This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role involves being a user engagement champion who bridges strategy and execution, working across Product, Data, and Marketing to build cross-channel lifecycle programs that drive user engagement, reactivation, and sustainable growth. - Support day-to-day CRM operations, including one-off sends and multi-step automated journeys across email, SMS, and in-app. - Own assigned CRM strategic initiatives to drive key performance metrics (retention/MAU, CVR, etc.) across various business verticals. - Orchestrate cohesive cross-channel experiences, ensuring message timing, sequencing, and frequency are user-centric. - Coordinate with agency partners to ensure delivery of on-time, quality communications at scale. - Champion rapid experimentation (A/B and multivariate testing), and integrate behavioral triggers, dynamic content, and advanced segmentation to optimize performance. - Identify high-value opportunities to improve user retention, reactivation, and LTV across the customer lifecycle. - Verify CRM campaigns adhere to best practices around tagging, deliverability, and privacy compliance (GDPR, CCPA, etc.). - Adhere to proper documentation and Quality Assurance processes for every message launched. - Prepare and present campaign/program performance reports, CRM strategy presentations, and other project documentation to stakeholders, cross-functional teams, and marketing leadership. - Collaborate with Product Marketing, Product, Data, and Brand to support feature launches and ongoing engagement efforts. - Partner with engineering to maintain/improve the effectiveness of our CRM platform (Braze). Qualifications - 5+ years of hands-on experience building CRM or lifecycle marketing programs at a high-growth B2C company. - Extensive hands-on experience with modern CRM platforms (ideally Braze) and adjacent tooling (e.g. push/SMS platforms, CDPs, Amplitude, Optimizely). - Strong data fluency — able to evaluate campaign performance, run cohort analysis, and translate insights into practical action. - Track record of designing and scaling personalized customer journeys that drive measurable business outcomes. - Strategic mindset with a bias toward experimentation and continuous improvement. - Excellent communication and stakeholder management skills; comfortable working in cross-functional, matrixed teams. - Familiarity with deliverability best practices, regulatory standards (e.g. CAN-SPAM, GDPR, CCPA), and CRM compliance frameworks. - Experience managing content across international markets, with sensitivity to regional behaviors. - Bonus: experience leveraging AI tools to power marketing automation performance and efficiency. Benefits - Make an Impact: Be part of a mission-driven organization making a positive difference in millions of lives every year. - Innovative Environment: Work with a diverse, passionate, and talented team in a fast-paced, forward-thinking atmosphere. - Collaborative Team: Join a fun and collaborative team that works hard and celebrates success together. - Competitive Benefits: Enjoy competitive pay and comprehensive healthcare benefits. - Holistic Support: Enjoy financial assistance for things like hybrid work, family planning, along with generous parental leave, flexible time-off policies, and mental health and wellness resources to support your overall well-being. - Growth Opportunities: Participate in learning, development, and recognition programs to help you thrive and grow. - Commitment to DEI: Contribute to diversity, equity, and inclusion through ongoing initiatives and employee resource groups. - Community Engagement: Make a difference through our volunteering program.

• Act as a trusted expert for clients navigating loan registration and AUS processes • Strengthen client engagement and long-term partnership success • Provide advanced operational support and solutions for complex mortgage scenarios • Mentor junior team members and share best practices • Contribute to improving client success tools, training, and processes • Serve as the primary point of contact for complex client inquiries and escalations • Provide expert guidance on mortgage loan structuring and loan registration processes • Proactively engage key clients to understand evolving needs and potential challenges • Identify opportunities to improve client satisfaction, engagement, and retention • Analyze loan registrations and provide support for new submissions within the eLEND portal • Assist clients with Automated Underwriting System (AUS) runs and loan structuring questions • Troubleshoot registration issues and guide clients through platform workflows • Deliver live and on-demand training on portal functionality, loan processes, and products • Develop training materials, client guides, and digital resources • Analyze client usage data and feedback to identify trends and improvement opportunities • Partner with Sales, Operations, Product, and Underwriting teams to resolve complex client issues • Mentor junior Client Success Analysts on complex cases and best practices • Help refine client success workflows and operational processes

• Develop deep relationships with your clients, including key business executives and power user advocates • Become an expert of your clients’ business, learning their objectives, goals, as well as how they plan to leverage Juniper Square in order to ensure their retention and growth • Proven track record of negotiating optimal solutions, contracts, and expansion opportunities that foster client growth and deepen the broader relationship • Identify and diagnose client operational efficiencies with appropriate services and solutions in order to drive referenceability and client satisfaction • Provide strategic oversight of the product and services offered during implementation, onboarding, growth, and renewal • Create success plans with clients, track mutual KPIs as well as initiatives both related and unrelated to Juniper Square • Monitor and analyze client usage and engagement data to assess account health and proactively address any issues or concerns • Act as an escalation point for clients, working closely with our technical support and product development teams to ensure resolution • Influence internal and external partners to deliver outcomes that not only help our clients but also our company objectives. This includes a strong understanding of contractual commitments as well as identifying new revenue opportunities • Work with Product, Sales, Marketing, Services, Finance, and Engineering teams to create new solutions, services, offerings, and/or product features that reflect the voice of our customers • Meet with clients in person for high-impact activities, like annual business reviews and client events

• Own value delivery for a large, multi-market book of business, ensuring users reach meaningful value milestones through a mix of direct engagement and scaled programs. • Design and run 1:few and 1:many customer touchpoints, including client office hours, training webinars, and value-focused sessions that drive adoption and product understanding. • Partner closely with Account Leads to ensure scaled programs reinforce global business goals, renewals, and expansion efforts. • Help define and refine persona-based value goals and success patterns, translating customer insights from your book of business into repeatable enablement assets and playbooks for the broader customer base. • Collaborate cross-functionally with Product, CS Ops, Growth, Services, Sales and Support to deliver a seamless customer experience. • Monitor program effectiveness using usage data and customer feedback to continuously improve outcomes. • Translate risk signals into effective multi-medium mitigation strategies that address adoption gaps and improve retention outcomes. • Develop and maintain excellent knowledge of the Bluefish product and AI ecosystem to strategically advise customers and contribute to thought leadership.