Senior Marketing Manager, Customer Engagement, Adoption

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Develop and implement the customer marketing strategy focused on post-onboarding engagement, product adoption, and realizing customer value.

• Lead comprehensive marketing campaigns and initiatives aimed at enhancing awareness, adoption, and optimization of athenahealth products, features, and innovations.

• Create scalable customer marketing initiatives that transition organizations from basic product usage to optimized workflows and best practices.

• Collaborate with Customer Success, Product, and Training teams to bolster adoption initiatives and educational efforts for customers.

• Set and track marketing KPIs related to customer engagement, adoption, campaign performance, and the realization of customer value.

• Utilize insights to refine and enhance marketing programs.

• Act as a representative for Customer Marketing in cross-functional planning activities.

• Lead the advancement of the Customer Engagement & Adoption Marketing function.

• Mentor and develop a team, including one direct report.

• Stay updated on trends related to customer adoption, education, digital engagement, customer maturity, and best practices in SaaS customer marketing.

• Represent Customer Marketing in enterprise initiatives and strategic planning efforts.

• Collaborate with Customer Advocacy, Events, and Community teams on peer learning, customer stories, and engagement initiatives.

• Travel as required to support customer events, executive engagements, and business priorities.

• Utilize modern AI tools and emerging technologies to enhance workflow efficiency and problem-solving capabilities.

⛳️ Requirements

• Bachelor's degree or equivalent professional experience.

• 8–10+ years of experience in Customer Marketing, Customer Success, Product Marketing, Customer Education, Customer Experience, or related areas.

• 3–5+ years of experience in people leadership, demonstrating success in coaching and developing high-performing teams.

• Proven track record in designing and scaling programs for customer adoption, engagement, or value realization.

• Ability to influence cross-functional stakeholders and lead initiatives without direct authority.

• Strong skills in strategic thinking, program leadership, stakeholder management, and organizational influence.

• Experience in utilizing customer insights, product analytics, and performance metrics to inform business decisions.

• Exceptional communication and executive presentation skills.

• Familiarity with modern AI tools and a proactive interest in leveraging emerging technologies.

• Preferred: experience in the healthcare technology, SaaS, or enterprise software sectors.

• Preferred: experience in building or scaling functions related to customer adoption, engagement, or education.

• Preferred: knowledge of customer journey mapping, product adoption frameworks, customer maturity models, and customer health metrics.

🏝️ Benefits

• Annual discretionary bonus plan, variable compensation plan, and equity plans, depending on role eligibility.

• Health and financial benefits.

• Commuter support.

• Employee assistance programs.

• Tuition assistance.

• Employee resource groups.

• Collaborative workspaces.

• Flexible work-life balance.

• Book clubs.

• External speakers.

• Hackathons.

• A company culture centered on learning.

• Support from an engaged team.

• An inclusive environment.