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Staples Logo Staples · Sales

Digital Customer Lifecycle Manager

United States, Framingham 96000.00 - 138000.00 USD / Year · Job Posted June 02, 2026
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Job Description

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.

Job Responsibility

  • 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

Requirements

  • Bachelor's degree required or equivalent work experience
  • 8+ years of experience in lifecycle marketing, growth strategy, or digital customer experience
  • 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

Nice to have

  • 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

What we offer

  • Inclusive culture with associate-led Business Resource Groups
  • Flexible PTO (22 days)
  • Holiday Schedule (7 observed paid holidays)
  • Online and Retail Discounts
  • Company Match 401(k)
  • Physical and Mental Health Wellness programs
  • and more
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