Customer Experience Marketing Manager

Primary Duties

1. Support the development and execution of customer journey and lifecycle marketing strategies across key stages, including growth, onboarding, engagement, renewal, retention, and advocacy. Identify opportunities to improve the customer experience through better timing, messaging, segmentation, and coordination across touchpoints. 

2. Build, manage, and optimize customer-facing campaigns, nurture programs, and communications that support customer engagement, education, retention, and long-term partnership success. Maintain marketing plans, timelines, content needs, campaign calendars, tactical execution plans, and readiness documentation.

3. Partner cross-functionally with Growth, Sales, Field Operations, Market Leadership, Product, Customer Success, Marketing Operations, and BI to ensure customer communications are aligned, timely, and connected to business priorities. Represent Customer Experience Marketing on cross-functional projects and workstreams.

4. Support advocacy and customer engagement programs, including customer introductions, references, testimonials, ambassadors, peer learning, and other programs that activate engaged customers and contribute to growth, retention, and customer loyalty.

5. Establish, track, and report on key performance indicators across customer experience marketing programs, including engagement, conversion, participation, campaign performance, and retention-related metrics. Use insights to improve campaigns, workflows, and future planning.

Minimum Qualifications

Bachelor’s degree in Marketing, Communications, Business, Health Administration, or a related field.

8+ combined  years of experience in B2B marketing, lifecycle marketing, customer marketing, customer success marketing, growth marketing, campaign management, or marketing operations.

Experience building and executing multi-touch campaigns, nurture programs, lifecycle communications, or customer engagement programs.

Strong understanding of customer journey strategy, segmentation, messaging, campaign planning, and performance measurement.

Demonstrated ability to independently manage programs from strategy through execution, including planning, timelines, documentation, stakeholder alignment, and follow-through.

Experience effectively partnering with cross-functional teams and managing work across multiple stakeholders, priorities, and timelines.

Ability to identify risks, blockers, dependencies, and resourcing needs early, and escalate with clear recommendations or solutions.

Healthcare, value-based care, SaaS, or other complex B2B experience preferred.

Experience with Salesforce and HubSpot strongly preferred.

Preferred knowledge, skills, and/or abilities

Experience working with healthcare providers, payers, or healthcare technology organizations.

Experience supporting lifecycle marketing, retention marketing, customer engagement, or customer advocacy programs.

Project management software experience; Monday.com experience strongly preferred.

Strong writing, communication, and messaging skills, with the ability to translate complex ideas into clear, customer-facing communications and executive-ready updates.

Proven ability to bring structure to ambiguous or fast-moving work, including project plans, workflows, campaign calendars, status updates, and reporting.

Strong analytical skills and comfort using campaign data, customer insights, and business metrics to measure impact and inform recommendations.

Ability to work well across teams, influence without direct authority, align stakeholders, document decisions, and drive next steps.

Self-starter with sound judgment, strong follow-through, and a bias toward action.

Physical Requirements

Sitting for prolonged periods of time. Extensive use of computers and keyboard. Occasional walking and lifting may be required.