Manager, Lifecycle Marketing

Freshworks; Boston, Northern (MA, KY); On-site; USD 135,000 - 165,000; Full time

Job summary

Freshworks is seeking a Lifecycle Marketing Manager to own the lifecycle and nurture strategy for the EX product family across Freshservice, ESM, D42, Firehydrant, and Freddy. You’ll shape the journey framework, drive attribution, and lead a small team delivering nurture programs from awareness to renewal.

You will collaborate with ABM, Digital Marketing, Content Strategy, Product, and Sales to nurture leads into pipeline. This is a hybrid role with onsite work 3x/week in Downtown Boston, MA.

Qualifications

• 8–10+ years of B2B marketing experience, with significant time in lifecycle/nurture marketing at a global SaaS company.
• Experience building or scaling lifecycle programs against an Enterprise ICP, ideally with exposure to ABM-tiered account models.
• Hands-on experience with marketing automation platforms (Marketo preferred) and CRM systems (Salesforce), including scoring models, triggers, and data synchronization.
• Working knowledge of multi-touch attribution models and marketing analytics.
• People management experience, or strong readiness to take on a first direct-report team.
• Excellent cross-functional collaboration skills — this role sits at the intersection of ABM, Digital, Content, Product, and Sales.
• Familiarity with email deliverability, segmentation, and personalization best practices.

Responsibilities

• Own the lifecycle/nurture strategy and journey framework across the EX product family (Freshservice, ESM, D42, Firehydrant, Freddy).
• Assign clear ownership across the team’s active lifecycle program portfolio and hold the team accountable to each program’s KPIs.
• Lead the multi-touch attribution build-out for Lifecycle (first/middle/last-touch model) in partnership with Tooling/Analytics.
• Manage and develop a Lifecycle Marketing team, setting priorities across EX-wide and upmarket/whitespace nurture motions.
• Own the strategy to nurture leads through to pipeline, in partnership with ABM, Digital Marketing, Content Strategy, and Sales.
• Stand up and maintain budget and target tracking for the Lifecycle pod, matching the rigor already in place for ABM and Virtual Events & Webinars.
• Represent Lifecycle Marketing in cross-functional planning for expansion/cross-sell initiatives (e.g., D42/ITAM, AI Attach, CX-to-ITSM, CX Renewal/Upsell) as those motions come online.

Skills

Lifecycle Marketing

ABM

Marketing Automation

CRM (Salesforce)

Attribution Modeling

People Management

Cross-functional Collaboration

Email Personalization

Tools

Marketo

Salesforce

Job description

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.

There’s another option. Freshworks. With a fresh vision for how the world works.

Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.

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

Job Description

Freshworks is looking for a Lifecycle Marketing Manager to lead our newly formed Lifecycle Marketing pod within the ABM, Digital & Lifecycle organization. In this role, you will own the lifecycle and nurture strategy for our Employee Experience (EX) product family — Freshservice, ESM, D42, Firehydrant, and Freddy AI — with a focus on our 501+ employee Enterprise segment. You'll define the journey framework that connects paid and ABM touches, lead the build-out of a multi-touch attribution model, and manage a small team of specialists executing nurture programs across the full customer funnel. You bring deep experience building lifecycle programs in B2B/Enterprise SaaS and are comfortable operating in a matrixed org alongside ABM, Digital Marketing, Content Strategy, Product, and Sales.

What you’ll do at Freshworks:

• Own the lifecycle/nurture strategy and journey framework across the EX product family (Freshservice, ESM, D42, Firehydrant, Freddy), aligned to Freshworks’ 501+ Enterprise ICP and ABM tiering model
• Assign clear ownership across the team’s active lifecycle program portfolio and hold the team accountable to each program’s KPIs
• Lead the multi-touch attribution build-out for Lifecycle (first/middle/last-touch model) in partnership with Tooling/Analytics
• Manage and develop a Lifecycle Marketing team, setting priorities across EX-wide and upmarket/whitespace nurture motions
• Own the strategy to nurture leads through to pipeline, in partnership with ABM, Digital Marketing, Content Strategy, and Sales
• Stand up and maintain budget and target tracking for the Lifecycle pod, matching the rigor already in place for ABM and Virtual Events & Webinars
• Represent Lifecycle Marketing in cross-functional planning for expansion/cross-sell initiatives (e.g., D42/ITAM, AI Attach, CX-to-ITSM, CX Renewal/Upsell) as those motions come online

Qualifications

• 8–10+ years of B2B marketing experience, with significant time in lifecycle/nurture marketing at a global SaaS company
• Experience building or scaling lifecycle programs against an Enterprise ICP, ideally with exposure to ABM-tiered account models
• Hands-on experience with marketing automation platforms (Marketo preferred) and CRM systems (Salesforce), including scoring models, triggers, and data synchronization
• Working knowledge of multi-touch attribution models and marketing analytics
• People management experience, or strong readiness to take on a first direct-report team
• Excellent cross-functional collaboration skills — this role sits at the intersection of ABM, Digital, Content, Product, and Sales
• Familiarity with email deliverability, segmentation, and personalization best practices

Additional Information

We're committed to building a workplace that reflects the diverse world we serve. At Freshworks, you'll find inclusive teams, flexible thinking, and opportunities to grow your career - while making work better for millions.

If this sounds like a journey you want to be part of, we'd love to meet you. Let’s build something refreshing together.
Please note this is a hybrid role with onsite expectations of 3x/week (Tuesday - Thursday) from our Downtown Boston, MA office.

The annualbase salary rangefor this position is $135,000 - $165,000 USD. This role is also eligible for a target bonus.

Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.