Product Manager, Lifecycle

Location: Remote or Chattanooga, TN Type: Full-time Team Size: Small, high-impact product team About Legacybox We help families preserve the things that only exist once. From VHS tapes and film reels to printed photos, negatives, slides, DVDs, camcorder cassettes, memory cards, and phones, we digitize the media that matters most so families can revisit and share those moments for generations to come. But we believe the future of Legacybox is much larger than digitization alone. We are building a long-term family memory platform designed to help families preserve, organize, explore, and share their history together. We are not in the digitization business. We are in the irreplaceable business. The Role We are hiring a Product Manager, Lifecycle to own and improve the customer experience after purchase. This role sits within the Product organization and operates at the intersection of product, customer experience, lifecycle communications, operations, and subscriptions. You will be responsible for ensuring customers experience clarity, confidence, and momentum at every stage of their journey with Legacybox. That means orchestrating and improving: • Transactional emails • App notifications • Onboarding flows • Order tracking experiences • Subscription upgrade and retention flows • Customer-facing operational UX • Printed inserts and packaging collateral • Customer education and status communication This is not a traditional project management or email marketing role. We are looking for someone who thinks systemically about customer trust and understands that communication is part of the product experience itself. What You’ll DoOwn the Post-Purchase Customer Journey • Map and continuously improve the end-to-end customer lifecycle after purchase • Identify and eliminate moments of customer confusion, anxiety, and friction • Ensure customers always understand: • What is happening • What happens next • What is expected of them • What Legacybox is doing on their behalf Manage Customer Communication Systems • Own transactional email flows and lifecycle messaging • Define customer notifications across web and app • Improve order tracking and operational visibility • Coordinate customer-facing messaging across product, marketing, CX, and operations • Oversee customer-facing printed collateral included in shipments Drive Product & Operational Improvements • Partner closely with Engineering, Design, Marketing, CX, and Operations • Write requirements and workflows for lifecycle improvements • QA customer-facing experiences before launch • Help prioritize improvements that increase trust and reduce support burden Improve Retention & Revenue • Increase subscription adoption and upgrades • Improve retention and reduce churn • Identify opportunities for post-purchase upsells and deliverables • Improve activation and engagement within the Legacybox app Build Better Customer Certainty • Create proactive communication systems that reduce customer anxiety • Improve operational transparency throughout digitization and fulfillment • Ensure the customer experience consistently reflects the quality and trust Legacybox stands for What We’re Looking For • 4+ years experience in lifecycle, retention, CRM, customer journey, product operations, or related roles • Experience at a modern DTC, subscription, marketplace, or consumer technology company • Strong systems thinking and operational rigor • Exceptional written communication instincts • High attention to detail and strong executive function • Comfortable collaborating with engineers and designers • Familiarity with lifecycle tooling such as Klaviyo, Braze, Iterable, Customer.io, or similar • Experience working with customer states, event-triggered systems, or lifecycle automation • Ability to independently drive initiatives from concept through execution Nice to Have • Experience with Shopify ecosystems or e-commerce operations • Experience with subscription businesses • Familiarity with app notifications and mobile lifecycle systems • Experience improving onboarding, activation, or retention metrics • Experience working with physical products or logistics-heavy businesses What Success Looks Like • Customers feel informed and confident throughout their experience • NPS and customer satisfaction improve • Support volume decreases because communication improves • Subscription conversion and retention increase • Deliverables and upsell attachment rates improve • The Legacybox app becomes a more central part of the customer relationship • The customer experience feels coherent, thoughtful, and trustworthy across every touchpoint Interview Process We respect your time and keep our process focused and efficient. 1. Initial Screen (30 min) Get to know each other. Discuss your experience, our operations and roadmap, and what you’re looking for. 2. Deeper Discussion (60 min) Deep dive into your past work. 3. Take Home Challenge A domain-specific challenge for you to solve and present a solution. 4. Team Fit (45 min) Meet the team. Discuss working style, collaboration approach, and ask us anything. This is for you to evaluate us as much as us evaluating you. 5. Final Discussion (30 min) Talk about compensation, logistics, and next steps. If we’re both excited, we’ll make an offer. Total time commitment: approximately 4–5 hours over 2–3 weeks Compensation & Benefits Salary Competitive salary based on experience and location. Benefits • Health insurance — Medical, dental, vision (100% premium covered for employee) • 401(k) matching • PTO — Actually encouraged to use it • Remote work — Work from anywhere in the US • Professional development — Conference tickets, courses, books • Latest equipment — MacBook Pro, external monitors, accessories Perks • Flexible hours — Core overlap time, but otherwise work when you’re most productive • Quarterly team offsites — In-person collaboration and team building • Free Legacybox service — Digitize your own family memories Why Join Us This is a rare opportunity to help shape a category-defining company at a pivotal moment in its growth. Our customers trust us with some of the most meaningful objects in their lives: home videos, photos, film reels, and family archives that hold their story. That emotional weight is real, and this role sits directly at the center of how customers experience that trust. We’re building toward an ambitious future, expanding into new business channels and new ways to help families preserve, experience, and share their memories together. You will help define how a modern family memory platform communicates, reassures, guides, and delights customers at scale. Work Environment We embrace a flexible approach to work. Many of our team members are fully remote, and we value results, communication, and craftsmanship above location. We also take great pride in our hometown of Chattanooga and our facilities there: our downtown office and our digitization facility, where thousands of family memories are carefully handled and converted every day. Whether working from home or visiting in person, you’ll be part of a team deeply rooted in a sense of place and committed to quality and care. You’re always welcome in Chattanooga.