CRM Lead

Job description

CRM LEAD Harper is an AI-native commercial insurance company in San Francisco. We're not bolting AI onto insurance — we're rebuilding the entire business as software, on a simple bet: turning expert human judgment into compute is one of the largest transitions left to make, and a trillion-dollar industry still run 90% by hand is the place to prove it. We've grown ~100x in the last year and we move at that speed — on-site, in person, long days, very high standards. Almost no one joins Harper for insurance; they join to build the company that replaces how it works. THE ROLE Acquisition gets a customer in the door; you own everything after. Harper has thousands of customers and adds ~1,000 more a month, and what happens after they sign matters as much as how they got here. Every gap in the lifecycle is a revenue leak: policies that lapse, referrals that never happen, customers who forget Harper exists until something breaks. You own the systems and campaigns that close those gaps and keep Harper indispensable — not just at renewal, but at every moment in between. You're a CRM and lifecycle marketer who thinks in revenue, not sends — equal parts strategist and executor, designing a segmentation model in the morning and QA'ing a drip sequence in the afternoon. You report to the Head of Marketing and work hand-in-hand with the growth and product teams. Winning in 6–12 months looks like a measurably healthier customer base, a repeatable lifecycle playbook, and a CRM that's a revenue driver — not a support function. WHAT YOU'LL DO - Own the full CRM strategy. Design and run lifecycle programs that drive retention, upsell, cross-sell, and referrals across Harper's customer base. - Build and optimize automated sequences. Trigger-based, behavior-driven campaigns that reach customers at the right moment with the right message. - Find and close revenue leaks. Audit the journey for where policies lapse, engagement drops, or referrals stall — then build the programs that fix it. - Segment and personalize. Build audiences by industry, policy type, lifecycle stage, and engagement signal to drive relevance at scale. - Own referral and advocacy. Turn happy customers into a growth channel with structured referral and testimonial programs. - Drive measurable revenue. Tie every program to retention, LTV, and revenue impact — not vanity metrics. WHO YOU ARE - You've owned CRM end-to-end for a company with a large, active customer base — not just managed a tool. - You think in revenue terms: retention, expansion, referral, and reactivation — and you report on LTV and revenue, not open rates. - You've built segmentation strategies from scratch and can explain the logic behind every audience you create. - You're as comfortable writing the brief for a drip sequence as you are pulling cohort data to evaluate it. - You've worked in a fast-moving environment where you had to prioritize ruthlessly and ship quickly. - You believe the best CRM is invisible to the customer — it just feels like the company knows them. - You're based in San Francisco or willing to relocate. THE REALITY — READ THIS BEFORE YOU APPLY This is a revenue seat, measured in retention, LTV, and lifecycle-driven revenue — not opens, clicks, or sends. It's on-site in San Francisco, in person, long days, high standards. The customer base is thousands of businesses and growing every month, which means the leaks are real and they're yours to find and fix — often before anyone else notices them. You'll calibrate lifecycle programs against what the business actually needs at each moment, so the job is as much operational discipline and data judgment as it is marketing instinct. This is explicitly not a batch-and-blast email role, and it isn't a place to manage a plan someone else owns. Almost no one takes it for insurance — they take it because owning the full post-acquisition relationship for a company growing ~100x, with a direct line to revenue, is a rare seat. If being measured that directly is the appeal, apply. If it's a deterrent, it won't get easier here. COMPENSATION & LOGISTICS - Salary: $150,000–$190,000, plus performance bonus and equity. - Location: On-site, San Francisco. Based here or willing to relocate. - Schedule: Monday–Friday, long days, in the building with the team. BENEFITS - Uber commuter benefits - Meals provided — breakfast, lunch, and dinner - Snacks, drinks, and coffee stocked daily - Free gym membership - Health, dental, and vision insurance REQUIREMENTS - 5+ years of CRM or lifecycle marketing experience, with direct ownership of retention and engagement outcomes - Hands-on experience building automated campaigns in at least one major CRM or marketing automation platform (HubSpot, Salesforce Marketing Cloud, Klaviyo, Iterable, Braze, or comparable) - Proven track record improving retention, reducing churn, or increasing LTV through lifecycle programs - Strong analytical skills — comfortable working with customer data to segment audiences and measure campaign impact - Experience collaborating with product, sales, or customer success teams to align on lifecycle moments and messaging - Excellent written communication — able to brief and evaluate copy across a range of tones and formats - This is not a brand, content, or comms role NICE TO HAVE - Experience in insurance, fintech, or another regulated industry with complex customer relationships - Familiarity with SMB customer bases and the triggers and behaviors unique to small business owners - Experience designing referral or advocacy programs - Working knowledge of data tools and CRM analytics (SQL, Looker, Mixpanel, or similar) - Background scaling CRM in a high-growth startup environment PROCESS - People screen — fit and alignment - Lead screen — skills and judgment - Super day — how you operate in real time TO APPLY Send your resume and one lifecycle program you built that moved retention or revenue — what you built, and what it did.