About the Role
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.
Key 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)
Qualifications
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 >Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.
Additional Information:
Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.
