CRM Specialist

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, not something they struggle through. We support what teachers, schools, and parents are already doing by increasing student engagement with high quality, standards aligned practice that reinforces classroom learning. That’s why we’re building: For students: Rewarding and motivating learning experiences that meet students where they are to build real academic proficiency. For educators: Tools that fit naturally into instruction and help students stay engaged while reducing teacher workload. For parents: Activities that help your kid catch up or get ahead, build confidence, and minimize homework battles, whether learning at school or at home. We are committed to helping every person maximize their potential and live a life of meaning. It’s a difficult problem that requires brilliant people and tremendous effort over time. Level is looking for a hands-on Customer Lifecycle Manager to build Level’s customer communications function from the ground up. You will own the CRM platform, the delivery logic and the execution across in-app messaging, email, push notifications and beyond. Marketing and editorial own the message. You own everything that gets it to the right person at the right time. RESPONSIBILITIES Platform & Infrastructure - Platform selection and implementation: 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 - Data architecture: Define the audience and contact field schema (role, tier, grade, language, geo, consent state) and own the data sync design between the product platform and the CRM tool, in partnership with engineering - Deliverability infrastructure: Build and maintain sender domain authentication, IP warm-up and deliverability monitoring ahead of launch - Compliance infrastructure: Own the unsubscribe and preference center, suppression lists, and opt-out audit trail required for COPPA, CAN-SPAM and GDPR compliance Lifecycle Programs - Retention and engagement: Build and run weekly parent progress reports, platform newsletters, in-app messaging and activity-based outreach tied to student engagement data. - Pre-launch acquisition: Own sign-up confirmation and waitlist nurture sequences in partnership with marketing, including the web form-to-platform integration. - Cohort and invite-code onboarding: Manage the CRM mechanics for gated beta waves and partner referral cohorts, including cohort tagging schema. - Monetisation: Build free-to-paid conversion, tier upsell, renewal and save programs that communicate real value at the right moment. - Win-back: Develop lapse detection logic and multi-channel sequences reconnecting lapsed families with the product Audience & Segmentation - Segmentation architecture: Design and maintain segmentation across four distinct audiences: students (COPPA-compliant, in-app and parent-routed), parents (primary paying customer), teachers and prospects - COPPA parental consent: Own the CRM-side of parental consent flows for under-13 users, including consent confirmation communications and compliant platform configuration - Per-tier logic: Define content and cadence differences between subscription tiers, in partnership with publishing Analytics & Optimisation - Performance reporting: Own CRM reporting: open rates, click-through, retention, conversion and win-back metrics - and surface insights to Publishing and Editorial - Testing: Run A/B tests across subject lines, send times, content and flow logic to continuously improve programme performance QUALIFICATIONS - Experience: 5+ years of CRM experience building multi-channel lifecycle programmes with measurable retention, engagement, and revenue outcomes - Pl…