About 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. 

Job Description:

Freshworks is seeking a Sr. Manager, Lifecycle & Retention Marketing to lead our efforts in developing scalable customer lifecycle campaigns and programs that drive customer adoption, retention and ongoing loyalty. Reporting to the VP of Customer Engagement, you will be instrumental in defining our overall customer lifecycle and retention marketing strategy, to ensure we support Freshworks customers across their entire journey with us. This role requires a seasoned leader with extensive experience in both B2B and B2C tech, preferably in SaaS, who is passionate about delivering exceptional customer experiences and driving long-term customer loyalty.

Responsibilities:

Lifecycle & Retention Strategy:

• Develop and implement a comprehensive lifecycle and retention marketing strategy across various channels including email, webinar, in-product and through workshops and events to drive adoption

• Drive initiatives to enhance customer engagement, reduce churn, and increase retention rates across various touchpoints and product lines

• Customer Journey Optimization:

• Lead efforts to map customer lifecycle journeys and identify key touchpoints for optimization.

• Collaborate with cross-functional teams to implement targeted campaigns and initiatives to drive customer activation, retention, and advocacy.

• Customer Insights and Analysis:

• Analyze customer data and behavior to identify opportunities for improving time to value from onboarding to expansion.

• Partner closely with marketing & revenue operations teams to define the framework and specific campaigns that can be deployed to drive adoption

• Cross-Functional Collaboration:

• Partner closely with Product Management, Engineering, Marketing, Sales, and Customer Success teams to ensure alignment on lifecycle and retention strategies and reduce duplication

• Act as a liaison between customers and internal teams, advocating for customer needs and driving alignment on product and marketing priorities.

• Team Leadership and Development:

• Develop and lead a high-performing Lifecycle & Retention Marketing team, providing guidance, mentorship, and professional development opportunities

• Foster a culture of innovation, collaboration, and continuous improvement within the team and across the organization.

• Bachelor's degree in Business Administration, Marketing, or related field; Master's degree preferred.

• 15+ years of marketing experience in B2B and B2C tech, with a focus on SaaS.

• Proven track record of developing and executing successful lifecycle and retention marketing strategies and initiatives.

• Strong analytical skills with the ability to derive actionable insights from customer data.

• Excellent communication, presentation, and interpersonal skills.

• Experience in leading cross-functional teams and driving alignment towards common goals.

• Ability to thrive in a fast-paced, dynamic environment and navigate ambiguity.

• Comfortable with a dual-site working model between the U.S. and India, with the ability to travel as needed.

If you are passionate about optimizing customer experiences and driving long-term customer loyalty through lifecycle and retention marketing strategies, we'd love to hear from you.

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.