SMB Program Specialist

Facilities Management Express • Columbus, OH

18h • Remote

About The Position

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.

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
• Free snacks, beverages, and office kegerator (when in office)
• 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: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees