ABOUT GREEN DROP
We're an auto repair brand on a mission to make car care suck less. Eight shops across Portland and Vancouver, a growing membership program, and a customer base that sticks with us because we keep it real.
We're also expanding fast — building out our own customer portal, an iOS app, and a growing stack of digital touchpoints. We're not a traditional auto shop and we don't want to hire like one. If you're excited about designing what comes next — and challenging the status quo of what customer experience looks like in this industry — you'll like it here.
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THE ROLE IN TWO LINES
We're hiring a Customer Lifecycle Manager to own how customers experience Green Drop during and between visits. Every SMS, every email, every sign in the lobby and the feelings they conjure in between. You paint the Green Drop feel on top of our incredible technician work — reliable assurance, certainty, and joy — and you build the systems that keep it running.
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WHY THIS SEAT MATTERS
Our membership is growing, our shops are busy, and our customers stick with us. But we don't yet have a dedicated seat obsessed with what happens between visits — someone whose entire job is to make sure the membership actually delivers, the touchpoints feel like Green Drop, and the customer journey gets better every quarter. This is that seat — the first dedicated lifecycle hire at Green Drop, with real budget, leadership air cover, and room to build.
But this is bigger than any single number. You'll take the plain, monolithic "grease trap" auto shop stereotype and paint it with reliable assurance, certainty, and joy. Each SMS you send brings a small moment of care by saying the right thing at the right time. Each touchpoint you create is crafted to make the next move easier, clearer, and smiley-er. You'll wear the customer's shoes every day, make sure the laces are tied tight, and pick out (or knit!) the best socks for the journey.
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THE JOURNEY YOU'LL DESIGN FOR
Every customer moves through the same arc — and every arc is your canvas:
- Pre-appointment — the confirmation, the reminder, the calendar link, the expectation that they're about to be taken care of
- Arrival — the sign, the parking cue, the handoff script, the first impression that says "you're in the right place"
- During the appointment — the status SMS, the "results ready" nudge, the portal update that spares them the phone call
- Checkout — the charge-on-file that skips the line, the brief close, the receipt that arrives before they're back in the car
- Post-appointment — the recap that reminds them what we did and why it mattered, the review ask on the right day, the membership pitch at the moment of highest satisfaction
- Between visits — the declined-work follow-up, the seasonal reminder, the reactivation, the reason they think of us before they think of anyone else
Each of these is a place where the Green Drop feel either shows up — or doesn't. Your job is to make sure it does, every time.
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WHAT YOU'LL ACTUALLY DO
- Inherit and conquer our Customer Operating Map — a stage-by-stage inventory of every touchpoint from Discovery through Post-service. Ship assets for every turn. Find the turns we missed. Refine obsessively.
- Own Customer.io. Every triggered SMS, dunning email, and reactivation sequence lives here. You own the schema, the segmentation, the sends, the tests.
- Build the activation funnel. Design the onboarding sequences and first-visit prompts that get new members using their membership sooner rather than later.
- Run the reactivation playbook. Bring dormant members back with smart, sequenced outreach — not generic newsletter blasts.
- Own the at-risk recovery flow. Build the automated payment retry and outreach cadence end-to-end.
- Paint the physical touchpoints. Lobby signage, wayfinding, digital display content, front-desk handoff cues — same care as our digital comms.
- Help shape the tech we're building. Portal, iOS app, growing suite of connected touchpoints — you're a lifecycle stakeholder in the roadmap.
- Write the copy. Lifecycle emails, SMS, push, in-shop — all of it. Voice matters.
- Shape the membership product itself. Real input on what we sell and how it evolves, not just how we market it.
- Stand up the analytics. Weekly scoreboard, monthly campaign performance, quarterly cohort curves.
- Cross over to non-members. Build lifecycle motion for return customers, lapsed customers, and post-service nurture too.
- Partner with our reception + inbound lead. She catches customer signal daily; you turn it into systemic fixes.
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WHAT WE'RE LOOKING FOR
REQUIRED
- 2+ years building production lifecycle flows in Customer.io (strongly preferred) or comparable platform — Iterable, Braze, Klaviyo. You will be the seat owner of Customer.io here.
- Real experience designing and running automation flows — event triggers, branching logic, segmentation (behavioral, demographic, lifecycle-stage, RFM), winback and reactivation
- Data/CRM depth. Comfortable with data platforms (Supabase in our stack), inspecting data, defining event schemas, working with our Tekmetric → Supabase → Customer.io pipeline
- A/B testing — hypothesis design, sample sizing, reading results without overclaiming significance
- Copywriting for lifecycle comms (email, SMS, push, in-shop) — voice and brand-fit are part of the job, not handed off
- Light visual design in Canva or Adobe — competent email visuals, SMS graphics, one-pagers without needing a full designer
- Obsessive storyteller. See the customer journey as a story worth telling well. Hunt for friction. Hide easter eggs that spark a memory.
- Systems builder, not one-off crafter. You build scalable architecture — sequences, segmentation, triggers — that runs and can be calibrated. You design, write, and ship. No briefing work out and waiting.
- Excited to challenge the status quo. If you've ever received a generic post-service email from a shop and thought "I could do this so much better" — this is your seat.
- Brand translator across surfaces. You convey Green Drop's spirit through physical AND digital touchpoints — an SMS, a sign in the lobby, a digital display, a follow-up email. Comfortable in-shop, at member events, and behind a keyboard.
NICE TO HAVE
- SQL or BI tool familiarity (Looker, Mode, Tableau)
- HTML/CSS for email template adjustments
- Prior experience in subscription, membership, or recurring-revenue businesses
- Familiarity with GoTo Connect and Twilio (for the messaging layer of our IVR — not full IVR admin)
- Auto industry background (not required — we hire for the operator, not the domain)
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HOW WE'LL SUPPORT YOU
We know the ask is broad. Here's what we bring back:
- We won't hand you a login and vanish. We'll walk you through the systems, the data, what's built, what's half-built, and what's still on the whiteboard. If you're stuck at any point — ask. Asking for help isn't weakness here, it's part of the job.
- We don't expect you to have all the answers on day one. We do expect you to form strong theses and have the conviction to test them.
- Growth is built in. As you own more, we grow the seat around what you're good at. As the program grows, so does your bonus. As we learn, so do you — we invest in the tools, the training, and the time to get better at this craft.
- Challenge us. If something we're doing isn't working, we want to hear it. If you think there's a better way, we want to try it. This role gets better when you push back.
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WHAT WE OFFER
- $75K base with room for growth
- Meaningful bonus tied to membership growth and retention KPIs — real upside if we move the needle together
- Real ownership of the program with a direct line to leadership
- Health, dental, PTO, 401k — the usual, plus the perks of working at a place that doesn't pretend to be something it isn't
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HOW TO APPLY
Send us a resume plus a 2-paragraph note about a lifecycle program you built end-to-end. Include the platform, the audience, the metric you moved, and one thing you'd do differently in hindsight.
Apply via [link TBD]. Questions? Email [TBD].
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WORK ENVIRONMENT & LEGAL
This role is primarily desk-based with regular in-shop presence at our Portland and Vancouver locations. The employee should be able to sit, stand, walk, and use a computer for extended periods. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.
This posting outlines the primary responsibilities and requirements but is not exhaustive; other job-related duties may be assigned. Employment is at-will.
Green Drop Company is an Equal Opportunity Employer, drug-free workplace, and complies with ADA regulations as applicable.
Pay: $75,000.00 - $85,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Health savings account
- Paid time off
- Retirement plan
- Vision insurance
Work Location: In person
