Job Overview:

The Senior Manager, Customer Marketing owns measurable revenue outcomes from the existing customer base. This role is directly accountable for increasing services per customer, reducing churn in a month-to-month model, and generating referral-driven growth through customers and employees. Success in this role is defined by performance against clearly measured retention, expansion, and revenue metrics.

Key Responsibilities:

Core Responsibilities & Accountability

1. Own Customer Expansion Outcomes

• Own the end-to-end expansion engine across the customer lifecycle.
• Define expansion playbooks by customer segment, service mix, tenure, and maturity.
• Identify expansion triggers and moments; design offers, messaging, timing and materials.
• Partner with Sales and Success teams on execution, handoff, and follow-up.
• Continuously test and optimize programs to increase services per customer.

2. Customer Segmentation & Prioritization

• Define and maintain customer segmentation and tiering models based on revenue, services, tenure, and churn risk.
• Design differentiated expansion, retention, and advocacy strategies by segment.
• Ensure focus and resources are directed toward customers and motions that drive the greatest revenue impact.

3. Churn Risk & Retention Strategy (Month-to-Month Model)

• Own churn prevention strategy for a month-to-month customer base.
• Identify seasonal, cyclical, and operational periods when churn historically increases.
• Design proactive counter-programs ahead of known churn-risk periods.
• Partner with Sales, Success, and Data teams to define and monitor churn-risk signals, including:
  • Declines in service usage or engagement
  • Changes in communication or support patterns
  • Billing or payment behavior
  • Operational signals indicating a customer may be preparing to leave
• Build intervention campaigns triggered by churn-risk indicators.
• Track churn and retention at the cohort and segment level.
• Accountable for demonstrating measurable impact on churn reduction during high-risk periods.

4. New Customer Onboarding & Welcome Experience

• Own the end-to-end new customer welcome experience, including welcome kits, onboarding messaging, and early lifecycle communications.
• Define what new customers receive, see, and understand in their first days and weeks.
• Ensure onboarding clearly reinforces value, sets expectations, and accelerates time-to-value.
• Partner with Operations to align messaging with real workflows and delivery.
• Continuously optimize the welcome experience based on early engagement, retention, and churn data.
• Accountable for early-stage engagement and retention outcomes.

5. Referral Growth: Customers and Employees

• Build and scale customer referral programs that generate qualified, trackable pipeline.
• Own employee referral programs, including messaging, enablement, incentives, and visibility.
• Partner with RevOps to establish clear governance, attribution, and measurement.
• Accountable for referral contribution to pipeline and bookings.
   

6. Reviews, Testimonials & Customer Advocacy

• Systematize the collection of customer reviews, testimonials, and case studies.
• Identify promoters and activate them for advocacy, peer references, and sales support.
• Maintain a current, usable library of customer proof across marketing and sales.

7. Customer Communications & Lifecycle Campaigns

• Own customer-facing lifecycle and value-reinforcement campaigns across relevant channels.
• Ensure communications reinforce outcomes, trust, and value realization—not promotions.
• Partner with Brand and Content teams to maintain clarity, consistency, and credibility.

8. Measurement, Scorecard & Revenue Accountability

This role operates against a defined scorecard. Performance is evaluated based on outcomes, not activity.

• Own KPIs including:
  • Services per customer
  • Gross and net retention
  • Churn by cohort and seasonality
  • Referral-sourced pipeline and bookings
  • Review and advocacy velocity
• Define and operationalize reporting that ties customer marketing activity directly to revenue impact.
• Present performance, risks, and recommendations regularly to leadership.

Qualifications:

• 7–10+ years in customer marketing, lifecycle marketing, retention, or expansion-focused roles
• Demonstrated ownership of expansion and retention outcomes in a recurring-revenue or services model
• Experience building referral and advocacy programs from the ground up
• Strong analytical skills and comfort working with imperfect or evolving data
• Ability to operate independently and influence cross-functional partners
• Clear, practical communicator with strong business judgment

Compensation:

$100,000-$110,000/year DOE

Travel:

Remote Position. Travel typically less than 10%.

Who We Are:

At eAssist Dental Solutions, we empower dental practices by providing expert-driven, AI-powered dental billing solutions that maximize collections, streamline revenue cycle management, and allow dental teams to focus on patient care. As part of our continued growth, we’re seeking an experienced lawyer to join our Risk Solutions team. 

eAssist is the nation's leading dental billing and patient billing service provider for dental offices. We were co-founded by a dentist who understands what other dentists need. eAssist currently serves over 3000 dental practices through a unique proprietary technology platform that connects dental practices to vetted dental billing professionals, allowing practice owners to fully outsource their billing department.

eAssist was recently certified as a 2025 Top Workplace and 2024 Great Place to Work, and has been featured on the Inc 5000 list of fastest-growing privately held companies in the U.S. for the last 7 years in a row! We were also recently awarded #10 on Fortune's Great Place to Work for medium-sized Health Care and Biopharma! 

What makes us so unique? We are a 100% remote, nationwide workforce. This means we are truly able to find the best of the best to join our team and they get to do what they love from the comfort of their home office. 

eAssist is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.