Director - Engagement & Monetization

Company Description Please note: this role will be based in San Mateo, CA and requires an in office presence.
Freshworks makes it fast and easy for businesses to delight their customers and employees.
We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user.
Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies - from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM).
Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.
Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years.
Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.
Job Description We seek an experienced Director - Engagement & Monetization to join the Revenue Growth team at Freshworks.
The ideal candidate will own the strategy to drive engagement among free plan and free trial users and improve their buying intent.
This is a unique opportunity to build a squad for five products and personas at varying maturity levels.
You are highly data-driven and have experience building engagement playbooks using in-product tactics and email marketing to drive product adoption, retention & monetization.
In this role, you will lay the infrastructure and define who we target (user segments), which offers we serve (content, demos, price offers, sales-touch), when we serve (moments in the journey), and where we serve these offers (in-product & email).
This is a highly visible and cross-functional role where you’ll work with Marketing & Revenue operations, Product Growth, and sales to define test and scale monetization opportunities.
In the past, you have built lifecycle marketing programs for a high-volume operation in a PLG business.
You will lead a team comprising Lifecycle Marketing and Growth.
You’ll work closely with our Data team to build a high-quality first-party database, leverage 3rd party enrichment, build predictive data models and meaningful segments, and guide the entire post-trial journey to monetize our trial & free base and current customers.
You thrive in global and cross-functional organizational structures.
What you’ll do at Freshworks: Be accountable for leading metrics that determine engagement and conversion from free trials and free plan Engage and monetize active free trial users, resurrect dormant and expired trial users and monetize both bases Leverage internal JBTD research and execute always-on user surveys to understand motivations and barriers to guide the development of engagement playbooks Identify solution spaces aligned to user problems and create and test adoption and retention actions Define engagement metrics and model how they drive business value (e.
g.
, lift in sales conversion rate or Average revenue per user); partner with the Marketing Analytics team to develop measurement and reporting to track performance against these metrics Continuously improve journey conversion rates by identifying new surface areas within product, developing testable hypotheses, and running experiments to validate them Guide development of the right measurement techniques to understand incremental lift from your efforts across in-product and email marketing Collaborate with the Acquisition team to align on ICP and ongoing performance of adoption and retention cohorts to ensure a monetizable and predictable funnel Partner with Product Growth to build and carve out monetizable in-product surface areas to drive adoption and retention Establish a partnership with Product growth teams to create and execute a roadmap of experiments that improve metrics across the funnel Partner with Product Marketing to ensure messaging and content relevance to improve engagement Maintain a high-quality backlog of “ready to implement” features for road mapping Qualifications We'd love to hear from you if you have: A total experience of 10 years, out of which 5+ years of experience leading Product Growth and/or Growth marketing for PLG SaaS organizations Experience in building and scaling lifecycle marketing programs to drive in-product and email-led engagement Experience interfacing with Product and Sales leadership Strong knowledge of audience segmentation, A/B testing, multivariate testing, and other testing methodologies.
Excellent leadership, communication, and interpersonal skills with the ability to collaborate effectively with cross-functional teams.
Additional Information All your information will be kept confidential according to EEO guidelines.
California Pay Range: $216,000 - $351,000+ comprising an annual salary & incentive compensation: You may also be eligible for equity and additional generous company benefits.
At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity.
We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.