• Lead, manage and motivate a team of Customer Success Managers focused on actioning renewals, expansions and upsells and driving revenue growth • Drive revenue retention via a highly efficient, scalable customer renewal engine • Generate incremental bookings within existing accounts from subscription expansion and upsell of add-on portfolio products • Help directly manage Tier 1, high priority client relationships • Collaborate with Customer Support to ensure accurate and complete on-boarding of new clients and lanes • Partner with Sales to develop strategies and team goals to improve product penetration rates and expand Keeper’s footprint within existing customer portfolio • Proactively monitor assigned client health through quantitative and qualitative means • Own the optimization of contracts and other documents supporting renewals • Scale, recruit, mentor and grow the account management team, ensuring the right structure, talent and processes are in place for success • Develop and implement sales strategies to meet and exceed monthly and quarterly sales targets • Monitor and manage individual and team performance, providing coaching, training, and feedback to enhance productivity • Conduct regular one-on-one meetings with sales reps to review performance, troubleshoot challenges, and strategize for success • Join customer calls alongside sales reps to provide strategic support, assist in advancing deals toward closure, and deliver real-time coaching to optimize sales conversations and outcomes • Analyze sales data to identify trends, opportunities, and areas for improvement, ensuring accurate forecasting and reporting • Collaborate closely with the marketing team to ensure alignment on lead generation, campaigns, and messaging • Continuously refine and optimize sales processes and tools to improve efficiency and effectiveness • Maintain a deep understanding of Keeper’s product offerings, customer needs, and market dynamics • Drive a high-energy, positive sales culture that motivates the team to perform at their best • Ability to travel to and from customer meetings (locally, nationally, and internationally) & rent and/or operate a vehicle on behalf of the company

Role Description 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. - Lifecycle & Funnel Optimization: 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. - Campaign Architecture: 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. - Email & Nurture Strategy: 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. - Customer Marketing & Expansion: Build and scale FMX's customer marketing program, including advocacy, referrals, customer speakers, case studies, and review platform engagement (G2, Capterra, Software Advice). - Pipeline Motion: 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. - CRM & Marketing Automation: Leverage Marketo and CRM platforms to architect programs, manage lead scoring QA alongside RevOps, and tune campaign triggers quarterly. - Reporting & Analytics: 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. Qualifications - 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. - 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. Requirements - Apply! Submit your resume and answers to the application questions below via the Workable portal. - Phone screen with People Ops: A 30-minute conversation to review your background and experiences, discuss the culture at FMX, and ensure that you understand the general expectations for the role. Also, a great time for you to ask questions about compensation, benefits, etc. - Hiring manager conversation: A 60-minute conversation with the Director, Demand Generation and the VP, Marketing. Be prepared to discuss your background as well as what you’re looking for in your next role and what direction you see your career path taking. Also, this is a great time for you to ask questions about the expectations for this role, team culture, etc. - Take Home Assessment: Selected candidates will complete a funnel diagnostic exercise, such as reviewing a sample funnel and proposing a 30-day plan. - Final Panel Interview: A 60-minute panel interview with cross-functional teammates. - Offer & Onboarding: Candidates who receive an offer will be required to complete a background check prior to onboarding. New hires are also expected to work onsite at our Columbus, OH office during their first week to complete onboarding and connect with the team in person. Benefits - You’ll make a big impact: You’ll have significant influence over the direction of our product and the future of our company. - We value learning and mentorship: We have a training and incentive program and mentorship opportunities. - Competitive benefits: 100% company-paid health, dental, vision, long and short term disability, and life insurance. - Work from home: At FMX, we are remote first, but you’re welcome to use our office as you need. We host one all-company event a year to ensure that you can put a face to a name and establish high-trust relationships with your teammates and coworkers. When you’re in the office, you can take advantage of our free snacks, beverages, and office kegerator. - Home office stipend: We’ll give you everything necessary to do your job (company sponsored laptop, headset, etc.). We will also provide up to $500 to help with equipment, furniture and accessories. You will also get $60/month toward your home internet connection. - Generous PTO and UTO (unplanned time off) policies: If you’re sick, why should that cut into your vacation time? - Flexible Schedule: We offer a flexible schedule to help you manage personal appointments, such as doctor or dentist visits, as long as you're meeting performance expectations and project timelines. - You can wear jeans and tees: Feel free to keep it casual, we do. - You’ll enjoy a collaborative culture and a close-knit team: We're a team of hard-working, high-fiving, friendly folks. We take collaboration, transparency, continuous improvement, and work/life balance seriously. Compensation - The base salary range for this position is expected to be $100,000 annually. This position is also eligible for a Company Performance Bonus. - 401(k) and medical / dental / vision / short and long term disability / life insurance. - Other considerations: The candidate for this position can be located anywhere in the US.

• Du bearbeitest Kunden-Anfragen zu Content-Anpassungen in unseren Produkten: im Jobshop (dem Karriereportal unserer Kunden) und im Chat Agent (unserem KI-basierten Recruiting-Chat) – von der Anfrage bis zur fertigen Lösung. • Du arbeitest in Freshdesk (unserem Tool für Kunden-Tickets und Kommunikation), kommunizierst direkt mit Kunden und bist Bindeglied zwischen dem Customer Success Manager und der Kundenseite. • Du übernimmst Verantwortung für dein eigenes Ticket-Volumen – mit dem Ziel, Antwortzeiten kurz und Qualität hoch zu halten. • Du gestaltest aktiv mit: Prozesse weiterentwickeln, Workflows mit AI-Tools optimieren, gemeinsam überlegen, wie das Team schneller und besser wird.

• Serve as the primary point of contact for a portfolio of government agencies and public entities • Ensure clients are actively using Civic Marketplace and seeing tangible value from it • Own retention and satisfaction metrics across your accounts, with client outcomes as the measure of success • Track open requests, quote activity, and follow-up items; make sure nothing falls through the cracks • Conduct proactive outreach to agencies via phone and email, including personalised follow-up after initial contact • Schedule and coordinate demos, onboarding sessions, and training calls • Chase down suppliers for bids and responses on behalf of agency clients where needed • Maintain a high contact rate and keep a healthy cadence of touchpoints across your account list • Guide agencies through onboarding and initial platform adoption • Provide training and ongoing education to help clients use Civic Marketplace effectively • Identify and resolve issues early, escalating where necessary and following through to resolution • Conduct regular check-ins and business reviews to assess satisfaction and surface growth opportunities • Work closely with the Agencies and Entities Team (VP of Agencies, Director of Engagement, and VP of Strategic Partnerships) to align on priorities and share account intelligence • Feed client insights back into the product and go-to-market teams to inform platform improvements • Support go-to-market initiatives that drive agency acquisition and deeper platform engagement • Coordinate across internal teams to ensure client needs are addressed quickly and completely