Senior Lifecycle & Customer Manager

Facilities Management Express • Columbus, OH

2d • Remote

About The Position

As the Senior Lifecycle & Customer Manager at FMX, you will play a pivotal role in owning and optimizing the full customer journey, from initial lead acquisition all the way through to customer retention and expansion. In this high-autonomy role, you will architect our campaign roadmap, build a lifecycle marketing engine from the ground up, and establish customer advocacy motions that compound pipeline over time. You will work closely with the Director of Demand Generation and partner with RevOps to diagnose funnel performance and implement strategies that drive measurable growth across our core segments.

Requirements

• Bachelor’s degree in Marketing, Communications, Business, or a related field (or equivalent experience).
• 5–7 years of B2B SaaS marketing experience, with at least 3+ years owning lifecycle, demand, or customer marketing programs end-to-end.
• Deep, hands-on fluency with Marketo, including the ability to architect programs, debug smart lists, and partner credibly with RevOps.
• Active utilization of AI in your daily workflow (creative production, analysis, briefs, automation) to increase team velocity, with the ability to demonstrate it live.
• Proven track record of owning funnel KPIs (Lead → MQL → SAL → Opp) and driving measurable conversion lift.
• Strong project management skills and a self-starter mentality with the ability to walk into ambiguity, prioritize, and ship without waiting for a roadmap.
• Experience standing up or scaling customer marketing, advocacy programs, and always-on vertical-specific webinars.

Nice To Haves

• Familiarity with Demandbase, Salesforce, Qualified, or vertical SaaS marketing (especially K-12, Higher Ed, or government) is a plus.
• Background in expansion or NRR-focused marketing at a growth-stage company is a bonus.
• A match with our core pillars: Teamwork, Excellence, and Integrity.

Responsibilities

• Build and maintain full funnel visibility, managing dashboards for lead flow, scoring performance, stage-by-stage conversion, and stage aging across K-12, Higher Ed, and Commercial segments.
• Own the Lead to MQL conversion KPI end-to-end.
• Define and assign the campaign roadmap for the campaign execution team, establishing a seamless handoff operating rhythm with clear briefs, success metrics, and a review cadence.
• Design and execute advanced nurture programs that welcome new leads, re-engage cold accounts, follow up after events, and deliver industry-specific content tailored to our unique target audiences.
• Build and scale FMX's customer marketing program, including advocacy, referrals, customer speakers, case studies, and review platform engagement (G2, Capterra, Software Advice).
• Partner with CS and Product Marketing to stand up the expansion pipeline motion through cMQLs, cross-sell/upsell campaigns, customer webinars, and in-product communications.
• Leverage Marketo and CRM platforms to architect programs, manage lead scoring QA alongside RevOps, and tune campaign triggers quarterly.
• Define the metrics framework for lifecycle marketing KPIs, laddering them to pipeline and revenue.
• Publish a recurring state-of-funnel readout to marketing and sales leadership.

Benefits

• 100% company-paid health, dental, vision, long and short term disability, and life insurance.
• Home office stipend: up to $500 for equipment, furniture and accessories.
• $60/month toward home internet connection.
• Generous PTO and UTO (unplanned time off) policies.
• Flexible Schedule.
• Company Performance Bonus.
• 401(k)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior