Customer Marketing Manager

📋 Description

• • At Instinct Science, we are dedicated to advancing veterinary innovation through a comprehensive ecosystem of world-class tools. Our offerings span essential veterinary practice software (Instinct EMR), a vital resource for professional development (Clinician's Brief), crucial clinical and pharmaceutical decision support (Standards of Care & Plumb's), and an AI scribing platform (ScribbleVet). This integrated suite empowers veterinarians throughout every stage of their careers. Our core philosophy, U.C.A.R.E. values (Urgency, Customer First, Act with Grace, Not Teeth, Right Things, Right Reasons, Excellence is in our DNA), guides our commitment to our team, customers, patients, and clients, fostering a culture of compassion, speed, and high standards.
• • We are seeking a highly motivated and customer-obsessed Customer Marketing Manager to join our remote team in Doylestown. This pivotal role will be responsible for designing and executing strategic marketing programs aimed at significantly increasing customer retention, driving product adoption and expansion (cross-sell & upsell), and cultivating customer advocacy. You will own the end-to-end customer lifecycle marketing efforts, from initial onboarding and engagement through to renewals and championing our brand.
• • Your primary objective will be to develop and implement a robust customer lifecycle marketing strategy that demonstrably improves retention rates, minimizes churn, and generates expansion revenue. This involves creating detailed quarterly and annual customer marketing plans, meticulously aligned with our product roadmaps, critical renewal cycles, and overarching go-to-market priorities.
• • Collaboration is key to success in this role. You will work in close partnership with our Customer Success, Product, Product Marketing, Sales, and Campaign teams. Together, you will map out intricate customer journeys and collaboratively deliver impactful programs focused on driving product adoption, ensuring successful renewals, and proactively engaging at-risk customers.
• • A significant part of your responsibility will involve designing and executing targeted campaigns using HubSpot (or a similar marketing automation platform). This includes developing automated customer onboarding journeys, implementing retention-focused email programs, and running campaigns to boost product adoption. You will also manage outreach to customers identified as being at risk of churn.
• • You will be instrumental in leading our customer advocacy initiatives. This includes identifying and nurturing customers for case studies, testimonials, and reference programs. You will also play a key role in managing our customer advisory boards and seeking out opportunities for customer recognition through awards and other platforms.
• • The role also encompasses planning and executing engaging customer events and webinars. This includes organizing virtual and in-person user groups, and contributing to the vision and execution of a future user conference, creating valuable touchpoints for our customer community.
• • You will be responsible for creating compelling customer-facing content. This includes developing practical resources such as adoption playbooks, product tip sheets, informative newsletters, and loyalty program materials designed to enhance the customer experience and deepen engagement.
• • A critical aspect of this role is the rigorous tracking and reporting of key performance metrics. You will monitor and analyze data related to renewal rates, churn, Net Revenue Retention (NRR), expansion Annual Recurring Revenue (ARR), product adoption levels, Net Promoter Score (NPS), Customer Satisfaction (CSAT), and overall customer engagement. Utilizing A/B testing and segmentation strategies will be essential to continuously optimize program performance and demonstrate ROI.
• • Ensuring consistency and compliance is paramount. You will be responsible for ensuring all customer communications strictly align with our established brand voice, adhere to privacy compliance standards, and are consistent with documented lifecycle playbooks, maintaining a cohesive and professional brand image across all touchpoints.