Instinct Science

Customer Marketing Manager

Instinct Science

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $90,000 - $115,000 per year

About the role

  • 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.

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.
  • Preferred: 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.
Benefits
  • medical, dental and vision benefits
  • 401K with match
  • owner-like flexibility over work and time-off
  • generous stipend
  • all-expense-paid time throughout the year together, including at our annual retreat
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer lifecycle marketingB2B marketinglifecycle programsanalytical skillscohort analysesprogram ROImarketing automationCRM systemscustomer advocacy programsevent planning
Soft Skills
written communicationverbal communicationcollaborative mindsetproject managementcreative thinkingcross-functional teamworksynthesizing customer insightsstrategic thinkingoperational biasresults-oriented