Sr. Director, Customer Marketing

As the #1 advisor for developing and empowering people to deliver the highest quality care, HealthStream's brands include best-in-class apps, software, and specialized solutions. Over the last 30+ years, our Company has remained committed to solving big problems and growing into new product lines. We are constantly innovating and finding new ways to positively impact healthcare organizations.

What does our values-based culture offer you?

• A collaborative work environment

• A mission-oriented mindset

• Work-from-home flexibility

• A chance to grow your career

All our HealthStreamers share a common vision: to improve the quality of healthcare by developing the people who deliver care. For over 30 years, we have remained committed to providing effective solutions through innovation and constant growth. Today, we offer a unified suite of products to streamline scheduling, credentialing, training and learning management, workforce development, and other key areas in the healthcare industry. We provide recurring value and, as a HealthStreamer, you will be at the forefront of healthcare technology innovation!

We offer work-from-home flexibility as part of our hybrid workplace policy. Our three Resource Centers (located in Nashville, TN; Boulder, CO; and San Diego, CA) are available for scheduled in-person events or assigned workspaces for those who want to work in the office. Remote team members also have access to flexible space scheduling for occasional use.

We encourage collaboration and commit to growth for our entire team. Our thriving culture allows our team members to continuously solve big problems, and we value these contributions. If you want to work for a company committed to its values and vision, HealthStream is the place for you!

We make sure patients receive competent care from qualified people. As a HealthStream team member, you would help this vision come to life. We pride ourselves on being a community where you can both build your career and take time away to fulfill your life goals and commitments.

Your Role As a HealthStreamer

Position Summary

As the Senior Director of Customer Marketing, you will lead HealthStream's efforts to transform our customer marketing practice from a distributed set of responsibilities to a centralized, highly collaborative, and coordinated effort to take customer engagement and loyalty to new heights.

In this newly created leadership role, you will blend both strategy and hands-on execution, ensuring existing customer marketing initiatives (events) deliver measurable results while evolving customer marketing to an integrated and aligned approach focused on increasing customer retention and driving growth.

You will work closely with members of Marketing and Account Management leadership, and Product Marketing. You will present to leadership and executive team members on customer marketing activities and results. You will lead a team and collaborate cross-functionally to enhance the overall customer journey, ensure consistent messaging across all touchpoints, and effectively convey the value of our products and new messaging.

Essential Duties and Responsibilities

You will be responsible for adhering to all HeathStream security policies, procedures, and assigned training.

• Optimize Digital Marketing Events (Webinars): Evaluate and create a strategy with clear goals for HealthStream's digital marketing events (webinars) across all business units. Focus on improving content quality, increasing attendance, ensuring consistent messaging, and enhancing promotion efforts to highlight HealthStream's offerings while strategically promoting other products and services across all company webinars. This strategy will drive engagement, lead generation, and cross-selling opportunities while aligning with overall marketing objectives

• Strategic Planning for Customer Events & Engagement: Collaborate with business owners to plan and execute customer forums, both digitally and in person, user conferences, and other HealthStream promotional events. Drive awareness of HealthStream's breadth of services and find creative ways to promote top products ensuring alignment with overall marketing and business objectives for maximum impact and engagement. Expand ongoing customer engagement through online forums, communities, and online groups, seeking ways to impart value to participants while building customer loyalty.

• Develop Strategic Upsell Initiatives: Collaborate with Account Management and Product Marketing to develop and implement upsell strategies across various channels, including email, webinars, events, content, and re-targeting, ensuring alignment with the company's new messaging and product offerings.

• Create Integrated Marketing Strategy: Develop a customer marketing strategy to align all HealthStream business units and top products into every touchpoint, ensuring cohesive messaging, cross-promotion, and maximum exposure across all customer interactions and events. This strategy will integrate seamlessly with overall marketing initiatives to drive awareness, engagement, and adoption of key products and services across the organization.

• Enhance Customer Journey Programs: Design and oversee programs aimed at enhancing the customer journey from onboarding to renewal, incorporating the new messaging and ensuring a seamless experience across all interactions with HealthStream. Develop and maintain close working relationships with customer-facing teams - Account Management, Customer Success, Customer Support, Implementations - to ensure relevant customer teams are briefed on all customer communications and feedback loops are established.

• Increase Customer Feedback and Reviews: Analyze results from customer satisfaction surveys, NPS scores, and third-party ratings to identify opportunities for optimization, drive organizational change where needed, and align strategies with customer feedback and market trends. Optimize programs to increase referrals and customer reviews, identifying key customers for case studies, speaking opportunities, etc.

• Lead and Mentor Teams: Lead, grow, manage, and mentor the Customer Marketing team, fostering a culture of innovation, collaboration, and excellence in conveying the new messaging and product portfolio effectively.

• Provide Strategic Insights: Provide customer and events marketing performance data, insights, and recommendations to company leadership and executives to drive informed decision-making and ensure alignment with company goals and strategies.

• Additional Responsibilities: Perform any other duties and responsibilities as assigned, contributing to the overall success and growth of HealthStream by effectively conveying the new messaging and top product suites across all customer touchpoints and events.

Qualifications

What You Will Need to be Successful

Education, Experience and Knowledge Required

• 6-10 years of experience in B2B marketing, preferably in customer marketing; experience in healthcare or SaaS software a plus

• Bachelor's degree in marketing, Business, or a related field.

• Proven track record of developing and executing successful customer marketing strategies and campaigns.

• Experience leading a team of direct reports and managing cross-functional teams

Skills and Abilities Required

• Strong understanding of customer lifecycle marketing principles and best practices.

• Experience with marketing automation platforms and CRM systems (e.g., Salesforce).

• Excellent analytical skills and the ability to translate data into actionable insights.

• Exceptional leadership and team management skills, with a demonstrated ability to inspire and develop high-performing teams.

• Excellent communication and interpersonal skills, with the ability to build strong cross-functional relationships.

• Proven ability to make decisions and influence stakeholders while working in a fast-moving, multi-stakeholder, evolving organization with a large degree of ambiguity.

Benefits

HealthStream offers a comprehensive benefits package to eligible employees, including:

• Medical, Dental and Vision insurance

• Paid Time Off

• Parental Leave

• 401k and Roth

• Flexible Spending Account

• Health Savings Account

• Life Insurance

• Short- and Long-Term Disability

• Medical Bridge Insurance

• Critical Illness Insurance

• Accident Insurance

• Identity Protection

• Legal Protection

• Pet Insurance

• Employee Assistance Program

• Fitness Reimbursement

If you have a passion for improving healthcare outcomes and empowering healthcare workers, come join the HealthStream team! We hope you join us and be a HealthStreamer!