B2B CRM & Customer Retention Manager

Sexual Trauma Awareness & Response®; Ontario (CA); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Health insurance

Dental

Vision

Paid time off

401(k)

Employee discount

Job summary

Leonlite Lighting is seeking a hands-on B2B CRM & Customer Retention Manager to deepen relationships with contractors, designers, retailers, and other commercial buyers.

You will own day-to-day CRM data management, segmentation, lifecycle emails, and personalized follow-up, building one-to-one connections while driving repeat purchases.

This role blends data, automation, and direct customer outreach across campaigns, education, replenishment reminders, and VIP programs to grow lifetime value.

Qualifications

• Minimum 3 years in B2B CRM, retention, or lifecycle marketing.
• Experience with HubSpot, Salesforce, or similar platforms.
• Strong written and verbal communication skills.

Responsibilities

• Maintain accurate B2B customer data and segmentation.
• Plan and manage lifecycle email campaigns for education, reorders, and promotions.
• Develop personalized outreach for VIP, high-potential, and at-risk accounts.
• Collaborate with sales, customer service, and product teams.
• Monitor KPIs: retention, repeat revenue, and activation.

Skills

CRM

HubSpot

Salesforce

Klaviyo

Email campaigns

Data analysis

Customer retention

Phone outreach

Tools

HubSpot

Salesforce

Zoho

Klaviyo

Shopify

Job description

About the Role

Leonlite Lighting is looking for a hands-on B2B CRM & Customer Retention Manager to strengthen relationships with our existing business customers and increase repeat purchases.

Our B2B customers-including contractors, designers, builders, retailers, property professionals, and other commercial buyers-often have ongoing lighting needs. This role will ensure that we stay connected with them through relevant, timely, and personalized communication.

You will own the day-to-day management of our existing B2B customer database, customer segmentation, lifecycle email campaigns, and personalized account follow-up. You will identify which customers need product education, reorder reminders, new product recommendations, promotional offers, VIP recognition, or direct personal outreach.

This is an individual contributor role for someone who is equally comfortable working with CRM data, creating email campaigns, and building genuine one-to-one customer relationships.

Key Responsibilities

CRM and Customer Segmentation

• Maintain accurate and complete B2B customer and contact records in our CRM.
• Organize customers by account type, purchase history, revenue, product preference, engagement level, reorder cycle, and growth potential.
• Create and maintain customer tiers such as new customer, repeat customer, VIP, high-potential, at-risk, inactive, and reactivated.
• Track key information including customer type, contact role, recent purchases, active projects, product interests, last contact date, and next follow-up date.
• Regularly audit customer records, remove duplicate data, and improve CRM data quality.
• Make sure customer tags and segments remain actionable and up to date.

Lifecycle and Email Marketing

• Plan and manage the B2B customer communication calendar.
• Build and send targeted email campaigns for new product launches, promotions, seasonal needs, product education, and company updates.
• Create automated lifecycle campaigns, including:
  • New customer onboarding
  • First-purchase follow-up
  • Product education and installation support
  • Reorder and replenishment reminders
  • Cross-sell and product recommendation campaigns
  • Inactive customer reactivation
  • VIP recognition and approved birthday or appreciation gifts
• Customize messaging and product recommendations for different customer segments.
• Test subject lines, content, offers, timing, and audience selection to improve results.
• Monitor email deliverability, unsubscribes, bounces, and customer engagement.

Customer Relationship Management

• Proactively contact key customers through personalized email, phone, and other approved communication channels.
• Follow up after a customer's first purchase to offer product assistance and identify future needs.
• Maintain regular contact with VIP, high-value, and high-potential accounts.
• Learn about upcoming customer projects and anticipated lighting requirements.
• Identify customers showing signs of inactivity or churn and develop appropriate re-engagement plans.
• Build relationships that make customers feel recognized, supported, and connected to our company.
• Coordinate with sales, customer service, operations, and product teams to resolve customer needs and create a consistent customer experience.

Reporting and Growth

• Measure existing-customer revenue, repeat purchase rate, customer retention, reactivation, and cross-sell performance.
• Track the progression of customers from first purchase to repeat buyer and VIP status.
• Report on campaign-influenced revenue and customer engagement.
• Identify customer segments with untapped revenue potential.
• Recommend improvements to customer communication, offers, and follow-up processes.
• Maintain dashboards and provide regular updates to management.

What Success Looks Like

• More first-time customers return for a second purchase.
• Existing customers purchase more frequently and across more product categories.
• VIP and high-potential accounts receive consistent, personalized attention.
• Inactive accounts are identified and reactivated.
• Customer information is complete, organized, and useful.
• Every priority account has a clear relationship status and next follow-up action.
• Email campaigns generate measurable engagement and repeat revenue.
• Customers view [Company Name] as a trusted, reliable lighting partner.

Required Qualifications

• At least 3 years of experience in B2B CRM, customer retention, account management, lifecycle marketing, customer marketing, or a related role.
• Demonstrated experience managing and growing relationships with existing B2B customers.
• Hands-on experience with a CRM such as HubSpot, Salesforce, Zoho, or a similar platform.
• Experience creating customer segments and email campaigns using Klaviyo, HubSpot Marketing, Mailchimp, or a comparable platform.
• Strong business writing and customer communication skills.
• Comfortable communicating with customers through both email and phone.
• Ability to analyze customer, order, and campaign performance data.
• Strong organizational skills and close attention to detail.
• Proactive and comfortable taking ownership of follow-up without waiting for customers to initiate contact.
• Ability to balance personalized relationship-building with scalable marketing automation.

Preferred Qualifications

• Experience in lighting, electrical products, building materials, commercial interiors, furniture, construction, wholesale distribution, or a related B2B industry.
• Familiarity with Shopify, ERP systems, order management systems, or wholesale ecommerce.
• Experience working with contractors, designers, architects, builders, property managers, retailers, distributors, or hospitality customers.
• Strong Excel or Google Sheets skills.
• Experience developing customer loyalty, gifting, referral, or VIP programs.
• Additional language skills relevant to our customer base are a plus.

The Right Person for This Role

You may be a strong fit if you:

• Enjoy turning unorganized customer information into a useful and reliable system.
• Think of CRM as a relationship and revenue tool-not simply a contact database.
• Know how to communicate with customers in a helpful and personal way.
• Are commercially minded without making every customer interaction feel like a sales pitch.
• Understand that long-term B2B relationships are built through consistency, relevance, and trust.
• Are comfortable moving between data analysis, campaign execution, and personal customer outreach.
• Take pride in remembering what customers buy, what projects they are working on, and when they may need help again.

Compensation

The expected base salary range for this position is $60,000-80,000 per year, depending on relevant experience, industry knowledge, technical skills, and overall qualifications.

This position may also be eligible for a performance-based bonus tied to customer retention, repeat revenue, customer reactivation, and other agreed-upon goals.

Benefits

• health insurance, dental, vision, paid time off, 401(k), employee discount