Director - Customer Marketing

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 strategic, customer-obsessed Director to lead Executive Customer Advocacy and high touch strategic programs - this is a high-visibility role focused on building deep, trusted relationships with our most senior customer champions.

In this role, you’ll design and lead executive engagement programs that turn C-level customers into advocates, advisors, and amplifiers of the Freshworks story. From closed-door roundtables and advisory boards to high-impact speaking opportunities, you’ll architect the motion that transforms executive satisfaction into business influence and growth.

Reporting to the Head of Customer Advocacy and Voice of Customer, you’ll work cross-functionally with sales, success, product, and brand teams to spotlight executive voices in the market and embed them across our GTM engine.

What You’ll Own

• Executive Advocacy Strategy: Define and drive a global strategy to identify, engage, and activate C-level customer advocates. Map advocacy opportunities across the journey—from new logo wins to expansion milestones.

• Freshworks EX / CX Champions Program: Own the development, engagement, and growth strategy for our new Employee Experience (EX) and Customer Experience (CX) Champions—curating tailored journeys that recognize top advocates, deepen relationships, and amplify their influence across peer networks and industry forums.

• Customer Advisory Councils & VIP Forums: Design and operationalize exclusive programs such as Executive Advisory Boards, Innovation Councils, and strategic 1:1 briefings with internal leaders.

• Customer Thought Leadership: Spotlight executive voices across events, analyst engagements, speaking slots, and digital content. Package their insights into content that drives peer influence and industry buzz.

• Reference & Testimonial Engine: Manage executive-level reference requests, customer story development, and speaker placements in alignment with strategic deals and campaigns.

• Strategic Stakeholder Alignment: Collaborate with Sales, Customer Success, Product Marketing, and Comms to identify high-potential executive advocates and create engagement plans tailored to their goals and personas.

• Measurement & Impact: Establish KPIs to track influence on revenue, deal acceleration, retention, and brand perception. You’ll measure not just participation—but executive advocacy as a business driver.

• 10+ years of experience in customer marketing, executive programs, or customer advocacy at a global B2B SaaS or enterprise tech company
• Proven track record of engaging C-suite customers and driving advocacy that leads to revenue growth and market influence
• Exceptional communicator, comfortable building trust with senior executives and translating their insights into compelling narratives
• Deep understanding of the customer lifecycle, and where executive engagement can accelerate impact
• Highly cross-functional; able to navigate complex orgs and drive alignment across sales, success, and marketing
• Experience with customer reference platforms and CRM tools such as Salesforce, ReferenceEdge, or similar
• Strategic thinker with strong execution chops—you can create a vision and make it real

The annual base salary range for this position is $168,000 - $276,000 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 in San Mateo, CA 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.