Customer Lifecycle & Marketing Coordinator

Location: Remote (Global)

Salary Range: 2000 - 2500 USD/month

Work Schedule: Monday to Friday, 9:00 AM – 5:00 PM U.S. Eastern Time 

NOTE: INDEPENDENT CONTRACTOR POSITION

Company Overview:

Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. We bridge the gap between global talent and U.S.-based businesses, connecting candidates from regions like Latin America, the Philippines, India, Pakistan, Bangladesh, and Africa with leading American companies. Sagan provides a high-performance remote work environment, ensuring access to world-class opportunities for top-tier professionals.

About the Company:

Sagan represents a trusted, high-rated residential and commercial plumbing service provider committed to delivering rapid, transparent, and high-quality customer care. Powered by modern field service technology and cutting-edge operational workflows, including AI-driven customer intake, we pride ourselves on fast response times, clear communication, and exceptional service execution across our local markets.

Position Overview:

The Customer Lifecycle & Marketing Coordinator will play a key role in re-engaging existing customers, identifying opportunities to recover or grow revenue, and strengthening customer relationships through thoughtful, natural conversations. This is primarily a customer retention and reactivation role, with additional responsibility for supporting marketing initiatives, CRM management, reporting, and customer engagement activities.

The ideal candidate is confident speaking with U.S. customers, can communicate naturally without relying heavily on scripts, and understands how to turn customer conversations into meaningful retention and revenue opportunities.

Key Responsibilities:

• Contact existing and inactive customers through warm outbound calls and other communication channels to drive reactivation and retention.
• Have natural, consultative conversations with customers to understand their needs, concerns, and reasons for disengagement.
• Identify opportunities for cross-selling, upselling, membership renewals, or other revenue recovery.
• Follow up with qualified customer opportunities and book appointments or next steps for the appropriate team.
• Maintain accurate customer records, activity, follow-ups, and outcomes within the CRM.
• Track customer feedback and identify recurring themes, objections, and opportunities for improving retention.
• Support customer lifecycle and engagement campaigns.
• Assist with email campaigns, customer communications, reviews, testimonials, and other marketing initiatives.
• Coordinate campaign follow-ups and help maintain accurate reporting.
• Monitor key activity and customer engagement metrics and communicate relevant insights to the team.
• Collaborate with customer-facing and marketing team members to improve the customer experience and reactivation process.

Qualifications:

• 2+ years of experience in customer success, customer retention, account management, outbound customer service, lifecycle marketing, or a related role.
• Excellent spoken and written English, with the ability to communicate naturally and confidently with U.S. customers.
• Comfortable conducting unscripted phone conversations and adapting communication based on the customer.
• Strong customer service instincts and the ability to build rapport quickly.
• Experience with customer retention, reactivation, upselling, cross-selling, appointment setting, or revenue recovery.
• Working knowledge of CRM systems and accurate customer data management.
• Strong follow-up, organization, and time-management skills.
• Comfortable working independently in a remote environment.
• Ability to work Monday–Friday, 9:00 AM–5:00 PM U.S. Eastern Time.
• Strong judgment when handling customer concerns and identifying appropriate next steps.

Nice-to-Haves:

• Experience with lifecycle marketing or customer engagement campaigns.
• Experience supporting email marketing or marketing automation.
• Familiarity with reporting and customer engagement metrics.
• Experience collecting customer reviews, testimonials, or feedback.
• Experience working with U.S.-based customers.
• Familiarity with tools such as HubSpot, Salesforce, GoHighLevel, or similar CRM platforms.
• Experience in a membership, subscription, service, or recurring-revenue business.
• Proven history of exceeding retention, reactivation, appointment-setting, or revenue targets.