• Provide industry and platform expertise to help customers derive valuable insights from our product • Advise customers on best practices in order to drive maximum value and ROI from the platform • Partner with Account Managers to build growth strategies for your book of business and work with them to secure successful renewals and expansions • Empower customers to connect their goals and challenges with Sendoso’s offerings • Build trusted relationships with key stakeholders within customer organizations to drive adoption, ensure renewals, and create new revenue opportunities • Develop customized success plans that both accelerate adoption and provide the customer with a path to achieve their desired outcomes with Sendoso • Take ownership of new accounts and manage their onboarding in conjunction with the Onboarding Team • Leverage data to develop communication strategies driving the greatest impact at scale • Lead online webinars, consultations, and one-on-one demos to educate customers on the features of our product • Project manage the customer journey using internal and external resources as needed • Run a high-touch process with customers to ensure that they're realizing the full potential of Sendoso’s platform • Build, own, and execute client success and engagement plans • Leverage Customer Success technology tools (PlanHat, Salesforce, Tableau, etc.) to understand customer health and run plays to mitigate risk and churn.

• Serve as the primary point of contact for partner and merchant inquiries, delivering timely and professional support via email and phone • Build trusted relationships through responsive, professional, and solution-oriented communication • Respond to and resolve inbound partner and merchant support requests • Triage, document, and escalate issues to internal teams as needed • Maintain SLAs and ensure timely follow-up on all open cases • Track, prioritize, and manage assigned tickets through resolution • Maintain accurate customer records, account updates, and support documentation • Contribute to and improve the external knowledge base and communication library • Identify recurring issues and partner with internal teams to drive long-term solutions • Document processes, troubleshooting steps, and best practices to improve team efficiency • Partner closely with Client Success Managers to ensure seamless handoffs and shared context • Collaborate with Engineering and Technical Support to investigate and resolve complex issues • Work cross-functionally with Onboarding, Risk, Compliance, and Operations to support customer needs • Surface customer feedback, trends, and product issues to help improve the overall client experience

• Leading, coaching, and developing the team — setting a high bar for quality, guiding day-to-day work, and helping people do the best work of their careers. • Creating and managing automations & campaigns that guide customers through every stage of the journey, with a strong focus on increasing retention, loyalty, reorder rate, and customer lifetime value. • Improving how we personalize communications across email, SMS, push, and other owned channels so every touchpoint feels relevant, timely, and effective. • Using data and customer insights to build comprehensive segmentation to make sure the right message reaches the right audience at the right time. • Building, optimizing, and scaling customer journeys in platforms like SFMC, Klaviyo or Braze, while continuously improving performance through testing and iteration. • Overseeing marketing automation performance while helping build and expand other owned channels such as SMS and push notifications. • Overseeing email design and messaging best practices.

Role Description Set it. Scale it. Keep them coming back. — This is not just an email role. It’s a customer loyalty and retention role, with ownership across email, SMS, push notifications, segmentation, automated journeys, loyalty communications, and customer lifetime value. You’re a lifecycle marketing expert who knows how to build smart, personalized customer journeys that drive retention, loyalty, and revenue. You’re great at creating and managing campaigns across email, SMS, push notifications, and other owned channels, making sure every touchpoint feels personal, effective, and well-timed. You know how to turn strategy into execution, keep programs running smoothly, and use platforms like Braze, Klaviyo, or SFMC to deliver personalized one-to-one marketing at scale. If that sounds like you — and you’re passionate about increasing customer lifetime value, reducing churn, and building marketing that keeps customers engaged for the long haul — you might have what it takes to be our next CRM Marketing Manager. Growth opportunity: - This role starts with ownership of our lifecycle marketing engine across email, SMS, push notifications, segmentation, and automated customer journeys. - For the right person, there is a clear opportunity to grow into broader leadership across Loyalty, including retention, subscriptions, rewards, customer engagement, and lifetime value. This job will give you ALL the feels: At AlgaeCal, we’re driven by a single idea. To end the fear of bone loss. In the United States, an estimated 54 million people have low bone density. The good news? AlgaeCal has the world’s only clinically-backed natural solution to this problem. We give hope to everyone worried about bone loss. If that excites you, you’ll find no better place to continue your career than at AlgaeCal. Here’s what you’ll be up to in this busy role: - Leading, coaching, and developing the team — setting a high bar for quality, guiding day-to-day work, and helping people do the best work of their careers. - Creating and managing automations & campaigns that guide customers through every stage of the journey, with a strong focus on increasing retention, loyalty, reorder rate, and customer lifetime value. - Improving how we personalize communications across email, SMS, push, and other owned channels so every touchpoint feels relevant, timely, and effective. - Using data and customer insights to build comprehensive segmentation to make sure the right message reaches the right audience at the right time. - Building, optimizing, and scaling customer journeys in platforms like SFMC, Klaviyo or Braze, while continuously improving performance through testing and iteration. - Overseeing marketing automation performance while helping build and expand other owned channels such as SMS and push notifications. - Overseeing email design and messaging best practices. Qualifications - Experience leading, coaching, or managing a small team, with the ability to set priorities, raise quality, and develop people. - 3+ years of experience in email and database marketing or a related function. - Proven track record in developing, implementing and analyzing automated customer journeys across multiple touchpoints. - 3+ years Experience working in marketing automation platforms such as Braze, Klaviyo, SF Marketing Cloud, etc. Braze certifications strongly preferred. - Familiarity with CRMs like Salesforce. - Direct response marketing experience. - Familiarity with rewards and subscription programs, loyalty communication flows and lead funnels. - Data-driven with strong analytical skills and ability to measure effectiveness of programs and communicate actionable insights. - Strong understanding of consumer marketing principles, customer segmentation and multi-channel marketing. - Extremely organized, strong attention to detail, solid presentation skills, business acumen, problem solving along with project management skills. - Experience in health/supplement space an asset. Requirements - Humble, putting the team and others’ needs ahead of your own. - Hungry to learn more. - People smart, being a great teammate. Benefits - A generous healthcare package. - Monthly team events and activities. - Flexible Stat Holidays with the option to bank days for later use. - Casual dress code. - Incredible dog friendly, Yaletown office one block from SkyTrain. - Weekly in-office team lunches. - Professional Development: Opportunity to attend professional development conferences or workshops that will enhance your skills, expand your network, and drive your career forward with our support. How To Apply If this sounds like a position for you, please respond to this advertisement with your resume and cover letter. Please, read carefully: - Write a cover letter addressing: - Why are you the best CRM Marketing Manager for this role? Give quantifiable examples of related achievements and experience. - Describe why you fit perfectly with our values. - What's the toughest challenge you’ve ever overcome in your life? How did you overcome it? - What are the last three books you’ve read? - What do you do for fun? - Explain what you’re doing now for a job: - If you don’t have one, explain why. - If you have one, explain why you’re looking elsewhere. - Upload your cover letter, resume. Ensure that your cover letter and resume are saved and sent as one file. We are looking to hire as soon as we find the right person, so act quickly and you can also expect a prompt response.