Senior Manager - Lifecycle Marketing

Company Description

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

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

We seek an experienced Senior Manager for Lifecycle marketing to join the Revenue Growth team at Freshworks. The ideal candidate will be responsible for developing and executing email marketing programs to engage, nurture, and convert customers at all stages of their lifecycle to drive free trial adoption, retention, and conversion. In this role, you’ll plan and execute email marketing techniques to drive adoption and retention for all free trials and free plan users to convert them into paying customers. Previously, you have built lifecycle marketing programs for high-volume operations in PLG companies and have owned business KPIs around retention or revenue. You’ll work closely with our Data teams to build a high-quality first-party database, leverage 3rd party enrichment, build meaningful cohorts, and guide the entire post-trial journey to monetize our free trial base. You thrive in global and cross-functional organizational structures. 

What you’ll do at Freshworks:

• Own and manage lifecycle email marketing programs for all buyer journeys that drive Inbound revenue - these segments include database engagement, in-trial, trial expired and free plan
• Be accountable for Net new customer additions for New business as the business KPI
• Define, develop, and maintain a unified map of our customer journey across entry points, segments, and lifecycle stages
• Collaborate with the Inbound Content Strategy team to identify and develop offers that map to each stage of the customer journey
• Partner with the Sales and Product teams to ensure a seamless customer experience across our lifecycle marketing programs
• Partner with the Marketing Technology and Analytics team to identify key drivers of adoption, conversion, and upgrade 
• Maintain database health by monitoring blacklists, unsubscribes, churn, deliverability, and other metrics to protect the database's health.
• Design email campaigns that help users build repeatable habits and become more engaged with our product 
• Partner with Inbound Content strategy and Product Marketing to ensure messaging relevance and consistency to improve conversion from free trial engagement 

We'd love to hear from you if you have:

• 10+ years of experience in SaaS
• Expertise in email marketing - at least 6+ years driving lifecycle email marketing programs at a global scale
• In-depth knowledge of email marketing best practices, including segmentation, personalization, and A/B testing.
• Advanced proficiency in marketing automation platforms. Strong technical skills and ability to work with fields, synchronization, automated triggers, and data processes.
• Familiarity with HTML and CSS, specifically as it relates to HTML in email
• Knowledge of email deliverability best practices: Understanding email deliverability factors, email reputation management, and ISP regulations, as well as legal requirements around email and personalization (GDPR, CCPA, etc.)
• Analytical mindset with the ability to track, analyze, and interpret email campaign metrics to drive data-driven decision-making.
• Familiarity with CRM systems: Proficiency in working with Customer Relationship Management (CRM) systems to improve data synchronization, enhanced lead nurturing, and customer journey mapping

Additional Information

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