SMB Program Specialist

Are you a creative strategist who thrives on making an impact at scale? Do you love turning customer insights into programs that drive real results? Are you energized by the challenge of building something new within a fast-growing, mission-driven team? Then we’re looking for you!We’re expanding our Customer Success team with a brand-new role designed to take our SMB customer experience to the next level. As we continue to grow our book of business we need a dedicated leader who can create and execute scalable programming that keeps our customers engaged, successful, and growing with FMX.The Customer Lifecycle Marketing Specialist is a part of the Customer Success team, otherwise known as FMX’s secret weapon. We stand out in the industry due to our best-in-class Customer Success, which has earned us a 98% customer satisfaction rating! The main objective of this role is to design and execute a scalable engagement program for SMB customers; including email campaigns, webinars, video content, and automated workflows that drives user adoption, retention, and satisfaction across the entire SMB segment. As a safeguard, this role may also carry a small portfolio of SMB accounts and step in as a Customer Outcome Manager when needed. You’ll be working in a fast-paced, high-energy, and collaborative environment, where you’ll be expected to show up every day and positively impact the strategy and culture of the company.Responsibilities:As the Customer Lifecycle Marketing Specialist, you will:Design, build, and continuously improve a scalable SMB programming system that drives customer engagement, product adoption, and retention across 2,000+ accountsPlan and execute multi-channel customer communication campaigns including email blasts, newsletters, and targeted outreach sequencesHost and produce customer-facing webinars, virtual events, and live Q&A sessions on topics informed by real customer trends and pain pointsDevelop customer education content such as video walkthroughs, help guides, and best practice resources that reduce inbound outreach and increase self-sufficiencyBuild and manage automated playbooks, workflows, and health score triggers in Planhat (CRM) to enable proactive, data-driven customer engagement at scaleAnalyze customer data and inbox trends to identify the most pressing pain points across the SMB segment and translate those insights into actionable programmingCollaborate closely with the SMB Customer Outcome Manager team to ensure programming addresses real customer needs and aligns with account-level outreachTrack, report on, and continuously optimize program performance metrics including open rates, webinar attendance, adoption indicators, and retention outcomesIdentify opportunities for upsell and cross-sell through programmatic touchpoints, surfacing qualified leads for the COM teamManage and record all program activities, campaign results, and customer engagement data in PlanhatServe as a Customer Outcome Manager for a select portfolio of SMB accounts as needed, ensuring retention through driving value, product adoption, and customer satisfactionTravel to customer events, conferences, and FMX regional forums as neededRequirementsPreferred Experience & Qualities:What are we looking for in this role?A proven knowledge of the FMX software or demonstrated ability to rapidly become an FMX expertExperience designing and executing customer engagement programs at scale in a SaaS or Customer Success environmentHands-on experience with CRM platforms and automation tools — experience with Planhat is a strong plusDemonstrated ability to produce compelling customer-facing content, including webinars, video walkthroughs, and written communicationsA data-driven mindset with the ability to analyze engagement metrics and iterate on programs based on resultsStrong project management skills with the ability to manage multiple programs and deadlines simultaneouslyExperience in Microsoft Office, specifically Microsoft ExcelThe ability to build and nurture relationships with customers and internal stakeholdersExcellent written and verbal communication skills, with a strong ability to distill complex information into clear, engaging contentAn understanding of when to proactively reach out to customers and how to identify at-risk or high-opportunity accountsAn innovative way of thinking to creatively solve problems and build programs from the ground upA positive, customer-centric attitudeSelf-motivation and strong time management skills, with the ability to thrive in an autonomous, remote-first environmentCommitment to continuous improvement and a coachable spiritEffective presentation and facilitation skills, particularly for hosting live virtual eventsA match with our core pillars: Teamwork, Excellence, & IntegrityThe hiring process for this role:Apply! Submit your resume and answers to the application questions below via the Workable portalPhone screen with People Ops: A 30-minute conversation to review your bac