SMB Program Specialist

Facilities Management Express • Columbus, OH

14h • $70,000 - $70,000 • Remote

About The Position

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.

Requirements

• 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

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

Benefits

• 100% company-paid health, dental, vision, long and short term disability, and life insurance
• Work from home
• 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
• 401(k)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed