Lead - Customer Marketing

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow.

Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

Freshworks

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive.

72,000

Fresh vision. Real impact. Come build it with us.

Lead - Customer Marketing

lifecycle marketing programs

Customer Marketing & Advocacy team

Key Responsibilities

Design and Execute Adoption Journeys

• Build and scale structured Pre-90 onboarding programs to accelerate activation and adoption across key product lines.
  

• automated nurture journeys

• Collaborate with Product and Education teams to ensure customers achieve Time-to-First-Value (TTFV) within target benchmarks.
  

Develop Retention and Re-Engagement Plays

• renewal readiness campaigns

• save sequences

• Build customer-facing content that drives product stickiness — feature deep dives, ROI stories, and use-case spotlights.
  

Operationalize the Customer Lifecycle

• lifecycle marketing calendar

• Use behavioural data to trigger personalized communications across email, in-product, and community channels.
  

• Ensure each touchpoint moves customers from awareness → activation → value → renewal.
  

Leverage AI and Automation

• Use AI to detect adoption gaps, recommend personalized content, and forecast churn risk.
  

• Automate customer lifecycle touchpoints using AI-driven insights on usage, health, and role-based journeys.
  

• Partner with Marketing Ops to integrate these signals into CRM and CLG dashboards.
  

• Run A/B tests on content, cadence, and triggers to continuously improve lifecycle performance.
  

• Present results in quarterly business reviews (QBRs) with key stakeholders.
  

Qualifications

• customer marketing, lifecycle marketing, or customer success roles

• automated adoption and renewal programs

• B2B SaaS customer lifecycles

• marketing automation tools

• analytical skills

• storytelling and content creation

• Collaborative mindset and comfort working cross-functionally with CS, Product, and Marketing teams.
  

• Passion for creating experiences that help customers see value early and often.
  

Preferred Experience

• AI-driven adoption and churn prediction models.

• certification, onboarding, or product education programs.

• Customer-Led Growth (CLG)

• in-app communication platforms

Additional Information

Fresh vision. Real impact. Come build it with us.