Responsibilities

• 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.
• Please note this is a hybrid role with onsite expectations of 3x/week (Tuesday - Thursday) from our Downtown Boston, MA office.

Requirements

• 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