• Own all email and SMS marketing execution in Klaviyo: campaign calendar, segmentation, A/B testing, deliverability, and performance reporting • Build, maintain, and optimize lifecycle flows including dunning/failed payment recovery, pre-rebill engagement, win-back, cross-sell, gift-to-paid conversion, and new subscriber onboarding • Manage audience segmentation across subscriber types (paid, gift, promo) with different communication strategies for each based on their lifecycle stage and churn profile • Design and execute retention-focused campaigns that reduce voluntary churn and increase subscriber lifetime value • Run the affiliate program: recruit and onboard affiliates, manage communications, track performance, and optimize incentive structures • A/B test subject lines, send times, content, offers, and flow logic with statistical rigor — not just gut feel • Monitor and report on email/SMS channel performance (open rates, click rates, conversion rates, revenue attribution, list health) with written analysis, not just dashboards • Coordinate with the creative team on email and SMS asset needs, providing performance data to inform what gets produced next • Proactively flag deliverability issues, list hygiene problems, and engagement drop-offs before they become crises • Support broader growth initiatives by leveraging the email list (1.6M+ contacts) as a high-leverage owned audience channel

• Du berätst und betreust unsere Kund:innen aus Konzernen und dem gehobenen Mittelstand – vom Onboarding bis in den Betrieb • Du übernimmst Verantwortung für deinen Kundenstamm und steuerst ihn aktiv mit Hilfe von Customer Health Score, Business Reviews und relevanten Business-KPIs in HubSpot • Du identifizierst Cross- und Upselling-Möglichkeiten, um den Kundenwert langfristig zu steigern und die Nutzung unserer Workplace-Management-Software zu maximieren • Dabei stimmst du dich eng mit unseren Account Executives ab und managest proaktiv Deals mit unseren Bestandskunden • Du führst Vertragsverlängerungen eigenständig oder gemeinsam mit den AEs – inklusive Discount-Logik, Auto-Renewal-Steuerung und Risikofall-Management • Du arbeitest mit dem Growth-Team an Whitespace-Initiativen und sorgst dafür, dass entdeckte Potenziale zeitnah und sauber bearbeitet werden • Du gibst Produkt-Feedback strukturiert ans Product Team weiter und bringst die Stimme deiner Kund:innen in unsere Roadmap • Du hinterfragst unsere CS-Prozesse und hilfst mit, sie schlanker und wirkungsvoller zu machen • Du repräsentierst desk.ly auf Messen und Veranstaltungen

• Owning the full customer lifecycle strategy, including onboarding, activation, retention, reactivation, and loyalty initiatives. • Designing, executing, and optimising segmented email, SMS, and push notification campaigns. • Building and managing automated customer journeys to improve engagement, retention, and lifetime value. • Developing data-driven customer segmentation strategies based on behavioural, transactional, and engagement data. • Conducting A/B testing and performance analysis to continuously improve campaign effectiveness. • Monitoring key CRM and retention metrics and providing actionable insights to stakeholders. • Collaborating closely with product, marketing, and operations teams to enhance the overall customer experience. • Managing customer communications and ensuring messaging remains relevant, personalised, and timely. • Owning customer support quality standards, response processes, and service-level expectations. • Identifying common customer pain points and working cross-functionally to improve customer satisfaction and reduce churn. • Leveraging customer feedback and behavioural insights to influence product improvements and retention strategies.

• Running virtual trainings with Polish-speaking customers, guiding them through the Root Platform (onboarding, data collection workflows, reporting features) • Supporting customer projects during active data collection phases — answering questions, ensuring data quality, and driving completion • Acting as a trusted point of contact for Polish-speaking users (primarily agricultural stakeholders), helping them navigate the platform and understand its value • Flagging risks and opportunities to the internal Customer Success team, including churn signals, product feedback, and user engagement patterns