SMB Program Specialist at FMX in Columbus, OH

Are you a creative strategist who thrives on making an impact at scale? Do you love turning customer insights into programs that drive real results? Are you energized by the challenge of building something new within a fast-growing, mission-driven team? Then we’re looking for you!

We’re expanding our Customer Success team with a brand-new role designed to take our SMB customer experience to the next level. As we continue to grow our book of business we need a dedicated leader who can create and execute scalable programming that keeps our customers engaged, successful, and growing with FMX.

The SMB Program Specialist is a part of the Customer Success team, otherwise known as FMX’s secret weapon. We stand out in the industry due to our best-in-class Customer Success, which has earned us a 98% customer satisfaction rating! The main objective of this role is to design and execute a scalable engagement program for SMB customers; including email campaigns, webinars, video content, and automated workflows that drives user adoption, retention, and satisfaction across the entire SMB segment. As a safeguard, this role may also carry a small portfolio of SMB accounts and step in as a Customer Outcome Manager when needed. You’ll be working in a fast-paced, high-energy, and collaborative environment, where you’ll be expected to show up every day and positively impact the strategy and culture of the company.

Responsibilities:

As the SMB Program Specialist, you will:

• Design, build, and continuously improve a scalable SMB programming system that drives customer engagement, product adoption, and retention across 2,000+ accounts
• Plan and execute multi-channel customer communication campaigns including email blasts, newsletters, and targeted outreach sequences
• Host and produce customer-facing webinars, virtual events, and live Q&A sessions on topics informed by real customer trends and pain points
• Develop customer education content such as video walkthroughs, help guides, and best practice resources that reduce inbound outreach and increase self-sufficiency
• Build and manage automated playbooks, workflows, and health score triggers in Planhat (CRM) to enable proactive, data-driven customer engagement at scale
• Analyze customer data and inbox trends to identify the most pressing pain points across the SMB segment and translate those insights into actionable programming
• Collaborate closely with the SMB Customer Outcome Manager team to ensure programming addresses real customer needs and aligns with account-level outreach
• Track, report on, and continuously optimize program performance metrics including open rates, webinar attendance, adoption indicators, and retention outcomes
• Identify opportunities for upsell and cross-sell through programmatic touchpoints, surfacing qualified leads for the COM team
• Manage and record all program activities, campaign results, and customer engagement data in Planhat
• Serve as a Customer Outcome Manager for a select portfolio of SMB accounts as needed, ensuring retention through driving value, product adoption, and customer satisfaction
• Travel to customer events, conferences, and FMX regional forums as needed