Customer Evidence Marketing Manager

About the role

The is tasked with developing and executing strategic initiatives to showcase customer success stories that support revenue growth and align with the company's overall business objectives. This role involves building and nurturing advocacy among clients for our products and packages, creating compelling value stories, and producing marketing assets that highlight tangible customer outcomes. The manager will work closely with stakeholders across the Senior Care and Acute & Payer divisions to promote best practices in customer evidence collection, storytelling, and advocacy. The goal is to customer success to drive upsell opportunities, mitigate churn, and strengthen the company's reputation as a leader in healthcare technology. This position requires a strategic thinker with excellent storytelling skills, a deep understanding of the healthcare industry, and the ability to collaborate effectively across multiple teams to ensure consistent messaging and impactful campaigns.

Key facts

What you'll do

• Develop and implement a comprehensive customer evidence marketing strategy that supports the company's revenue and growth goals.
• Identify, cultivate, and strengthen customer advocacy by building relationships with key clients and stakeholders.
• Create and manage a library of customer success stories, case studies, testimonials, and other marketing assets that demonstrate the value of PointClickCare's solutions.
• Collaborate with sales, product, customer success, and marketing teams to gather relevant customer stories and ensure alignment with campaign objectives.
• Support upsell initiatives by leveraging customer evidence to showcase the value delivered and encourage expansion of existing accounts.
• Influence stakeholders across both Senior Care and Acute & Payer business units to adopt best practices in customer advocacy and evidence collection.
• Manage the end-to-end process of collecting, vetting, and obtaining approval for customer success content.
• Distribute customer success stories through various channels, including digital platforms, presentations, and sales enablement materials.
• Monitor and analyze the performance of customer evidence campaigns, adjusting strategies to maximize impact.
• Ensure that all customer stories and marketing assets comply with privacy, confidentiality, and healthcare industry regulations.
• Facilitate internal training sessions and workshops to promote awareness of customer advocacy best practices within the organization.
• Work with marketing to incorporate customer stories into broader marketing campaigns, webinars, and thought leadership initiatives.
• Maintain strong relationships with customers to ensure ongoing engagement and willingness to participate in future storytelling efforts.
• Stay informed about industry trends, competitive landscape, and emerging best practices in healthcare marketing and customer advocacy.
• Support the integration of customer evidence into sales and marketing tools to enhance outreach and engagement.
• Collaborate with the analytics team to track the ROI of customer evidence initiatives and report on key metrics.
• Assist in developing processes and templates to streamline the collection and dissemination of customer success stories.
• Participate in cross-functional meetings to ensure customer evidence aligns with product launches, updates, and strategic initiatives.
• Contribute to the continuous improvement of customer marketing practices, ensuring they remain innovative and effective.

Requirements

• Proven experience in customer marketing, advocacy, or related roles within healthcare, health tech, or B2B technology sectors.
• Demonstrated ability to craft compelling narratives from customer success data and translate complex information into engaging stories.
• Strong project management skills with the ability to handle multiple initiatives simultaneously and meet deadlines.
• Excellent interpersonal and communication skills, with the ability to build trust and rapport with customers and internal teams.
• Knowledge of healthcare industry dynamics, especially in senior care and payer segments.
• Experience in creating various marketing assets, including case studies, presentations, videos, and digital content.
• Familiarity with customer relationship management (CRM) systems and marketing automation tools.
• Ability to influence and collaborate across diverse teams and stakeholders.
• Strategic mindset with a focus on driving revenue, customer retention, and advocacy.
• Attention to detail and commitment to maintaining high standards of content quality and compliance.
• Ability to work independently and proactively in a fast-paced environment.
• Understanding of privacy and confidentiality considerations relevant to healthcare customer data.

Nice to have

• Prior experience working in healthcare technology or health tech companies.
• Knowledge of AI applications in healthcare marketing and customer engagement.
• Experience working with integrated partner ecosystems and third-party vendors.
• Familiarity with healthcare data privacy regulations such as HIPAA.
• Previous involvement in B2B marketing campaigns, especially those focused on complex solutions.
• Understanding of long-term and post-acute care industry trends and challenges.
• Experience with digital storytelling, video production, or multimedia content creation.
• Knowledge of healthcare-specific compliance standards and best practices for customer data handling.

Skills & tools

• Excellent storytelling and content creation skills.
• Strong project management and organizational abilities.
• Effective collaboration and stakeholder management skills.
• Proficiency with CRM platforms and marketing automation tools.
• Data analysis skills to measure campaign effectiveness and ROI.
• Ability to adapt messaging for different audiences and channels.
• Knowledge of healthcare industry standards, regulations, and terminology.
• Creative thinking and problem-solving skills.
• Ability to work independently and as part of a team.
• Strong interpersonal and communication skills, both written and verbal.

Practical notes

• This role is based on-site at our Salt Lake City, UT office.
• Occasional travel may be required for stakeholder meetings, customer visits, or industry events.
• The position involves close collaboration with sales, marketing, product, and customer success teams.
• Candidates should demonstrate a passion for healthcare innovation, customer success, and storytelling.
• The role requires attention to detail, compliance awareness, and the ability to manage multiple priorities.
• The company offers a dynamic environment with opportunities for growth and professional development.
• The successful candidate will be instrumental in shaping how customer success stories are leveraged to support business objectives and industry leadership.
• This position is ideal for someone who is strategic, creative, and about making a meaningful impact in healthcare through effective storytelling and advocacy.