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Marketing Manager, Customer Retention



Marketing & Communications, Customer Service
Toronto, ON, Canada
Posted on Tuesday, July 2, 2024

About FreshBooks

FreshBooks is a leading cloud-based SaaS accounting software designed with one goal: to help small business owners grow. We reached unicorn status after raising our valuation to more than $1 billion and continue to scale our business to serve business owners, their clients, and accountants in more than 160 countries worldwide. FreshBookers are found all over the globe, and our goal is to create connection as a human-first workplace. Our teams have adopted different working environments based on how they collaborate best. Some are fully remote and others are truly hybrid - it all comes down to what's best for the team and for everyone FreshBooks builds for.

The Opportunity - Marketing Manager, Customer Retention

As a member of the Core Subscription Marketing team, you will play a major role in a customer’s daily engagement with FreshBooks. You will deeply understand and empathize with our customers, and build go-to-market strategies that drive awareness, understanding, and growth of new and existing FreshBooks products.

You will own the strategy to retain revenue from our customer base by promoting existing features, championing win-back campaigns and participating in the conversation to improve and simplify the user interface.

You will have experience in lifecycle marketing with an ability to translate metrics into successful programs and work across functions to execute these programs. You will also be able to navigate ambiguity, look for opportunities to innovate, constantly try to understand our customers, and advocate solutions that help them manage their businesses.

NOTE: This role can be worked remotely from the above location.

What You'll Do as a Marketing Manager, Customer Retention

  • Contribute in building budget and forecast for line of business
  • Investigate and uncover customer retention opportunities via qualitative and quantitative data
  • Own the strategy for engagement and retention and coordinate execution
  • Coordinate the development & execution on results-oriented marketing programs that drive awareness, adoption and engagement
  • Have a strong understanding of the customer and the customer journey
  • Identify and leverage new communication channels
  • Contribute to user interface improvements to simplify and increase adoption

What you'll need:

  • 2-3+ years of marketing experience and experience
  • A track record of successfully partnering with cross-functional teams to uncover insights and bring projects to life
  • Curiosity to uncover customer insights
  • Strong analytical and problem-solving skills
  • Project management skills
  • Ability to work and thrive in a self-starter, fast-paced and changing environment

You'll Stand Out If You Bring Experience In

  • Experience using Business Intelligence tools like Looker or Tableau, and Excel an asset
  • SQL knowledge

Our Commitments to You

At FreshBooks each person knows their opinion is valued, and can see their impact on the lives of over 10 million small business owners around the world. Accelerate your career, work on projects you're passionate about, and work as a part of a collaborative team without ego! Here are some of the ways FreshBooks recognises and rewards our full time employees:

  • 🩺 Comprehensive Health and Wellness Benefits. Including retirement savings program or pension plan matched to your local office, stock options for every full time employee, generous time off, parental leave and new parent support, annual healthy living credit, comprehensive medical and dental benefits dependent on your region, and more.
  • 📚 Perks that Matter. Including a Peer Recognition Program, an Employee Assistance Program, headphone credit, meaningful in-person gatherings to bring onsite and remote employees together, and more perks matched to your locale.
  • 🌱Working Environments to Help You Thrive. Beautiful office spaces welcome you in Canada and Mexico, and those without access to a FreshBooks office receive a home office credit to set up your home office.
  • 🤗 Supportive Peer Group, Mentors, and Leaders. We care about each other across the organisation and have programs to support this so everyone feels a strong sense of belonging, and believes in collective impact.
  • 🚀 Accelerated growth. Comprehensive company onboarding, career development through continuous coaching, training, and learning on the job.


Even if your experience doesn't meet every bullet on the above lists, we'd love to learn more about you and why you think FreshBooks is the next step in your career.

FreshBooks is an equal opportunity employer. We do not discriminate based on gender, religion, race, mental disability, sexual orientation, age, or any other status. All applicants are considered based on their qualifications and merits. At FreshBooks, we inspire an environment of mutual respect and we believe diversity and inclusion are crucial to our success.

FreshBooks provides employment accommodation during the recruitment process. Should you require any accommodation, please indicate this on your application and we will work with you to meet your accessibility needs. For any questions, suggestions or required documents regarding accessibility in a different format, please contact us at phone 1-416-780-2700 and/or