Customer Success Manager

• Drive Reg→Purchase conversion through triggered post-quiz, paywall-abandonment, and onboarding sequences across email, SMS, and web push.
• Own first-purchase activation across the first 7 days.
• Differentiate renewal sequences by plan tier (1 / 3 / 6 month).
• Build pre-cancel intervention flows — pause offer, plan-switch, value reminder — using captured cancel reason.
• Move the dial on month-1 rebill rate, the single most leveraged metric in our subscription economics.
• Build the reactivation engine for the cancelled cohort — across email and SMS, personalized by cancel reason and tenure.
• Recover revenue from a base that is currently dormant due to deliverability issues.
• Own the CRM-driven path to add-on products (Resume Review, Resume Builder): timing, segmentation, copy, channel.
• Lead the migration off our current ESP onto our chosen omnichannel platform (Maestra is the current candidate; Customer.io is the alternative).
• Recover and maintain email domain reputation.
• Stand up SMS as a first-class channel — including US compliance (TCPA, A2P 10DLC).
• Stand up web push and orchestrate cross-channel flows (email → SMS → push cascades).
• Implement incremental measurement with holdouts on every flow. We don't want activity reports — we want incremental revenue, attributable and defensible.
• Expected Outcomes First 3 Months: Email deliverability restored to historical baseline.
• Expected Outcomes First 3 Months: Reactivation campaign launched with measurable incremental conversion against a holdout.
• Expected Outcomes First 3 Months: Differentiated renewal flows live for 1 / 3 / 6 month plans.
• Expected Outcomes First 3 Months: Decision (signed off with engineering) on omnichannel platform: migrate to Maestra or alternative.
• Expected Outcomes First 6 Months: SMS and web push live as ongoing production channels in lifecycle flows.
• Expected Outcomes First 6 Months: Measurable lift in Reg→Purchase conversion via paywall-abandonment and post-registration triggered sequences.
• Expected Outcomes First 6 Months: Measurable lift in month-1 rebill rate via differentiated and intervention flows.
• Expected Outcomes First 6 Months: Add-on attach rate (Resume Review, Resume Builder) materially up via CRM-driven sales sequences.
• Expected Outcomes First 6 Months: Per-flow incremental revenue reported weekly via proper holdout methodology.
• Expected Outcomes 12 Months: CVM channel contributing as a top-3 incremental revenue source for the company.
• Expected Outcomes 12 Months: Cross-channel lifecycle strategy (email + SMS + web push + iMessage/RCS as those channels mature in the US) live and documented.
• Expected Outcomes 12 Months: Process documentation and tooling stable enough to remove key-person risk.

CRM Lead – CVM, Lifecycle, Retention Marketing

• Drive Reg→Purchase conversion through triggered post-quiz, paywall-abandonment, and onboarding sequences across email, SMS, and web push.
• Own first-purchase activation across the first 7 days.
• Differentiate renewal sequences by plan tier (1 / 3 / 6 month).
• Build pre-cancel intervention flows — pause offer, plan-switch, value reminder — using captured cancel reason.
• Move the dial on month-1 rebill rate, the single most leveraged metric in our subscription economics.
• Build the reactivation engine for the cancelled cohort — across email and SMS, personalized by cancel reason and tenure.
• Recover revenue from a base that is currently dormant due to deliverability issues.
• Own the CRM-driven path to add-on products (Resume Review, Resume Builder): timing, segmentation, copy, channel.
• Lead the migration off our current ESP onto our chosen omnichannel platform (Maestra is the current candidate; Customer.io is the alternative).
• Recover and maintain email domain reputation.
• Stand up SMS as a first-class channel — including US compliance (TCPA, A2P 10DLC).
• Stand up web push and orchestrate cross-channel flows (email → SMS → push cascades).
• Implement incremental measurement with holdouts on every flow. We don't want activity reports — we want incremental revenue, attributable and defensible.

CRM, CVM, Lifecycle, Retention Marketing Lead

• Diseñar, implementar y auditar la arquitectura de tracking (tags, eventos, atribución) para garantizar la calidad del dato en todas las etapas del funnel.
• Monitorear y reportar el desempeño de campañas por producto, identificando desviaciones y oportunidades de optimización en coordinación con agencias y central de medios.
• Extraer insights accionables del comportamiento de usuarios a lo largo del funnel desde métricas de awareness hasta datos transaccionales, conectando inversión con resultado de negocio.
• Evaluar, implementar y mantener las herramientas de marketing (CRM, analytics, automatización), asegurando su correcta integración y uso.
• Detectar oportunidades de crecimiento a partir del análisis cruzado de datos de input y output, traduciendo hallazgos en recomendaciones estratégicas para el equipo.
• Realizar otras funciones afines o complementarias asignadas por su jefe inmediato superior.

Analista de CRM y Marketing

• Maximizar el valor del usuario desde su primer crédito hasta convertirse en un cliente habitual y rentable, en todos los productos y mercados donde Vana opera con un sistema de lifecycle escalable, data-driven y aumentado con IA.
• Estrategia de ciclo de vida
• Ejecución técnica en Customer.io
• IA aplicada a lifecycle
• Analytics y optimización
• Liderazgo y colaboración transversal

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