Lead - Customer Marketing at FreshBooks

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Software, SaaS, Customer ExperienceIndustries

Requirements

7–10 years of experience in customer marketing, lifecycle marketing, or customer success roles (preferably SaaS)
Proven ability to design and manage automated adoption and renewal programs across multiple channels at scale
Deep understanding of B2B SaaS customer lifecycles and retention economics
Experience using marketing automation tools (HubSpot, Marketo, Gainsight)

Responsibilities

Design and execute adoption journeys: Build and scale structured Pre-90 onboarding programs to accelerate activation and adoption across key product lines
Create automated nurture journeys (emails, in-app prompts, webinars, certifications) tailored by persona and stage
Collaborate with Product and Education teams to ensure customers achieve Time-to-First-Value (TTFV) within target benchmarks
Design retention and re-engagement plays: Design renewal readiness campaigns (T-180/T-120/T-90/T-30) that proactively reinforce value
Partner with Customer Success to launch save sequences for at-risk accounts, triggered by usage or sentiment signals
Build customer-facing content that drives product stickiness — feature deep dives, ROI stories, and use-case spotlights
Operationalize the customer lifecycle: Establish a lifecycle marketing calendar aligned to key adoption, renewal, and expansion milestones
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

Skills

Key technologies and capabilities for this role

Customer MarketingLifecycle MarketingAdoption ProgramsRetention MarketingChurn ReductionCustomer SuccessProduct MarketingCross-functional CollaborationMarketing Program DesignMarketing Program Execution

Questions & Answers

Common questions about this position

Is this position remote or on-site?

This is an on-site position.

What is the salary range for this role?

This information is not specified in the job description.

What are the key responsibilities for this role?

Key responsibilities include designing and executing adoption journeys with onboarding programs and automated nurture journeys, developing retention and re-engagement plays like renewal campaigns and save sequences, and operationalizing the customer lifecycle with a marketing calendar and personalized communications.

What team does this role work with?

This role sits within the Customer Marketing & Advocacy team, reporting to the Customer Marketing Manager of Lifecycle & Retention Marketing, and works cross-functionally with Customer Success, Product Marketing, Education, and Sales.

What kind of experience makes a strong candidate for this position?

Strong candidates will have experience designing and scaling lifecycle marketing programs for customer adoption and retention, building automated nurture journeys and renewal campaigns, and using behavioral data for personalized communications, with the ability to collaborate cross-functionally.

FreshBooks

Cloud-based accounting software for businesses

About FreshBooks

FreshBooks provides cloud-based accounting software aimed at simplifying financial management for small to medium-sized businesses and self-employed professionals. The software allows users to efficiently track expenses, time, and invoices, making it accessible even for those without accounting experience. Users subscribe to the service with various pricing tiers, and they can take advantage of a 30-day money-back guarantee and an 80% discount for the first four months. FreshBooks stands out from competitors by offering a user-friendly interface and mobile accessibility, enabling users to manage their finances on the go. The company's goal is to help business owners and accountants streamline their financial processes, improve organization, and enhance client relationships.

Toronto, CanadaHeadquarters

2003Year Founded

$149.6MTotal Funding

DEBTCompany Stage

Consumer Software, FintechIndustries

201-500Employees

Benefits

Health Insurance

Dental Insurance

401(k) Company Match

Stock Options

Unlimited Paid Time Off

Parental Leave

Home Office Stipend

Professional Development Budget

Risks

Increased competition from market leaders may impact FreshBooks' market share.

Dependency on Stripe's technology could pose risks if Stripe faces issues.

Economic downturns may threaten FreshBooks' subscription-based revenue model.

Differentiation

FreshBooks offers a user-friendly platform for non-accountants, simplifying financial management.

The company provides mobile-friendly solutions, catering to the rise of remote work.

FreshBooks' integration with Shopify enhances e-commerce capabilities for online businesses.

Upsides

FreshBooks' subscription model aligns with industry trends, boosting customer acquisition and retention.

The expansion of Stripe Connect features enhances FreshBooks Payments, improving payment processing.

AI-driven financial analytics tools can provide predictive insights, enhancing decision-making.

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