eAssist Dental Solutions · 1 day ago
Senior Manager, Customer Marketing
United States
Full-time
Remote
Mid, Senior Level
$100K/yr - $110K/yr
7+ years expeAssist Dental Solutions is a leading provider of dental billing solutions, empowering dental practices with expert-driven services. They are seeking a Senior Manager, Customer Marketing to own measurable revenue outcomes, increase services per customer, reduce churn, and generate referral-driven growth through customer engagement and advocacy strategies.
BillingCRME-CommerceElectronicsInsuranceManagement ConsultingMedicalPayments
Responsibilities
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
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
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
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
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
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
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
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
Qualification
Required
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
Company
eAssist Dental Solutions
eAssist Dental Billing provides electronic customer relationship management solutions for e-commerce and Global 2000 companies. It is a sub-organization of Henry Schein.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$43.5M2021-06-10Acquired
2000-04-20Series B· $35M
1999-10-06Series A· $8.5M
Leadership Team
Brad Billings
Chief Executive Officer l Full Schedule
James V. Anderson, DMD
CEO
Recent News
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2025-01-07
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2024-04-15
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