Manager - Customer Marketing - Freshworks

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). 

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. 

Please note: This role will be based in Denver, CO and requires an in-office presence.

Freshworks is looking for a Senior Manager - Customer Marketing to be responsible for developing and executing marketing campaigns aimed at driving customer expansion around the globe. You will play a critical role in ensuring that our existing customers continue to derive value from our products while identifying opportunities for cross-selling. 

• Manage team of three responsible for regional (North America, Europe, APMEA) customer campaign execution to increase the quality, velocity & volume of Sales Accepted Leads (SALs)

• Collaborate with sales and product teams to identify opportunities for cross-selling additional Freshworks products and services to existing customers.

• Utilize data analytics to assess campaign performance, customer behavior, and ROI to continuously optimize marketing strategies.

• Plan and execute targeted marketing campaigns, email sequences, and content initiatives to engage and nurture existing customers.

• Develop a content and campaign plan to increase marketing touches for customers and identify a quarterly budget for digital investment, and co-own marketing ROI

• Collaborate with Product Management to build relevant in-app journeys to improve conversion

• Partner with Field Marketing to generate warm leads by introducing qualified leads to key field programs and with Digital Marketing and Product Management to build audience pools to retarget engaged audiences on digital channels and email

• Recommend tactics to target the right audience at the right time through digital ads, email nurtures, and field tactics to move them down the funnel

• Monitor the health and profile of incoming MQLs, SALs & MQL: SAL conversion rigorously, using a strong analytical focus, and provide recommendations for optimization, and future performance improvements

• Work closely with cross-functional teams including product, sales, and customer support to ensure alignment in customer growth initiatives

• 7-10 years of marketing experience with experience in integrated campaigns, field programs and demand generation

• Proven experience in customer marketing or growth marketing, preferably in the software or SaaS industry.

• Deep understanding of the buyer journey, demand-focused content strategy, and its application to demand capture

• Fluency in marketing analytics to help build audience segments and optimize the performance of paid and non-paid channels 

• Ability to lead in a global, matrixed organization and work cross-functionally

• Excellent interpersonal and communications skills

Colorado Pay Range: $128,000—$208,000 comprising an annual salary and incentive compensation.

Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.

Freshworks Benefits: Freshworks offers multiple options for medical, dental, vision, disability and life insurance. Flexible time off (plus paid US holidays), commuter benefits (attached to a flexible spending account) and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.