📌 Core Information
🔹 Job Title: Customer Marketing Specialist
🔹 Company: Freshworks
🔹 Location: Bellevue, WA, United States
🔹 Job Type: Full-time
🔹 Category: Marketing
🔹 Date Posted: May 2, 2025
🔹 Experience Level: 2-5 years
🔹 Remote Status: On-site (Bellevue, WA)
🚀 Job Overview
Key aspects of this role include:
- Driving the reference and customer evidence strategy across North America
- Collaborating cross-functionally to identify referenceable accounts and create compelling customer stories
- Building trust with prospective customers by showcasing existing customer success
- Partnering with Sales, Customer Success, and Marketing to surface and qualify referenceable customers
- Measuring and reporting on the impact of reference activities
ASSUMPTION: This role requires a proactive, customer-first mindset and strong communication skills to effectively manage customer relationships and create engaging narratives.
📋 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
✅ 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 managing multiple priorities and deadlines, requiring strong organizational and project management skills.
🎯 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
Preferred Skills:
- Fluency in multiple languages (Spanish, French, German, etc.)
- Experience with customer reference software (e.g., UserEvidence, Influitive)
ASSUMPTION: While not explicitly stated, proficiency in Microsoft Office Suite and Google Workspace is likely expected for this role.
💰 Compensation & Benefits
Salary Range: $90,200 - $110,500 USD (based on provided range)
Benefits:
- Dental Insurance
- Medical Insurance
- Vision Insurance
- Disability Insurance
- Life Insurance
- Equity
- ESPP
- Flexible PTO
- Flexible Spending
- Commuter Benefits
- Wellness Benefits
- Adoption Leave
- Parental Leave
Working Hours: Full-time (40 hours/week), with flexibility for remote work on occasion
ASSUMPTION: The salary range provided is inclusive of base salary and may not include additional compensation such as bonuses or equity. Benefits are subject to change and may vary based on employment status and location.
📌 Applicant Insights
🔍 Company Context
Industry: Software Development, specifically Customer Support Software and Helpdesk solutions
Company Size: 5,001-10,000 employees (global), with a significant presence in the United States
Founded: 2010, with headquarters in San Mateo, California
Company Description:
- Freshworks provides people-first AI service software to deliver exceptional customer and employee experiences
- Offers enterprise-grade solutions that are powerful, yet easy to use, and quick to deliver results
- Serves over 72,000 companies worldwide, including prominent brands like Bridgestone, New Balance, Nucor, S&P Global, and Sony Music
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
ASSUMPTION: Freshworks is a well-established company with a strong global presence, offering extensive growth opportunities and a diverse work environment.
📊 Role Analysis
Career Level: Mid-level, with potential for growth into management or specialist roles
Reporting Structure: This role reports directly to the Global Head of Customer Marketing and collaborates with cross-functional teams, including Sales, Customer Success, and Marketing
Work Arrangement: On-site in Bellevue, WA, with occasional remote work flexibility
Growth Opportunities:
- Progression into management or senior specialist roles within the Customer Marketing team
- Expansion into other marketing disciplines or functional roles within the organization
- Potential to work on global projects and gain international experience
ASSUMPTION: This role offers significant opportunities for professional growth and development within a dynamic and expanding organization.
