Customer Communications Coordinator

Who we’re looking for:

As we continue our growth, we’re looking for a Customer Communications Coordinator to join the Demand Generation team. This role would serve as the central hub for all customer communications, ensuring timely, consistent, and strategic messaging that drives product adoption, customer satisfaction, and growth. This role will be the gatekeeper that all customer communications must come through and will help prevent the over-messaging of customers that comes from various departments (marketing, sales, SDRs, client engagement, customer education, CSMs, finance, product) reaching out. In addition, this role will assist in lead generation campaigns and outreach as well.

Most importantly, you’re someone who shares in our passion for improving the lives of students through communication. 

This role will include:

• Act as the control center for all customer communications, managing what goes out, when, and through which channels
• Establish a process and calendar for all outbound customer cross-functionally (Product, Customer Success, Sales, Support, Marketing) to coordinate communications calendars
• This person must be able to establish clear guidelines and enforce them to keep individuals within the company, regardless of title, from over-messaging customers
• Write, proofread, and deliver customer and prospect newsletters, pulling in content from various teams across the company.
• Help manage and organize webinar pre-production, coordinate scheduling, and facilitate webinar prep meetings
• Serve as the host and moderator for select webinars as needed
• Evaluate the efficacy of efforts on newsletter campaigns and customer communications and recommend changes and improvements.
• Write, proofread, and deliver customer communications via email using HubSpot
• Create and optimize sequences to nurture certain prospect segments based on persona, region, district size.
• Maintain an up-to-date view of the customer journey to ensure communications support each stage.
• Coordinate the production of the company’s What’s New Review bi-monthly webinar series, executing on timelines and coordinating cross-functionally for a successful event. 
• Develop and deliver product update communications in a clear, customer-first way that drives adoption and engagement.
• Identify upsell and cross-sell opportunities, recommending the right channel (e.g., in-app, email, webinars, newsletters) to reach the right audience.
• Ensure communications are consistent with brand voice, accessible, and aligned to customer needs.
• Track communication performance and engagement metrics to continuously improve.
• Maintain the Demand Gen presence within Asana and keep the Demand Gen team aware of all deliverables and interdependencies across Asana projects.

Our ideal candidate will have the following:

• 3+ years of experience in marketing, with a proven track record of managing email communications and project coordination.
• Strong project management skills with the ability to prioritize and manage timelines across multiple active projects
• A willingness to act with authority without explicit authority when scheduling and managing all communications targeting customers
• The ability to deepen customer loyalty and help us maintain our industry-leading customer retention rates through thoughtful, well-timed communications and outreach
• Excellent writing and editing skills with proven success
• Comfortable presenting on webinars
• Experience with Zoom Webinar platform
• HubSpot experience or a similar email marketing too
• Demonstrated ability to collaborate cross-functionally across the marketing team and greater organization
• A passion for improving the lives of students through communication
• Edtech experience is a plus

The perks of working for us are great! 

You’ll get your foot in the door as our company continues to grow. We’re big believers in work-life balance and provide:

• Employer-paid health insurance (including dependent coverage)
• An employer-matched 401K retirement savings program from day 1 
• Paid Parental Leave
• Stock options
• Health + wellness reimbursements
• PTO that increases each year
• 16 paid holidays, including your birthday! 

As a fully remote team, we’ll make sure you have all the tools and equipment you need to make your home office a place where you can thrive. 

We're an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

The salary range for this role will be 65k-80k, DOE.