Customer Marketing Manager, SMB

Fourth is hiring a Customer Marketing Manager to drive adoption and retention marketing for HotSchedules’ independent and small multi-unit restaurant customers. The role builds scalable onboarding, retention, communications, and customer-feedback programs in partnership with Product, Customer Success, and Customer Care.

Responsibilities:

• Onboarding and adoption. In-app messaging, lifecycle email and journeys, built with Product, that get new customers live and using the modules that predict they stay
• Retention programs. Save and win-back plays, renewal communications and at-risk outreach, built with Customer Success and Customer Care on shared data
• Customer contact calendar. Own the calendar of every marketing touch to customers, so they hear from us at the right moments. You decide which customers get asked for reviews, references or new products, and when
• Customer communications. Product updates, release notes and the customer newsletter, written for a busy owner on a phone between shifts
• Customer voice. Regular surveys and NPS, with themes routed to Product, Customer Success and Product Marketing

Requirements:

• 4+ years in B2B customer marketing, lifecycle marketing or retention, ideally with SMB or high-volume customer bases
• Hands-on with marketing automation and in-app messaging tools, and comfortable building journeys yourself
• Strong, plain-spoken writing for non-technical owners and managers
• Comfort with data: you can pull a cohort, read a churn curve and explain what changed
• A builder mindset. Some of these programs do not exist yet
• Restaurant or hospitality experience, either working in one or marketing to them
• Experience driving feature adoption in a multi-product SaaS customer base
• Experience with Braze or similar customer engagement platforms
• Experience with fintech or payroll products used by hourly workers