Facilities Management Express

Customer Lifecycle Marketing Specialist

Columbus, OH (Remote)

Salary Not AvailableMid LevelFull time

Posted 3 months ago

Job Summary

Own SMB engagement at scale by designing a reusable programming system for 2,000+ accounts, blending education, automation, and proactive outreach to improve adoption and retention.

  • Own multi-channel campaigns, webinars, and live events that surface real customer trends and drive measurable adoption.
  • Build and manage automated playbooks, health signals, and data-informed outreach in Planhat to convert insights into action.
  • Collaborate with the SMB Outcomes team to ensure programs address customer needs and surface upsell opportunities.

Job Description

  • Design, build, and continuously improve a scalable SMB programming system that drives customer engagement, product adoption, and retention across 2,000+ accounts
  • Plan and execute multi-channel customer communication campaigns including email blasts, newsletters, and targeted outreach sequences
  • Host and produce customer-facing webinars, virtual events, and live Q&A sessions on topics informed by real customer trends and pain points
  • Develop customer education content such as video walkthroughs, help guides, and best practice resources that reduce inbound outreach and increase self-sufficiency
  • Build and manage automated playbooks, workflows, and health score triggers in Planhat (CRM) to enable proactive, data-driven customer engagement at scale
  • Analyze customer data and inbox trends to identify the most pressing pain points across the SMB segment and translate those insights into actionable programming
  • Collaborate closely with the SMB Customer Outcome Manager team to ensure programming addresses real customer needs and aligns with account-level outreach
  • Track, report on, and continuously optimize program performance metrics including open rates, webinar attendance, adoption indicators, and retention outcomes
  • Identify opportunities for upsell and cross-sell through programmatic touchpoints, surfacing qualified leads for the COM team
  • Manage and record all program activities, campaign results, and customer engagement data in Planhat

Marketing Team

Marketing Roles Posted (Last 30 Days)
1

Customer Lifecycle Marketing Specialist

Facilities Management Express · Columbus, OH · Remote