Senior Customer Marketing Manager - HealthTech SaaS Role in Columbus
Career & Market Insight
This is a senior individual contributor / program lead role in B2B SaaS marketing, sitting at the intersection of customer marketing, community management, and lifecycle strategy. At 6+ years required experience, it targets a mid-to-senior marketing professional ready to own a program end-to-end without direct reports — but with cross-functional influence across Product, Brand, Demand, and Customer Success.
Skills developed and market value:
- Online community strategy and moderation — a niche but growing discipline as SaaS companies invest heavily in customer-led growth.
- Customer advocacy and lifecycle marketing — highly transferable to customer success, product marketing, and growth roles.
- Data-driven marketing program management — KPI ownership and reporting skills that translate across industries.
- Stakeholder management without authority — a high-signal leadership competency valued at director+ levels.
Compensation signals: No salary range is disclosed, which is a mild yellow flag in a market where pay transparency is increasingly expected. For this seniority level in Canadian healthtech SaaS, the market rate is roughly CAD $110k–$140k total compensation; US-based candidates would expect USD $120k–$155k.
Culture signals: PointClickCare is a large, privately held health tech company (30,000+ provider customers) — it operates more like a mature scale-up than a startup. The role has breadth but no formal team ownership, so upward mobility to a Director of Customer Marketing would be the natural next step. The emphasis on AI integration and Forbes recognition suggests a company investing in tooling and culture, which is a green flag for long-term career development.
At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that's founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare.
With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada's Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work.
At PointClickCare, we empower our people to be the architects of a smarter healthcare future — one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact.
Join us in redefining healthcare — so it doesn't just survive, it thrives. To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.
Travel to Office Expectations
For Remote Roles: If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings.
For Hybrid Roles: If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role.
Location: Remote, Canada & US. (Hybrid from our offices preferred)
Position Summary:
This program leader will evolve our customer engagement marketing strategic plan. They will empower our customers with a relevant and valuable digital experience as they interact with our customer online communities, user groups, nurture programs, and leverage positive customer experiences to influence buyer decisions.
This role will support all market segments, navigating and influencing stakeholders to institute advocacy and engagement best practices. This individual will utilize their breadth of understanding about our industry and products from PointClickCare's full portfolio.
Key Responsibilities:
- Develop strategic planning and execute programs to support customer engagement initiatives. This includes strategically focusing on nurture programs and instituting best practices for engagement in online community, as well as serving as an internal promoter for customer engagement and advocacy within the organization.
- Collaborate with Web Developer(s) to be accountable for the software and technical aspects of the platform(s) used (maintenance, upgrades, implementing new features, etc.). Develop a roadmap for technology requirements to support development, including integrations with customer relationship tools.
- Build relationships, align with, and influence stakeholders.
- Work closely with Brand and Demand teams to drive engagement strategy supporting sales and marketing goals. Use customer channels to amplify adoption, brand, and demand campaigns — and leverage voice of customers to foster champions who seed adoption efforts, upholding PointClickCare's customer-centric focus.
- Provide regular direction, working alongside Enablement, for campaign activation pull-through. Drive continuous awareness and affinity through effective and innovative marketing programs via appropriate channels (email, online communities, in-app, social, etc.).
- Drive active community participation among eligible customers and influencers. Uphold standards for community interaction, map customer journeys, moderate conversations, manage content and tone governance, and promote rules of engagement with cross-functional members (product leaders, regulatory leaders, customer success and support, etc.).
- Innovate and implement ideas to grow all market segments' online community userbases of customer champions and influencers, drive engagement, and expand reach. Collaborate cross-functionally with customer-facing teams, cultivating relationships with SMEs to curate content, resources, and evolve editorial calendars that support product growth and adoption.
- Gather, interpret, and analyze program data; provide insights, recommendations, and solutions to ensure program outcomes show value and reduce churn. Leverage data to manage performance and KPIs — continuously optimizing and improving program performance.
- Contribute to measurement and reporting using applicable technology, tools, and processes to ensure delivery of measurable business results.
- Share customer response data, measurable results, and actionable insights to assist demonstrating value and impact with the Insights & Intelligence team to help build one voice of the customer program.
- Provide customer feedback to upstream portfolio teams, product, and Product Marketing for product development consideration.
- Identify and promote the business value of both online communities' customer engagement and advocacy to cross-functional audiences.
Required Skills & Experience:
- 6+ years of relevant B2B marketing experience in SaaS/Healthcare; a strong marketing manager with proven success in online community administration, user group management, and moderator experience with a proven customer-centric focus.
- Strong strategic problem solver with the ability to bring thought leadership and guidance for cross-functional teams.
- Ability to prioritize while maintaining urgency, thoughtfulness, and keeping an eye on KPIs and success metrics for customers and the business.
- Strategic thinking skills, relationship-building abilities, flexibility, exceptional communication (written and verbal), and a highly collaborative spirit.
Preferred Experience:
- Ability to work hybrid from our offices in Toronto or Salt Lake City.
- Growth mindset.
- Leadership/coaching skills (no formal direct reports) to provide guidance to existing team members and integrate engagement best practices. Experience evolving programs to deliver measurable business results.
- Experience translating insights and data into consumer value and marketing strategy.
- Deep appreciation of customer and product lifecycle methodology.
- Understanding of PointClickCare solution offerings, key industries, and market segments.
PointClickCare Benefits & Perks:
- Benefits starting from Day 1!
- Retirement Plan Matching
- Flexible Paid Time Off
- Wellness Support Programs and Resources
- Parental & Caregiver Leaves
- Fertility & Adoption Support
- Continuous Development Support Program
- Employee Assistance Program
- Allyship and Inclusion Communities
- Employee Recognition … and more!
It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations. As part of our commitment to a streamlined and equitable hiring experience, PointClickCare uses AI tools to assist with candidate screening and assessment.
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Frequently Asked Questions
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