• Develop and nurture strong client partnerships, acting as the primary point of contact and trusted advisor to ensure alignment with client goals, compliance requirements, and long-term success. • Proactively present product and services value during quarterly business reviews (QBRs). • Identify and drive upsell and cross-sell opportunities in collaboration with the Sales team to maximize customer lifetime value. • Discover dissatisfaction through usage metrics, surveys, and recurring satisfaction meetings with clients and delivery teams. • Quarterback the resolution of dissatisfaction in a timely manner. • Host renewal meetings to confirm customers will renew. • Continuously refine customer success processes and reporting to improve efficiency, scalability, and outcomes. • Partner with Marketing to support initiatives such as case studies, client communications, and events that strengthen client engagement and showcase success stories.

• Partner with merchants to help them launch, manage, and grow their subscription programs using Stay • Provide hands-on support with feature setup, configuration, and ongoing optimization • Answer technical and non-technical questions and guide merchants on platform best practices • Monitor merchant usage and adoption to ensure customers are successfully using Stay’s features • Use tools like Salesforce and Intercom to manage customer interactions and maintain accurate records • Collaborate with Product, Engineering, and Customer Success teams to resolve issues and improve the merchant experience • Identify opportunities to help merchants improve subscription performance and reach their goals • Document insights and contribute to improving internal processes and resources

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