Manager - Customer Marketing

Overview
Freshworks is seeking a Lifecycle and Retention Marketing Manager to design implement and optimize comprehensive lifecycle marketing programs that onboard engage and retain our customer base. Reporting to the Sr. Manager of Lifecycle & Retention Marketing this role will play a pivotal part in enhancing the customer journey reducing churn and driving greater product adoption. By leveraging datadriven strategies and working across multiple touchpoints in the customer journey the ideal candidate will drive customer success and longterm revenue growth. This role requires a seasoned marketer with a deep understanding of customer lifecycle management and a track record of driving impactful retention strategies in a B2B environment.

Key Responsibilities

1. Develop and Implement Lifecycle Marketing Strategies:

   • Build and execute comprehensive programs spanning onboarding engagement and retention.

   • Utilize multiple channels such as email webinars inproduct messaging events and more to drive measurable outcomes.

   • Develop onboarding and nurture programs to ensure customers derive value quickly and continuously.

2. Customer Journey Mapping:

   • Analyze and optimize the customer journey to identify critical touchpoints for engagement and retention.

   • Develop targeted interventions to enhance customer loyalty and satisfaction.

3. Churn Reduction and Retention Programs:

   • Implement personalized initiatives to reduce churn and increase customer lifetime value (CLV).

4. Data Analysis and Reporting:

   • Leverage customer data to derive insights into behavior usage patterns and churn risks.

   • Track analyze and report on key metrics like retention rates product adoption and churn to inform decisionmaking.

5. CrossFunctional Collaboration:

   • Partner closely with Product Engineering Support Sales Marketing and Customer Success teams to align lifecycle strategies with broader company goals.

   • Ensure consistent and seamless customer experiences across all touchpoints.

6. A/B Testing and Optimization:

   • Continuously refine marketing campaigns through A/B testing and other experimentation.

7. Gathering Customer Feedback:

   • Conduct customer interviews and surveys to gather qualitative feedback on their experiences with our products services and email communications.

   • Analyze feedback data to identify common themes pain points and areas for improvement in email nurture programs and overall customer experience.

Qualifications :

• Bachelors degree in Business Administration Marketing or related field; Masters degree preferred.

• 8 years of experience in lifecycle retention or customer marketing ideally in SaaS or a similar industry.

• Proven track record of developing and executing successful lifecycle programs that drive customer retention and loyalty.

• Strong experience with marketing automation tools CRM platforms and analytics tools.

• Exceptional ability to analyze data derive actionable insights and present findings effectively.

• Excellent communication presentation and interpersonal skills.

• Experience in leading crossfunctional teams and driving alignment towards common goals.

• Ability to thrive in a fastpaced dynamic environment and navigate ambiguity.

• Comfortable with a dualsite working model between the U.S. and India with the ability to travel as needed.

• Strong written and verbal communication skills with an ability to craft compelling customer messaging.

• A growth mindset and a customerfirst approach to problemsolving.

Additional Information :

As our Lifecycle and Retention Marketing Manager youll play a critical role in shaping how customers interact with and derive value from our products ensuring longterm success for both our customers and our business. If you are passionate about empowering customers through education and driving longterm customer loyalty wed 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.

Remote Work :

No

Employment Type :

Fulltime