🌍 Location & Work Environment
Office Type: On-site office in Bellevue, WA, with remote work flexibility
Office Location(s): 2950 S Delaware St, Suite 201, San Mateo, California 94403, US
Geographic Context:
- Bellevue is a thriving city located in the Eastside region of the Seattle metropolitan area
- Offers a mix of urban and suburban living, with easy access to outdoor recreation and cultural attractions
- Home to a diverse and growing tech industry, with many Fortune 500 companies and startups
Work Schedule: Full-time, with standard business hours and occasional flexibility for remote work
ASSUMPTION: The Bellevue office provides a collaborative and innovative work environment, with ample opportunities for professional growth and development.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screen with the hiring manager
- In-depth interview with the Global Head of Customer Marketing and other team members
- Final round interview with senior leadership
- Background check and offer extension
Key Assessment Areas:
- Communication skills and ability to craft engaging narratives
- Relationship-building and stakeholder management skills
- Project management and organizational skills
- Understanding of customer lifecycle and reference best practices
- Familiarity with CRM systems and marketing automation platforms
Application Tips:
- Highlight relevant experience in customer marketing, advocacy, or customer success
- Demonstrate strong communication skills through a well-crafted resume and cover letter
- Showcase any experience with customer reference software or B2B SaaS
- Tailor your application to emphasize your understanding of the customer lifecycle and reference best practices
ATS Keywords: Customer Marketing, Customer Success, Reference Best Practices, CRM Systems, Marketing Automation, B2B SaaS, Customer Lifecycle, Project Management, Stakeholder Management
ASSUMPTION: The interview process for this role is likely to be comprehensive and competitive, focusing on both technical skills and cultural fit.
🛠️ Tools & Technologies
- Salesforce (CRM)
- UserEvidence (Advocacy Tool)
- Marketing Automation Platforms (e.g., Marketo, HubSpot)
- Microsoft Office Suite
- Google Workspace
ASSUMPTION: Familiarity with these tools is essential for success in this role, and candidates should be prepared to demonstrate their proficiency during the interview process.
👔 Cultural Fit Considerations
Company Values:
- Customer-centric
- Innovative
- Collaborative
- Accountable
- Transparent
Work Style:
- Fast-paced and dynamic
- Collaborative and team-oriented
- Focused on results and continuous improvement
Self-Assessment Questions:
- How do you approach building strong relationships with customers and internal stakeholders?
- Can you provide an example of a time when you crafted a narrative that resonated with both internal and external audiences?
- How do you manage multiple priorities and deadlines in a fast-paced environment?
ASSUMPTION: Freshworks values candidates who are customer-focused, innovative, collaborative, and results-driven, with a strong work ethic and a commitment to continuous learning and improvement.
⚠️ Potential Challenges
- Managing multiple priorities and deadlines in a fast-paced environment
- Building and maintaining strong relationships with customers and internal stakeholders
- Crafting engaging narratives that resonate with diverse audiences
- Navigating a large, global organization with a complex stakeholder landscape
- Adapting to changes in priorities, processes, or tools as the company grows and evolves
ASSUMPTION: These challenges can be overcome with strong communication skills, a proactive and customer-first mindset, and a commitment to continuous learning and improvement.
📈 Similar Roles Comparison
- Compared to other customer marketing roles, this position places a greater emphasis on managing customer references and creating compelling customer stories
- Freshworks' focus on customer-centricity and innovation sets it apart from other B2B SaaS companies
- This role offers significant growth opportunities and the chance to work on global projects, similar to roles in larger enterprises
ASSUMPTION: Candidates should consider their career goals and preferences when comparing this role to similar positions in the industry.
📝 Sample Projects
- Developing a regional customer reference program from scratch
- Collaborating with cross-functional teams to create a comprehensive customer evidence strategy
- Managing a portfolio of referenceable customers and tracking their progress through the customer lifecycle
ASSUMPTION: These sample projects illustrate the diverse range of responsibilities and opportunities available in this role.
❓ Key Questions to Ask During Interview
- How does this role fit into the broader customer marketing strategy for Freshworks?
- What are the most significant challenges facing the customer reference program in North America?
- How does Freshworks support the professional development and growth of its employees?
- What are the key priorities for this role in the first 30, 60, and 90 days?
- How does Freshworks foster a culture of innovation and continuous improvement?
ASSUMPTION: These questions demonstrate a candidate's interest in the role, the company, and their commitment to driving success in this position.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume and cover letter to highlight your relevant experience in customer marketing, advocacy, or customer success
- Prepare examples of your ability to craft engaging narratives and manage customer relationships
- Follow up with the hiring manager one week after submitting your application to express your continued interest in the role
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
