Responsibilities

• 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
• Lead development of a strategic, segmented customer communications strategy
• 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
• 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
• 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
• 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
• Define and track metrics that demonstrate the impact of customer marketing initiatives on: Product utilization, Retention and churn reduction, Expansion revenue, Customer engagement

Requirements

• 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

Nice To Have

• 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

Benefits

• comprehensive range of modernized benefits
• flexible time off to recharge
• hybrid work options
• mental and emotional wellness resources
• a 401K plan