[Remote] Customer Lifecycle Marketing Specialist

Note: The job is a remote job and is open to candidates in USA. FMX is a cloud-based facility maintenance and management company headquartered in Columbus, Ohio, seeking a Customer Lifecycle Marketing Specialist to enhance their SMB customer experience. This role involves designing and executing scalable engagement programs to drive customer adoption, retention, and satisfaction, while collaborating closely with the Customer Success team.

Responsibilities

• 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
• Serve as a Customer Outcome Manager for a select portfolio of SMB accounts as needed, ensuring retention through driving value, product adoption, and customer satisfaction
• Travel to customer events, conferences, and FMX regional forums as needed

Skills

• A proven knowledge of the FMX software or demonstrated ability to rapidly become an FMX expert
• Experience designing and executing customer engagement programs at scale in a SaaS or Customer Success environment
• Hands-on experience with CRM platforms and automation tools — experience with Planhat is a strong plus
• Demonstrated ability to produce compelling customer-facing content, including webinars, video walkthroughs, and written communications
• A data-driven mindset with the ability to analyze engagement metrics and iterate on programs based on results
• Strong project management skills with the ability to manage multiple programs and deadlines simultaneously
• Experience in Microsoft Office, specifically Microsoft Excel
• The ability to build and nurture relationships with customers and internal stakeholders
• Excellent written and verbal communication skills, with a strong ability to distill complex information into clear, engaging content
• An understanding of when to proactively reach out to customers and how to identify at-risk or high-opportunity accounts
• An innovative way of thinking to creatively solve problems and build programs from the ground up
• A positive, customer-centric attitude
• Self-motivation and strong time management skills, with the ability to thrive in an autonomous, remote-first environment
• Commitment to continuous improvement and a coachable spirit
• Effective presentation and facilitation skills, particularly for hosting live virtual events
• A match with our core pillars: Teamwork, Excellence, & Integrity

Benefits

• 100% company-paid health, dental, vision, long and short term disability, and life insurance.
• Work from home: At FMX, we are remote first, but you’re welcome to use our office as you need.
• We have one all-company event a year to ensure that you can put a face to that name and establish high-trust relationships with your teammates and co-workers.
• When you’re in the office, you can take advantage of our free snacks, beverages, and office kegerator.
• Home office stipend: We’ll give you everything necessary to do your job (company sponsored laptop, headset, etc.).
• We will also provide up to $500 to help with equipment, furniture and accessories.
• You will also get $60/month toward your home internet connection.
• Generous PTO and UTO (unplanned time off) policies: If you’re sick, why should that cut into your vacation time?
• Flexible Schedule: We offer a flexible schedule to help you manage personal appointments, such as doctor or dentist visits, as long as you're meeting performance expectations and project timelines.
• 401(k) and medical / dental / vision / short and long term disability / life insurance.

Company Overview