Customer Lifecycle Marketing Specialist

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Design, develop, and consistently enhance a scalable SMB programming framework that fosters customer engagement, product adoption, and retention across more than 2,000 accounts.

• Strategize and implement multi-channel customer communication initiatives, including email campaigns, newsletters, and targeted outreach sequences.

• Host and produce customer-focused webinars, virtual events, and live Q&A sessions on topics derived from actual customer trends and challenges.

• Create customer education materials such as video tutorials, help guides, and best practice resources that minimize inbound inquiries and promote self-sufficiency.

• Construct and oversee automated playbooks, workflows, and health score triggers in Planhat to facilitate proactive, data-driven customer engagement on a large scale.

• Examine customer data and inbox trends to pinpoint the most urgent pain points within the SMB segment and convert those insights into actionable programming.

• Work closely with the SMB Customer Outcome Manager team to ensure that programming responds to genuine customer needs and aligns with account-level outreach.

• Monitor, report on, and continually refine program performance metrics such as open rates, webinar attendance, adoption indicators, and retention outcomes.

• Recognize upsell and cross-sell opportunities through programmatic interactions, identifying qualified leads for the COM team.

• Document and track all program activities, campaign results, and customer engagement data within Planhat.

• Act as a Customer Outcome Manager for a designated portfolio of SMB accounts as necessary, ensuring retention by delivering value, promoting product adoption, and enhancing customer satisfaction.

⛳️ Requirements

• Proven expertise in FMX software or a demonstrated ability to quickly become proficient in FMX.

• Experience in designing and executing customer engagement programs on a large scale within a SaaS or Customer Success setting.

• Practical experience with CRM platforms and automation tools — familiarity with Planhat is a significant advantage.

• Demonstrated capability to produce engaging customer-facing content, including webinars, video tutorials, and written communications.

• A data-driven approach with the capacity to analyze engagement metrics and refine programs based on outcomes.

• Strong project management abilities with the capability to oversee multiple programs and deadlines concurrently.

• Proficiency in Microsoft Office, particularly Microsoft Excel.

• Exceptional written and verbal communication skills, with a strong aptitude for simplifying complex information into clear, engaging content.

• Understanding of proactive customer outreach and the ability to identify at-risk or high-opportunity accounts.

• Innovative thinking to creatively address challenges and develop programs from the ground up.

• Commitment to continuous improvement and a willingness to learn.

• Strong presentation and facilitation skills, especially in hosting live virtual events.

🏝️ Benefits

• 100% company-paid health, dental, vision, long and short-term disability, and life insurance.

• Home office stipend of up to $500 for equipment, furniture, and accessories.

• $60/month contribution towards home internet expenses.

• Generous PTO and UTO policies to ensure that sick time does not interfere with vacation time.

• Flexible schedule to accommodate personal appointments as long as performance expectations are met.

• Opportunity to significantly influence the direction of the company.