Customer Lifecycle & Marketing Coordinator

Company

Sagan Recruitment / Residential & Commercial Plumbing Service Provider

Salary / Compensation

• USD $2,000–$2,500/month

Overview / Job Description

Sagan is recruiting for a highly rated residential and commercial plumbing service provider focused on rapid, transparent, and high-quality customer care. The company uses modern field-service technology and AI-driven customer intake workflows to deliver fast response times and strong service execution.

The Customer Lifecycle & Marketing Coordinator will focus primarily on customer retention, reactivation, and revenue recovery, while also supporting marketing initiatives, CRM management, reporting, and customer engagement. The role involves warm outbound communication with existing and inactive customers, identifying opportunities for upselling or reactivation, and building natural, consultative relationships rather than relying heavily on scripts.

Responsibilities

Customer Retention & Reactivation

• Contact existing and inactive customers through warm outbound calls and other communication channels
• Re-engage inactive customers and strengthen existing customer relationships
• Conduct natural, consultative conversations to understand customer needs and concerns
• Identify reasons customers have disengaged
• Identify customer retention and revenue recovery opportunities
• Support customer lifecycle and engagement campaigns

Revenue Growth & Customer Opportunities

• Identify cross-selling opportunities
• Identify upselling opportunities
• Promote membership renewals where appropriate
• Identify other revenue recovery opportunities
• Follow up with qualified customer opportunities
• Book appointments and appropriate next steps for customers
• Support retention, reactivation, appointment-setting, and revenue targets

CRM & Customer Data Management

• Maintain accurate customer records in the CRM
• Record customer activity, follow-ups, and outcomes
• Keep customer information accurate and up to date
• Track customer feedback and recurring concerns
• Document objections and customer engagement patterns
• Ensure follow-ups are completed consistently

Marketing & Customer Engagement

• Support email campaigns and customer communications
• Assist with customer lifecycle marketing initiatives
• Support reviews and testimonial collection
• Assist with other customer engagement and marketing activities
• Coordinate campaign follow-ups
• Help maintain accurate marketing and customer engagement reporting

Reporting & Performance Analysis

• Monitor customer activity and engagement metrics
• Track retention and reactivation performance
• Identify recurring customer themes and objections
• Identify opportunities to improve retention processes
• Communicate relevant customer insights to the team
• Collaborate with customer-facing and marketing teams to improve customer experience

Requirements

Experience

• 2+ years of experience in customer success, customer retention, account management, outbound customer service, lifecycle marketing, or a related field
• Experience with customer retention or reactivation
• Experience with upselling, cross-selling, appointment setting, or revenue recovery
• Experience using CRM systems
• Experience maintaining accurate customer data
• Experience working independently in a remote environment
• Experience communicating directly with customers

Skills & Competencies

• Excellent spoken and written English
• Ability to communicate naturally and confidently with U.S. customers
• Comfortable conducting unscripted phone conversations
• Strong customer service instincts
• Ability to build rapport quickly
• Consultative communication skills
• Strong follow-up skills
• Excellent organization and time management
• Strong judgment when handling customer concerns
• Ability to identify appropriate customer next steps
• Ability to adapt communication based on individual customers
• Ability to work independently
• Strong customer data management skills

Nice-to-Have Skills

• Lifecycle marketing experience
• Customer engagement campaign experience
• Email marketing experience
• Marketing automation experience
• Reporting and customer engagement metrics experience
• Experience collecting customer reviews and testimonials
• Experience working with U.S.-based customers
• Familiarity with HubSpot, Salesforce, GoHighLevel, or similar CRM platforms
• Experience in membership, subscription, service, or recurring-revenue businesses
• Proven history of exceeding retention, reactivation, appointment-setting, or revenue targets

Candidate Profile

You SHOULD Apply If

• You are confident speaking with U.S. customers
• You can have natural conversations without relying heavily on scripts
• You enjoy building customer relationships and creating rapport
• You have experience reactivating inactive customers
• You are comfortable with warm outbound calls
• You can identify opportunities for upselling, cross-selling, and revenue recovery
• You are proactive with follow-ups
• You are organized and comfortable managing CRM records
• You can turn customer conversations into actionable retention opportunities
• You are comfortable working independently
• You have strong customer service instincts and sound judgment
• You can work U.S. Eastern Time hours

You Should NOT Apply If

• You are uncomfortable making outbound calls to existing or inactive customers
• You rely heavily on rigid scripts and struggle with natural conversations
• You lack strong spoken English communication skills
• You have little or no customer-facing experience
• You struggle with follow-ups and organization
• You are uncomfortable discussing retention, upselling, or revenue opportunities
• You have difficulty maintaining accurate CRM records
• You cannot work 9:00 AM–5:00 PM U.S. Eastern Time
• You require constant supervision in a remote environment

Other Information

Additional Benefits / Highlights

• Fully remote
• Global opportunity
• Full-time position
• Monday–Friday, 9:00 AM–5:00 PM U.S. Eastern Time
• Independent Contractor arrangement
• Opportunity to work with a U.S.-based service business
• Exposure to customer lifecycle marketing and retention
• Opportunity to contribute to revenue recovery and customer growth
• Work with modern field-service technology
• Exposure to AI-driven customer intake and operational workflows
• Customer-focused, service-oriented environment

Application Requirements

• Resume must be submitted in text-based PDF format
• Scanned documents are not accepted
• JPG/PNG resumes are not accepted
• Word documents (DOC/DOCX) are not accepted
• Resume must be submitted in English
• Introductory video must be submitted in English