Client Marketing Manager

Position Overview:

The Client Marketing Manager will be responsible for developing and executing strategies to enhance customer engagement, retention, and loyalty for Colibri Healthcare’s B2B clients. This role is all about keeping customers informed and happy, reducing churn, increasing lifetime value (LTV), and driving product adoption through targeted marketing campaigns, personalized communications, and developing a community of brand advocates and product champions. You’ll partner closely with Sales, Client Success, and Product Management to ensure customers feel supported, informed, and empowered throughout their journey with us.

The ideal candidate thrives in a customer-first environment, has experience in customer lifecycle marketing, and understands how to leverage channels like email, push notifications, webinars, and social communities to keep customers engaged. If you love connecting with people, listening and analyzing customer feedback, communicating with customers transparently and clearly, and using data to drive action, this role is for you.

What You'll Do

• Own and implement the customer retention marketing strategy across the lifecycle, from onboarding to renewal.
• Design and execute customer lifecycle campaigns that drive engagement, upsells, and cross-sells.
• Partner with Sales and Client Success to increase customer satisfaction and renewals through segmentation, personalization, and targeted communications.
• Develop and deliver customer education programs, including onboarding sequences, content updates, and regulatory news for TRC Healthcare, CEU360, and Fitzgerald Health Education Associates Amplify.
• Use a mix of marketing channels to deliver the right message to the right customer at the right time, improving adoption, reducing churn, and maximizing value.

Customer Advocacy & Community Building

• Build and manage customer advocacy programs, including referrals, testimonials, product advocates, and case studies.
• Lead engagement initiatives such as customer advisory boards, virtual/in-person events, and loyalty programs.
• Collaborate with Client Success, Product Management, and Customer Insights to manage customer feedback loops and integrate insights into marketing and product strategies.
• Work with Customer Insights to develop and execute regular NPS and Voice-of-Customer (VOC) programs.
• Identify and nurture brand advocates who can serve as case study participants, speakers, and community champions.

Data-Driven Decision Making and Data-Informed Outreach 

• Analyze customer retention metrics, engagement trends, and campaign performance to optimize marketing strategies.
• Use insights from customer data to create targeted initiatives that improve adoption, retention, and expansion.
• Work closely with Marketing and Sales to ensure seamless customer communications and prevent disjointed messaging.
• Track and report on key customer marketing KPIs such as churn rate, retention rate, NPS, and CLV.

Tactical Responsibilities

• Develop and manage automated customer touchpoints using email marketing and CRM tools.
• Maintain engagement and advocacy programs, continuously identifying and recruiting new advocates.
• Conduct customer satisfaction surveys to collect insights that drive business improvements.
• Create marketing content for Customer Success teams to support at-risk customers.
• Provide product feedback from advocates to inform Product Management, Client Success, and Sales teams.

What You'll Need to Succeed

• Bachelor’s degree in marketing, communications, business, or a related field.
• Minimum two (2) years of experience in B2B marketing, retention marketing, or lifecycle marketing. Previous experience in Customer Service, Client Success, or Account Management is a plus.
• Experience with marketing automation, CRM and analytics tools (e.g., HubSpot, Salesforce, Google Analytics, PowerBI). Knowledge of Hubspot and SalesForce a plus. 
• Experience managing customer loyalty or advocacy programs is a plus.
• Data-driven mindset with the ability to track KPIs, analyze trends, and optimize for impact.
• A customer-first mindset and a passion for creating engaging, loyalty-driven experiences.
• Exceptional copywriting and storytelling skills—you know how to make customers feel heard and valued.
• Strategic thinking with the ability to zoom out for big-picture planning and zoom in for execution.
• Strong interpersonal skills to build relationships internally and externally.
• Must be proficient in Microsoft Office programs. 
• Occasional travel (less than 10%) for client events or conferences.