At Freshworks, diversity powers innovation because great ideas can and do come from everywhere. We encourage people from all backgrounds&mdash;particularly historically underrepresented and marginalized&mdash;to join us.
We strive for a workplace culture where everyone can bring their authentic selves to work, feel comfortable speaking out, take risks, and feel they&rsquo;re an integral part of the Freshworks team. It&rsquo;s simple: Happy, fulfilled employees do better, more innovative work.
Our employee resource groups (ERGs) help employees meet, learn, share their unique perspectives, and connect with mentors and opportunities.
Our current ERGs include Women360 and Prideworks, our global LGBTQIA+ group, with more to come as we continue to look for ways to support each other in our goals.

Freshworks

Freshworks has partnered with one of the leading childcare providers in India, offering services for children aged five months to 6 years in select cities like Chennai, Bangalore, Hyderabad, etc.

Freshworks Inc. (with its subsidiaries, &ldquo;Freshworks&rdquo;) is committed to providing a work environment free of harassment, ensuring all individuals are treated with respect and dignity. The Policy Against Sexual and Other Workplace Harassment prohibits any form of harassment based on various factors, such as race, color, creed, gender, gender identity or expression, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), religion, veteran and military status, marital status, registered domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition (including genetic information or characteristics), sexual orientation, or any other characteristic protected by federal, state, or local laws

Freshworks provides 26 weeks (182 days) of maternity leave and 84 days of adoption leave.

Freshworks has partnered with Practo, one of India&rsquo;s largest digital healthcare platforms, to provide all employees access to online doctor&rsquo;s consultations, appointment booking, online medicine delivery, and health check-ups.

Online Doctor’s Consultation

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 &amp; Retention Marketing, this role will play a pivotal part in enhancing the customer journey, reducing churn, and driving greater product adoption. By leveraging data-driven strategies and working across multiple touchpoints in the customer journey, the ideal candidate will drive customer success and long-term 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<ol><li>Develop and Implement Lifecycle Marketing Strategies:<ul><li>Build and execute comprehensive programs spanning onboarding, engagement, and retention.</li><li>Utilize multiple channels such as email, webinars, in-product messaging, events, and more to drive measurable outcomes.</li><li>Develop onboarding and nurture programs to ensure customers derive value quickly and continuously.</li></ul></li><li>Customer Journey Mapping:<ul><li>Analyze and optimize the customer journey to identify critical touchpoints for engagement and retention.</li><li>Develop targeted interventions to enhance customer loyalty and satisfaction.</li></ul></li><li>Churn Reduction and Retention Programs:<ul><li>Implement personalized initiatives to reduce churn and increase customer lifetime value (CLV).</li></ul></li><li>Data Analysis and Reporting:<ul><li>Leverage customer data to derive insights into behavior, usage patterns, and churn risks.</li><li>Track, analyze, and report on key metrics like retention rates, product adoption, and churn to inform decision-making.</li></ul></li><li>Cross-Functional Collaboration:<ul><li>Partner closely with Product, Engineering, Support, Sales, Marketing, and Customer Success teams to align lifecycle strategies with broader company goals.</li><li>Ensure consistent and seamless customer experiences across all touchpoints.</li></ul></li><li>A/B Testing and Optimization:<ul><li>Continuously refine marketing campaigns through A/B testing and other experimentation.</li></ul></li><li>Gathering Customer Feedback:<ul><li>Conduct customer interviews and surveys to gather qualitative feedback on their experiences with our products, services, and email communications.</li><li>Analyze feedback data to identify common themes, pain points, and areas for improvement in email nurture programs and overall customer experience.</li></ul></li></ol>

<ul><li>Bachelor's degree in Business Administration, Marketing, or related field; Master's degree preferred.</li><li>8+ years of experience in lifecycle, retention, or customer marketing, ideally in SaaS or a similar industry.</li><li>Proven track record of developing and executing successful lifecycle programs that drive customer retention and loyalty.</li><li>Strong experience with marketing automation tools, CRM platforms, and analytics tools.</li><li>Exceptional ability to analyze data, derive actionable insights, and present findings effectively.</li><li>Excellent communication, presentation, and interpersonal skills.</li><li>Experience in leading cross-functional teams and driving alignment towards common goals.</li><li>Ability to thrive in a fast-paced, dynamic environment and navigate ambiguity.</li><li>Comfortable with a dual-site working model between the U.S. and India, with the ability to travel as needed.</li><li>Strong written and verbal communication skills, with an ability to craft compelling customer messaging.</li><li>A growth mindset and a customer-first approach to problem-solving.</li></ul>

As our Lifecycle and Retention Marketing Manager, you’ll play a critical role in shaping how customers interact with and derive value from our products, ensuring long-term success for both our customers and our business. If you are passionate about empowering customers through education and driving long-term customer loyalty, we'd love to hear from you.<div sr-tagline=""></div>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.

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