Senior Customer Lifecycle Marketing Specialist (Aspire)

We're Aspire, a ServiceTitan company
We're Aspire, the leading SaaS provider for commercial landscaping, snow and ice removal, and janitorial businesses. Recently acquired by ServiceTitan, the world's leading provider of software for the trades, our cloud-based business management system enables contractors to grow their business, streamline operations, provide insights, and ultimately impress their customers. When you join our team, you'll be a part of one of the fastest-growing companies in St. Louis, with an award-winning culture that's been celebrated by the St. Louis Business Journal and Inc. Magazine. Trusted by over 70,000 users across thousands of locations, our software helps clients manage upwards of $4.5B in revenue. Our new partnership with ServiceTitan will enable us to continue scaling our platform and customer base while maintaining our collaborative, tight-knit culture right here in the heart of St. Louis.
Ready to make your career move?
Reporting to the Senior Manager of Customer Marketing & Advocacy, the Senior Customer Lifecycle Marketing Specialist will be the primary owner and driver of lifecycle and customer marketing initiatives that support company goals and KPIs for retention, expansion, product adoption, NPS, and loyalty. This role will have autonomy to be creative, test ideas, and own complete programs, with full support from experienced leadership.
What You'll Do:

• Partner closely with functional teams across Aspire-Customer Success, Product Marketing, Product Management, Marketing, operational teams, and other teams-to drive the strategy, process, and execution of customer programs and messaging across the lifecycle: influence and support retention; drive product adoption; increase expansion of product usage and partner integrations; support and increase NPS; support the advocacy program.
• Assess current messaging and define/build the lifecycle journey for each product line, identifying key milestone moments from onboarding to renewal and loyalty.
• Creatively celebrate key milestones through messaging and/or direct mail (completion of implementation, renewal, etc.)
• Build and manage (cross-sell and upsell) campaigns to drive customer adoption of partner integrations and other revenue-generating opportunities.
• Work in collaboration with Product Marketing and Product Management to increase effectiveness of product releases and updates to the customer base.
• Report on performance metrics by building measurement into programming and campaigns and optimize campaigns to ensure customer marketing is influencing and adding to the sales pipeline, supporting retention, and decreasing churn.
• Create engagement programming as needed; this may include in-person events, virtual events, partnering with the Aspire Community, training team, and others.
• Support the Customer Marketing and Advocacy team as needed.

What You'll Need :

• 5+ years of B2B SaaS marketing experience required, preferably with a few years in customer or product marketing (1st preference) or demand generation (2nd preference).
• Experience as a Customer Success Manager or Account Manager is a plus, but is not required.
• Experience with building campaigns to drive product adoption, expansion, and/or retention for existing customers. This may include email marketing, in-product messaging, direct mail, customer events, community forums, or more.
• Experience or ability to study the customer lifecycle and determine the most effective messaging and campaigns along the way to help attain our CS related goals.
• Be curious. Be enthusiastic about collaborating with various people and teams. Be ready to make a short and long-term impact.
• Be a self-starter with access to a mentor/manager for assistance, guidance, and support.
• Strong communication skills for internal collaboration, project progression, and project reporting.
• Strong writing skills, as well as presentation or facilitation skills (we have copywriters, but you should be able to formulate ideas into structured copy, as well as write strong first drafts).
• Project management and organizational skills to ensure initiatives are moving forward with stakeholders and collaborators
• Experience with Gainsight, Hubspot, Asana, G-Suite is a plus.

Where You'll Work:
Our headquarters is located in Chesterfield in West St. Louis County; however, some positions will be remote until the time is right to return to the office while other roles are office-based. When our St. Louis-based employees regularly return to the office, we will offer a hybrid work model for most positions (three days in office with the option to work remotely for the remaining two). Fully remote employees will be able to stay remote.
Be Human With Us:
Being human isn't about checking every box on a list. It's about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we're solving. We're in this together. Come be human, with us.
What We Offer:
When you join our team, you're not just accepting a job. You're making a career move. Here's how we'll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.