Customer Marketing Specialist

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done. 

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including 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. And, over 4,500 Freshworks employees make this possible, all around the world. 

Fresh vision. Real impact. Come build it with us.

Freshworks is seeking a passionate and detail-oriented Customer References Lead to drive our reference and customer evidence strategy across North America. This role is essential to building trust and credibility with prospective customers by showcasing the success and satisfaction of our existing customer base. You will collaborate cross-functionally to identify referenceable accounts, create compelling customer stories, and scale our reference activities across sales, marketing, and executive engagements.

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.

• Bachelor's degree in Marketing, Communications, Business, or a related field (preferred).
• 3–5 years of experience in customer marketing, advocacy, customer success, or a related customer-facing role.
• 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.

The annual base salary range for this position is $90,200 — $110,500 USD.

Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.

Please note this is a hybrid role that requires an in-office presence 3 days / week (Tue-Thur)

Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave 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.