Manager Customer 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

As the Customer Engagement Manager on the Engagement & Monetization team, you will design and execute innovative prospect education strategies to ensure Freshdesk and Freshservice prospects have the knowledge and resources needed to confidently evaluate our products and make purchase decisions.

This role requires a strategic thinker with a tactical mindset who can build and scale impactful customer education programs, including webinars, micro-videos, and other learning resources. Working cross-functionally with Content, Analytics, Campaigns, Marketing Ops, and Sales teams, you will play a vital role in driving awareness, engagement, and conversions through targeted educational initiatives. Additionally, you will leverage these programs to source new prospects and increase visibility for Freshworks products and solutions across paid, email, and community channels.

What You’ll Achieve:

Develop and Execute Webinar Strategies:

• Own the trial engagement webinar strategy, creating engaging, educational content tailored to trialists’ needs and pain points.

• Scale both live and on-demand webinars to maximize reach and impact.

Enhance Prospect Education:

• Identify resource gaps in the prospect journey and develop solutions such as micro-videos, how-to content, and guides to improve their evaluation experience.

Boost Webinar Engagement:

• Optimize promotional strategies (email, social media, in-product notifications) to drive webinar registrations, improve attendance rates, and increase on-demand content consumption.

Performance Tracking and Iteration:

• Monitor key engagement and monetization metrics to evaluate program impact, identify areas for improvement, and implement data-driven optimizations.

Cross-Functional Collaboration:

• Partner with Product, Sales, and Marketing teams to align educational content with customer pain points and business objectives.

• Collaborate with Campaigns and Marketing Ops to ensure smooth execution and tracking of all programs.

Drive Revenue Impact:

• Own accountability for engagement-led conversions and ARR growth by ensuring that educational initiatives influence trial-to-paid conversions.

Thought Leadership:

• Stay ahead of industry trends and best practices in customer engagement, leveraging insights to continuously innovate and enhance programs.

Qualifications

Experience in Customer Engagement and Education: 7+ years of experience in customer engagement, education programs, or similar roles within SaaS or technology sectors.

Strong Communication Skills: Exceptional written and verbal communication abilities to craft compelling content and deliver impactful presentations.

Data-Driven Decision Making: Analytical mindset with proven experience in tracking key metrics, identifying trends, and driving actionable insights to improve engagement and conversion rates.

Project Management Excellence: Skilled at managing multiple projects simultaneously, setting priorities, and delivering results in fast-paced environments with shifting deadlines.

Strategic and Tactical Acumen: A balanced ability to think strategically about long-term goals while executing detailed plans effectively to achieve immediate results.

Collaboration and Influence: Strong ability to partner with cross-functional teams, aligning diverse stakeholders around shared goals and initiatives.

Additional Information

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.