📌 Core Information
🔹 Job Title: Customer Marketing Specialist
🔹 Company: Freshworks
🔹 Location: Bellevue, WA, United States
🔹 Job Type: Full-time
🔹 Category: Marketing
🔹 Date Posted: May 6, 2025
🔹 Experience Level: 2-5 years
🔹 Remote Status: On-site (Bellevue, WA)
🚀 Job Overview
Key aspects of this role include:
- Driving reference and customer evidence strategy across North America
- Collaborating cross-functionally to identify referenceable accounts and create compelling customer stories
- Building trust and credibility with prospective customers by showcasing existing customer success
- Measuring and reporting on the impact of reference activities
- Supporting operational aspects of reference fulfillment
ASSUMPTION: This role requires a balance of strategic thinking, strong communication skills, and operational excellence to effectively manage customer references and drive their use across various teams and channels.
📋 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.
ASSUMPTION: This role involves a mix of strategic planning, project management, and stakeholder communication to ensure customer references are effectively used to drive business outcomes.
🎯 Required Qualifications
Education: Bachelor's degree in Marketing, Communications, Business, or a related field (preferred).
Experience: 3-5 years of experience in customer marketing, advocacy, customer success, or a related customer-facing role.
Required Skills:
- 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
Preferred Skills:
- Experience with Freshworks products or similar customer experience software
- Fluency in additional languages (Spanish, French, German, etc.)
ASSUMPTION: While the role requires specific skills and experience, candidates with a strong background in customer marketing or related fields and a willingness to learn may also be considered.
💰 Compensation & Benefits
Salary Range: $90,200 - $110,500 USD per year
Benefits:
- Dental Insurance
- Medical Insurance
- Vision Insurance
- Disability Insurance
- Life Insurance
- Equity
- Employee Stock Purchase Plan
- Flexible PTO
- Flexible Spending
- Commuter Benefits
- Wellness Benefits
- Adoption Leave
- Parental Leave
Working Hours: Full-time, typically Monday-Friday, 9:00 AM - 5:00 PM PST, with flexibility for the role's requirements
ASSUMPTION: The salary range provided is based on market research for similar roles in the Bellevue, WA area. Benefits are subject to change and may vary based on the employee's location and role.
📌 Applicant Insights
🔍 Company Context
Industry: Software Development, specifically Customer Support Software and Helpdesk solutions
Company Size: 5,001-10,000 employees, which offers a mix of large-company resources and a mid-sized company culture
Founded: 2010, with a history of growth and expansion in the customer experience software market
Company Description:
- Freshworks provides people-first AI service software to deliver exceptional customer and employee experiences
- Over 72,000 companies, including industry leaders like Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks' customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency
- Freshworks is committed to creating a global workplace that enables employees to find their true potential, purpose, and passion, regardless of their background, gender, race, sexual orientation, religion, or ethnicity
Company Specialties:
- Customer Support Software
- Helpdesk
- Web 2.0
- SaaS
- Support Ticket System
- Web-Based Support Ticket System
- CRM
- ITSM
- Applicant Tracking System
- Conversion Optimization Suite
Company Website: Freshworks Inc.
ASSUMPTION: Freshworks' focus on customer experience and employee satisfaction creates an environment that prioritizes these aspects in its hiring and employee development processes.
📊 Role Analysis
Career Level: Mid-level, with opportunities for growth and advancement within the marketing department and the broader organization
Reporting Structure: This role reports directly to the Senior Manager, Customer Marketing, North America, and collaborates with various teams, including Sales, Customer Success, and Marketing
Work Arrangement: On-site in Bellevue, WA, with potential flexibility for remote work based on business needs and individual arrangements
Growth Opportunities:
- Expanding the customer reference program across additional regions and globally
- Developing expertise in customer advocacy and customer experience software
- Gaining experience in cross-functional collaboration and stakeholder management
- Potential career progression into management or specialized roles within customer marketing
ASSUMPTION: This role offers opportunities for professional growth and development, both within the customer marketing function and across the broader organization.
