Email Onboarding Specialist

Later
Full time
Customer Support
Canada
Hiring from: Anywhere
What started as the result of a hackathon in 2014 is now the world’s #1 Instagram marketing platform. Later was built on the idea that social media management should be easy, quick, and affordable. Six years and hundred thousand users later, we’re still going strong.

 

We’re looking for people who can help us build something great for our customers—from content writers, designers to developers. So if you’re the kind of person who really cares about making something meaningful, then keep reading.

 

 

Our Values 

 

Our core cultural values are manifested in our practices and processes every day. We highly value transparency and fairness in everything we do. We look for people who like to move quickly, are ambitious yet humble and have a great sense of humour. If you have a mischievous spark of fun, that’s even better.

 

 

What you will be doing:

 

Your ultimate goal is to improve Later’s customer retention, by increasing customer activation. The mission of the Customer Success team at Later is to help our customers achieve their visual marketing goals through the use of our product. We are also the champions of retention within the company and work to understand, track, and report on customer churn, and then align company initiatives around reducing churn.

 

Customer Success at Later is not a traditional Success function as with other SaaS businesses. Our team acts as an experiment lab to identify friction points within the customer experience. We then develop solutions, implement tests, and share feedback with other teams within the company, so we can work collaboratively to reduce churn.

 

Your role will help optimize Later’s customer onboarding strategies through our email program, in order to drive more customers to reach value and hit activation milestones during the onboarding phase of the customer lifecycle. 

 

 

Responsibilities


  • Align Later’s email onboarding strategy and funnels to drive customer activation, adoption, and retention



  • Develop and implement email funnels, run A/B tests, and execute effective experiments



  • Create funnel segmentation based on user data, such as behavior, activity, intent, etc. 



  • Measure, monitor, and report on the performance and impact of email campaigns, continuously analyzing and developing optimizations 



  • Create direction for on-brand email content, including copy and graphics



  • Identify opportunities to develop new emails programs that drive results 



  • Work cross-functionally to create consistency across company-wide email programs 



  • Drive a jobs-to-be-done approach for onboarding different customer segments based on their specific desired outcomes


 

Need to Haves:


  • 2+ years experience developing email programs within a Customer Success, or Growth Marketing capacity, preferably for a SaaS business



  • Strong knowledge of email marketing, best practices for email design and deliverability



  • Experience with email marketing and automation platforms (Klaviyo, Mailchimp, Mandrill, Intercom, or other similar platforms) 



  • Proficient with developing complex segmentation based on user data and behavior 



  • Experience executing A/B tests and reporting on email program results 



  • Strong sense of analytics and how to measure results, obsessed with making optimizations to take your work to the next level



  • Detail-oriented and ability to write effective copy 


 

Nice to Haves:


  • An understanding of how retention impacts high velocity, self-service, SaaS businesses



  • You are a creative thinker who is comfortable working both independently and in a team environment



  • You embrace feedback, and have a constant desire to learn and improve



  • Bonus: You’ve used Marketing, Customer Success, and Project Management tools such as Asana, Appcues, Zendesk, Notion, Amplitude, etc.



  • Bonus: You have a strong and strategic understanding of the visual social media landscape, specifically around Instagram, Pinterest, Twitter, and TikTok strategy


 

Salary Range


  • $63,500 - $74,500


 

Perks:


  • A generous Education & Conference Budget

  • Health Savings Plan

  • Flexible Hours & Work Schedule

  • Technology Bonus

  • Annual Company Retreat

  • Vacation & Sick Days

  • Bright, spacious, and modern office, 5 rooftop patios with amazing city views


 

Working Locations:

 

People & Places (HR), Product, and Development roles are based out of our Vancouver headquarters. If you are not located in Vancouver, but interested in relocating for the role let us know!

 

Whereas, roles on our Marketing and Customer Experience teams are open to remote candidates based out of Toronto and London, UK, in addition to working out of our Vancouver headquarters.

 

Note about applying:

 

This is the best place to submit your application for it to be reviewed by our team. Later does not work with recruitment agencies to fill open positions. We will not be accepting requests to work with agencies.

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