Customer Marketing Manager

Instinct Science • Doylestown, PA

2d • $90,000 - $115,000 • Remote

About The Position

Instinct Science is looking for a motivated and customer-obsessed Customer Marketing Manager to own marketing programs that increase customer retention, product adoption, expansion (cross-sell & upsell), and advocacy. This role will design and execute scalable programs across the post-sale customer lifecycle — from onboarding and adoption to renewals and advocacy — using tactics such as customer onboarding journeys, retention email programs, product adoption campaigns, customer events, case study and reference programs, community-building, and partner-driven customer initiatives. The Customer Marketing Manager will work closely with Customer Success, Product, Sales, and Marketing to convert customer insight into measurable growth in customer lifetime value and satisfaction.

Requirements

• 3+ years of customer marketing, lifecycle marketing, or B2B marketing experience, preferably in a SaaS environment.
• Demonstrated track record of building and running lifecycle programs that move retention, adoption, and expansion metrics.
• Strong analytical skills and comfort with data — able to define success metrics, run cohort analyses, and report on program ROI.
• Hands-on experience with marketing automation platforms (HubSpot, Marketo, or similar), CRM systems, and analytics tools.
• Exceptional written and verbal communication skills; ability to synthesize customer insight into compelling programs and assets.
• Collaborative mindset with proven ability to work cross-functionally (Customer Success, Product, Sales).
• Project management skills and experience managing multiple concurrent programs and vendor relationships.
• Creative thinker who can combine strategy with an operational bias to deliver results.

Nice To Haves

• Experience in the veterinary or healthcare technology sectors is a plus.
• Experience building customer advocacy and reference programs or running customer events/user conferences.
• Familiarity with renewal and expansion sales motions in mid-market and enterprise accounts.

Responsibilities

• Build and execute a customer lifecycle marketing strategy that improves retention, reduces churn, and drives expansion revenue.
• Develop quarterly and annual customer marketing plans aligned to product roadmaps, renewal cycles, and GTM priorities.
• Partner with Customer Success, Product, Product Marketing, Sales, and Campaign teams to map customer journeys and deliver adoption, renewal, and upsell programs.
• Design and run onboarding, adoption, renewal, and at-risk customer campaigns using HubSpot (or equivalent), including automated journeys and targeted outreach.
• Lead customer advocacy initiatives including case studies, testimonials, references, awards, and customer advisory programs.
• Plan and execute customer events and webinars (virtual and in-person), including user groups and a future user conference.
• Create customer-facing content such as playbooks, adoption guides, product tips, newsletters, and loyalty programs.
• Track and report on key performance metrics (renewal rate, churn, NRR, expansion ARR, adoption, NPS/CSAT, engagement), using testing and segmentation to optimize performance.
• Ensure customer communications align with brand voice, privacy/compliance standards, and documented lifecycle playbooks.

Benefits

• We offer a supportive and caring work environment.
• We are transparent, open, honest, and empathic, both internally and externally.
• We pay our team well.
• We offer medical, dental and vision benefits and 401K with match.
• We give our team owner-like flexibility over work and time-off, including time to innovate and Flow State Fridays.
• We offer a generous stipend that can be used for almost anything to allow you to bring your best self to work.
• We provide all-expense-paid time throughout the year together, including at our annual retreat.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed