Customer Marketing Manager - Doylestown - Instinct Science

Description

Meet Instinct

Instinct Science is at the forefront of veterinary innovation, comprised of world-class tools that have served our industry for decades: easy-to-use veterinary practice software (Instinct EMR), an essential resource for expanding your knowledge and skills (Clinician's Brief), clinical and pharmaceutical decision support (Standards of Care & Plumb's), and an AI scribing platform (ScribbleVet). Combined, Instinct Science offers an ecosystem that veterinarians rely on for every aspect and stage of their careers.

At Instinct Science, we believe in leading with compassion. Our team, our customers, and their patients and clients are the foundation of everything we do. Our culture is guided by our U.C.A.R.E. values, which serve as our daily compass:

• Urgency: We move with speed because our mission is too important to wait. Urgency means prioritizing high-impact work, making timely decisions, and being highly responsive to our customers, partners, and fellow employees.
• Customer First: We're our customers' (and this profession's) biggest fans. We put them first and obsess over helping them solve their challenges.
• Act with Grace, Not Teeth: We treat people with kindness, humor, humility, and assume good intent. We ask what we would want if we were in the other person's shoes.
• Right Things, Right Reasons: We take ownership of all tasks, big and small. When we make mistakes, we own them, fix them quickly, and learn.
• Excellence is in our DNA: We hold ourselves and each other to high standards because our work is too important to do otherwise.

A Sneak Peek of Your Role

This job, and the team at Instinct, is remote.

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.

What You'll Do

• 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.

Who You Are

• Must Haves:
  • 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.

How Instinct will Care about YOU

• 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.

The compensation range for this role is $90,000 - $115,000. Actual compensation will be determined through a variety of factors including the candidate's skills, qualifications, and experience.

Instinct is an equal opportunity employer committed to equality and providing a pleasant work environment free from harassment or discrimination in any form. All employees will be treated equally without regard to race, color, religion, sex, sexual orientation, gender identity, family or parental status, national origin, ancestry, veteran, or disability status.

If you require accommodations throughout any part of the pre-employment process, please contact our People team