Customer Marketing Manager, SMB

Fourth is the world’s largest and fastest-growing global leader of end-to-end restaurant and hospitality management technology solutions. We pride ourselves on delivering a world-class SaaS experience for our clients by building long-term partnerships starting from the first phone call. We know our recipe for success at Fourth is our amazing team... and that starts with hiring the right people! 

Interested in joining our smart, fun, and talented team?

Position Overview

Independent and small multi-unit restaurants run their restaurants on HotSchedules. This role makes sure they get value fast, use more of what they already own, and become fanatical advocates of our product.

You will own adoption and retention marketing for our SMB base, from first week to fifth year, as a joint plan with our Customer Success and Customer Care teams, and you will share the product adoption target with Customer Success. In SMB, retention is won at scale, so you will build programs that run without a person on every account.

Primary 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.

You will work closely with our two demand generation managers. One runs reviews, referrals and case studies to win new customers; the other owns cross-sell and up-sell pipeline. You own adoption, retention and the customer calendar that keeps all of it coordinated.

Key Skills and Competencies

• 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.

Preferred Experience and/or Qualifications

• 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.

Measures of Success

Your first 90 days

1. Map the current SMB customer journey and every message a customer gets in year one. Kill what does not help.

1. Launch an adoption journey for one module customers underuse, with a measured baseline.

1. Agree retention and adoption targets with Customer Success and Customer Care, stand up the customer contact calendar, and set up a monthly reporting rhythm.

What success looks like at 12 months

• Product adoption at target, shared with Customer Success, with measurable gains in the cohorts your programs touch.

• Lower early-life churn and better gross retention in those cohorts.

• One customer calendar every team uses, with fewer, better-timed customer touches.

Fourth Benefits

🏖 Unlimited PTO!
🏥 Medical, Dental, Vision Insurance!

🏦 401k Match!

👥 Parental Leave

💻 Laptop and equipment.

Remote employment limited to: AZ, CA, CO, CT, DC, FL, GA, ID, IL, IN, LA, MA, MD, ME, MI, MN, MS, NC, NE, NJ, NM, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, & WA

Our Story

In July 2019, Fourth joined forces with HotSchedules to become the global leader in end-to-end restaurant and hospitality management technology solutions. Together, the merged company now represents the world’s largest and only provider of end-to-end restaurant and hospitality management solutions for customers across the globe and of all sizes—from a single location or franchisee restaurant to a global restaurant or hotel chain. The combined company’s complete software-as-service (SaaS) solution suite, including scheduling, time & attendance, applicant tracking, training, inventory management/procurement, HR/benefits, and payroll services, now serves customers in 120,000 locations worldwide and is supported by a dedicated, unified team across offices in the US, UK, Bulgaria, China, Australia, and UAE. 

Fourth is an Equal Opportunity Employer

All qualified applicants will receive consideration without discrimination because of sex, gender identity, gender expression, sexual orientation, marital status, race, color, age, national origin, military status, religion, or disability or any other legally protected status.