• We are committed to helping every person maximize their potential and live a life of meaning.