Customer Lifecycle Marketing Specialist

Facilities Management Express • Columbus, Ohio, United States

No Relocation

Posted: April 29, 2026

Job Description

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 SMB Program 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 SMB Program Specialist, you will:

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

Preferred 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 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

The hiring process for this role:

Apply! Submit your resume and answers to the application questions below via the Workable portal
Phone screen with People Ops: A 30-minute conversation to review your background and experiences, discuss the culture at FMX, and ensure that you understand the general expectations for the role. Also, a great time for you to ask questions about compensation, benefits, etc.
Hiring manager conversation: A 60-minute conversation with the hiring team. Be prepared to discuss your background as well as what you’re looking for in your next role and what direction you see your career path taking. Also, this is a great time for you to ask questions about the expectations for this role, team culture, etc.
Final Interview: A 60-minute peer interview with teammates on the SMB team.
Offer & Onboarding: Candidates who receive an offer will be required to complete a background check prior to onboarding. New hires are also expected to work onsite at our Columbus, OH office during their first week to complete onboarding and connect with the team in person.

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