Customer Marketing Specialist

About the Role

Key Responsibilities

• Scale the North America reference program to identify, nurture, and manage customers who can speak to their success with Freshworks in both 1:1 and 1:many formats (sales references, events, analyst briefings, etc.)
• Partner with Sales, Customer Success, and Marketing to surface and qualify referenceable customers across all segments and products
• Serve as the go-to lead for all reference-related needs across the region—including customer nominations, approvals, usage tracking, and reporting
• Collaborate with Marketing to embed customer references in regional campaigns, sales collateral, web content, and executive communications
• Measure and report on the impact of reference activities (e.g., influence on deal acceleration, story production, speaker engagement)
• Provide regional support for customer evidence activities related to earnings calls, PR, AR, and executive programs
• Support operational aspects of reference fulfillment, including SPIFF tracking, internal dashboards, and program health checks

Requirements

• Bachelor's degree in Marketing, Communications, Business, or a related field (preferred)
• 3-5 years of experience in customer marketing, advocacy, customer success, or a related customer-facing role
• Proven ability to build strong relationships with customers and internal stakeholders
• Exceptional written and verbal communication skills - especially in crafting narratives that resonate with both internal and external audiences
• Strong organizational and project management skills; ability to juggle multiple priorities and deadlines
• Familiarity with CRM systems (e.g., Salesforce), advocacy tools (e.g., UserEvidence), and marketing automation platforms
• Experience working within B2B SaaS and a strong understanding of the customer lifecycle and reference best practices
• A proactive, collaborative, and customer-first mindset

Benefits & Perks

• The annual base salary range for this position is $90,200 - $110,500 USD
• Bonus/equity may be available
• Hybrid role requiring in-office presence 3 days/week (Tue-Thur)
• Multiple options for dental, medical, vision, disability and life insurances
• Equity + ESPP, flexible PTO, flexible spending, commuter benefits, and wellness benefits
• Adoption and parental leave benefits