Customer Marketing Manager

Wolters Kluwer•Waltham, MA

3d•Hybrid

About The Position

We are seeking a strategic and results-driven Customer Marketing Manager to lead initiatives that drive customer engagement, retention, advocacy, and lifetime value. This role sits at the intersection of marketing, customer success, and sales, ensuring customers have a seamless and impactful experience throughout their journey. The ideal candidate is both analytical and creative—someone who understands customer behavior, builds meaningful relationships, and translates insights into programs that fuel growth.

Requirements

Bachelor’s degree or equivalent required.
10-15 years of experience in customer marketing, lifecycle marketing, or related roles
Proven track record of driving customer engagement, retention, and revenue growth
Proven ability to design and execute targeted, account-specific retention and renewal strategies and campaigns that align with Customer Success and Sales teams, driving contract renewals, expansion opportunities, and long-term customer value through personalized engagement, lifecycle insights, and data-driven campaign optimization.
Deep experience and strong planning acumen in managing events and conferences as strategic demand-generation channels, driving qualified leads, supporting pipeline growth, and enabling sales teams in customer acquisition and renewal conversations.
Customer facing experience with a solid understanding of challenges, needs and pain points across diverse markets.
Thorough understanding and experience of implementing marketing strategies, tactics, and measurement.
Strong understanding of customer journey mapping and lifecycle strategy
Experience working cross-functionally with Sales, Customer Success, and Product Marketing teams
Data-driven mindset with the ability to translate insights into actionable strategies
Strong collaboration and cross-functional skills, with the ability to work effectively with internal and external stakeholders at all levels.
Self-motivated, proactive, and results-oriented, with the ability to manage multiple projects and priorities in a fast-paced environment.
Excellent communication, storytelling, and project management skills

Nice To Haves

Experience in B2B (preferred) or SaaS environments (strongly preferred)

Responsibilities

Develop and execute customer marketing strategies that increase retention, expansion, and customer lifetime value
Segments and targets customer personas (buying committee, non-clinical buyer) based on their lifecycle stage, product usage, industry, persona and other criteria.
Plans and executes customer marketing ABM campaigns and programs across multiple channels, such as email, webinars, social media, events, and advocacy platforms.
Analyze customer data and feedback to identify trends, risks, and opportunities for growth
Gathers insights and feedback from the market and shares to leadership and functional teams to help identify risks and opportunities.
Manage customer-focused events such as events, conferences, webinars, user groups, and community initiatives
Track, measure, and report on key performance metrics (retention, churn, NPS, expansion revenue)