Senior Manager, Customer Marketing & Engagement
PatientPoint, LLC, Cincinnati, OH, United States
Join PatientPoint to be part of a dynamic team creating change in and around the doctor's office. As a leading digital health company, we
innovate
to positively
impact
patient behaviors. Our purpose-driven approach offers
an inspirational career
opportunity where you can contribute to improving health outcomes for millions of patients nationwide.
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
#J-18808-Ljbffr
innovate
to positively
impact
patient behaviors. Our purpose-driven approach offers
an inspirational career
opportunity where you can contribute to improving health outcomes for millions of patients nationwide.
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
#J-18808-Ljbffr