🌍 Location & Work Environment
Office Type: Freshworks' Bellevue office is a modern, collaborative workspace designed to foster productivity and innovation
Office Location(s): 2950 S Delaware St, Suite 201, San Mateo, CA 94403, US (Headquarters) and 2950 S Delaware St, Suite 201, Bellevue, WA 98004, US (Bellevue Office)
Geographic Context:
- Bellevue is a thriving city located near Seattle, WA, offering a mix of urban and suburban living with access to various amenities, including parks, restaurants, and cultural attractions
- The Pacific Northwest region is known for its natural beauty, with mountains, forests, and waterways nearby
- The area is home to a diverse range of industries, with a strong presence in technology, healthcare, and retail
Work Schedule: Full-time, typically Monday-Friday, 9:00 AM - 5:00 PM PST, with flexibility for the role's requirements
ASSUMPTION: The Bellevue office provides a collaborative and engaging work environment, with opportunities for professional growth and development.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screen with the Talent Acquisition team
- Behavioral and situational interviews with the hiring manager and cross-functional stakeholders
- Final interview with the Senior Manager, Customer Marketing, North America
- Background check and offer extension
Key Assessment Areas:
- Customer marketing and reference program experience
- Communication and stakeholder management skills
- Problem-solving and project management abilities
- Cultural fit and alignment with Freshworks' values
Application Tips:
- Highlight relevant customer marketing, reference program, or customer success experience in your resume
- Tailor your cover letter to demonstrate your understanding of the role and how your skills and experience make you a strong fit
- Prepare examples of successful customer reference programs or campaigns you've managed in the past
- Research Freshworks' products and customer success stories to showcase your knowledge of the company and its offerings
ATS Keywords: Customer Marketing, Reference Program, Customer Success, Stakeholder Management, Project Management, CRM, Marketing Automation, Customer Experience Software
ASSUMPTION: The interview process for this role will focus on assessing the candidate's customer marketing experience, communication skills, and cultural fit with Freshworks.
🛠️ Tools & Technologies
- CRM: Salesforce
- Advocacy Tools: UserEvidence
- Marketing Automation: Marketo or similar platforms
- Project Management: Asana, Trello, or similar tools
- Office Suite: Microsoft Office or Google Workspace
ASSUMPTION: Familiarity with these tools is preferred, but not required, as training and onboarding will be provided.
👔 Cultural Fit Considerations
Company Values:
- Customer Obsessed
- Transparency
- Innovation
- Collaboration
- Accountability
Work Style:
- Collaborative and team-oriented
- Results-driven and proactive
- Adaptable and open to feedback
- Strong communication and stakeholder management skills
Self-Assessment Questions:
- How do you approach building and maintaining strong relationships with customers and internal stakeholders?
- Can you provide an example of a successful customer reference program or campaign you've managed in the past?
- How do you balance strategic thinking with operational excellence in your work?
ASSUMPTION: Candidates who demonstrate a strong fit with Freshworks' values and work style will be more likely to succeed in this role.
⚠️ Potential Challenges
- Managing multiple priorities and deadlines in a fast-paced, dynamic environment
- Balancing strategic planning with operational tasks and stakeholder management
- Adapting to changes in priorities or scope based on business needs
- Working with cross-functional teams and stakeholders with varying priorities and expectations
ASSUMPTION: These challenges can be mitigated by strong project management skills, effective communication, and a proactive, customer-focused mindset.
📈 Similar Roles Comparison
- Customer Success Manager: Focuses on driving customer adoption, retention, and expansion, while this role focuses on leveraging customer success stories to drive business outcomes
- Marketing Manager: Oversees broader marketing strategies and campaigns, while this role is focused on a specific aspect of marketing (customer references) and its integration with other marketing efforts
- Customer Experience (CX) Specialist: Focuses on improving customer interactions and touchpoints, while this role leverages customer success stories to drive business outcomes
ASSUMPTION: This role offers a unique blend of customer marketing, project management, and stakeholder communication skills, making it distinct from similar roles within the marketing and customer experience functions.
📝 Sample Projects
- Developing and executing a quarterly customer reference plan, including identification, nomination, approval, and engagement of reference customers
- Collaborating with marketing to create compelling customer success stories and case studies for use in campaigns, sales collateral, and executive communications
- Measuring and reporting on the impact of reference activities, including deal acceleration, story production, and speaker engagement
ASSUMPTION: These projects provide a snapshot of the types of initiatives the Customer Marketing Specialist will be responsible for driving and managing.
❓ Key Questions to Ask During Interview
- How does this role fit into the broader customer marketing strategy for North America and globally?
- What are the key priorities for this role in the first 30, 60, and 90 days?
- How does Freshworks support the professional development and growth of its customer marketing team members?
- What are the most challenging aspects of this role, and how can I best prepare to succeed in them?
- How does Freshworks measure the success of its customer reference program, and what are the key performance indicators (KPIs) for this role?
ASSUMPTION: Asking these questions demonstrates your interest in the role, the company, and its broader strategy, while also providing valuable insights into the position's requirements and expectations.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume to highlight your customer marketing, reference program, and customer success experience
- Write a cover letter that demonstrates your understanding of the role and how your skills and experience make you a strong fit
- Prepare examples of successful customer reference programs or campaigns you've managed in the past
- Follow up with the Freshworks Talent Acquisition team one week after submitting your application to inquire about your application status
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
