Senior Manager, Customer Marketing & Engagement

Job Summary:

PatientPoint is seeking a strategic and results-driven Senior Customer Marketing and Engagement Manager to own and elevate our end-to-end customer lifecycle marketing strategy. This role will lead the development of a comprehensive customer engagement framework designed to drive retention, loyalty, product utilization and customer advocacy across our healthcare provider base. 

This leader will partner closely with Customer Success, Product, Provider Operations and Demand Marketing to create strategic engagement touchpoints across the customer journey — from onboarding through ongoing retention and expansion. The ideal candidate combines strategic thinking with strong executional rigor, brings experience building segmentation and lifecycle programs, and is passionate about turning customers into advocates. 

This role is accountable for demonstrating measurable impact on product adoption and retention. 

What You’ll Do:

Customer Lifecycle Strategy & Retention 

• In partnership with Customer Success, develop a comprehensive customer lifecycle marketing strategy aligned to retention, expansion and utilization goals 

• Design and implement segmented engagement journeys across onboarding, adoption, value realization and advocacy stages 

• Partner with Customer Success leadership to identify high-impact engagement touchpoints that reinforce value and reduce churn risk 

• Establish KPIs tied to product utilization, retention rates and expansion revenue 

 Customer Communications & Segmentation 

• Lead development of a strategic, segmented customer communications strategy (e.g., monthly newsletters, product updates, value stories, educational content) 

• Define audience segmentation strategy based on parameters such as specialty, product mix, engagement level and growth potential 

• Partner with Digital/Demand teams to leverage marketing automation and CRM tools to build scalable, data-driven communication workflows 

• Ensure communications are aligned to broader marketing campaigns and corporate initiatives 

 Product Utilization & Enablement 

• Develop marketing strategies that drive increased usage of PatientPoint solutions across the provider base 

• Collaborate with Product and Customer Success to translate product updates into clear, benefit-driven messaging 

• Partner with the Training team to create assets that support customer education and drive adoption 

• Identify opportunities to reinforce campaign messaging within the existing customer base 

 Customer Advocacy & Community Building 

• Build and scale a customer advocacy program to generate testimonials, case studies and reference accounts 

• Develop structured processes for identifying and activating satisfied customers 

• Explore and launch customer community initiatives such as: 

• LinkedIn User Groups 

• Super-user communities 

• Partner with Marketing, Sales and PR teams to amplify customer success stories 

 Sales & Internal Enablement 

• Develop materials, playbooks and messaging frameworks to help Account Managers effectively communicate value, new products and expansion opportunities 

• Partner with Training to develop onboarding materials for new hires that enable them to confidently speak to PatientPoint solutions and value proposition 

• Ensure customer marketing efforts support upsell and cross-sell initiatives 

 Measurement & Business Impact 

• Define and track metrics that demonstrate the impact of customer marketing initiatives on: 

• Product utilization 

• Retention and churn reduction 

• Expansion revenue 

• Customer engagement 

• Provide regular reporting to senior leadership on performance and strategic recommendations 

 What We Need:

• 8+ years of experience in customer marketing, lifecycle marketing, product marketing or retention marketing (healthcare or B2B preferred) 

• Proven experience developing lifecycle engagement strategies that drive measurable retention and growth 

• Experience building customer advocacy programs  

• Expertise in marketing automation platforms and CRM systems 

• Ability to operate both strategically and tactically in a fast-paced environment 

• Exceptional cross-functional collaboration and influence skills 

• Strong executive presence and ability to communicate effectively with senior leadership 

• Bachelor’s degree in Marketing, Communications or related field 

What You’ll Need to Succeed: 

• A clearly defined, documented customer lifecycle strategy aligned to business goals 

• Increased product utilization and measurable improvements in retention 

• A structured, scalable customer communications framework 

• A growing pipeline of customer testimonials, case studies and advocates 

• Demonstrated impact of customer marketing programs on product utilization and customer revenue