Senior Manager - Customer Content

Company Description 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 As the Senior Manager of Customer Marketing Content, we are looking for a master storyteller to make Freshworks' case studies and other customer features come to life and captivate a broad business audience.
You will play a critical role in leading and guiding our customer marketing efforts across two key pillars: Customer Stories and Best Practices.
You will be responsible for developing and implementing strategies for both, with a special focus on Customer Stories, a company-wide priority.
This is a player-coach role with both management and writing key to success in the role.
This role requires a background in content management, storytelling and team leadership, as well as a deep understanding of customer-centric marketing.
Responsibilities: Oversee and mentor a team of marketing professionals across Customer Stories and Best Practices.
Clearly define roles and responsibilities for outreach, writing, and producing stories including post-publication follow up with featured customers.
Develop a comprehensive strategy for creating and distributing customer stories that feature the successes and achievements of our clients.
Collaborate closely with the Sales and Customer Success teams to identify compelling customer use cases and translate them into engaging content.
Spearhead the distribution of customer stories through various channels, including but not limited to our website, social media, email campaigns, and partner networks.
Ensure the content reaches the right audiences and drives maximum impact.
Develop strategies for the Best Practices pillars, which may include partnering to create thought leadership content, industry insights, educational resources, and certifications.
Define and track key performance indicators (KPIs) for each pillar to measure the effectiveness of the content marketing efforts.
Use data-driven insights to optimize content strategies and improve overall performance.
Collaborate closely with various departments, including Product Marketing, Sales, and Customer Success, to align customer marketing efforts with overall business objectives and customer needs.
Responsible for managing the content marketing budget and making strategic decisions on resource allocation to achieve the best possible outcomes.
Stay up-to-date with industry trends, best practices, and emerging technologies in content marketing and customer storytelling.
Constantly strive to consider different forms of media or how content can be captured once and deployed many places with audio, video and illustrations.
Qualifications Minimum of 10 years of experience in content marketing or related roles, with a proven track record of leading and managing content teams.
Deep understanding of customer-focused marketing and the ability to partner internally to find customers and connect with customers through compelling stories and content.
Strong expertise in developing and executing content strategies, with a specific focus on customer stories.
Excellent leadership and communication skills, with the ability to collaborate effectively with cross-functional teams.
Proficient in using data and analytics to inform decision-making and measure the effectiveness of content marketing efforts, and share findings with relevant stakeholders.
A creative thinker with a passion for storytelling and the ability to bring unique and innovative ideas to the table.
Familiarity with the SaaS industry landscape and trends related to the company's products and services.
Additional Information California Pay Range: $165,600-269,100+ 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.