Senior Manager, Early Lifecycle and Conversion

About the RoleFreshBooks is seeking a highly driven Senior Manager (Early Lifecycle and Conversion) to lead the design and implementation of onboarding and activation strategies that accelerate conversion and increase product adoption & engagement. In this role, you will focus on optimizing the customer journey from the moment users sign up, ensuring they quickly experience the value of FreshBooks’, and are set up for continued success with the platform. In addition to onboarding, you will collaborate cross-functionally with Product, Customer Experience, and Marketing teams to ensure an integrated approach to drive Experience-Led Growth. This includes embedding a customer-first mindset across all touchpoints, from personalized communications to proactive problem-solving. Using data-driven insights, you will craft personalized experiences that meet the unique needs of customers across their early lifecycle. You will also be responsible for establishing feedback loops at key stages of the customer journey, integrating this feedback into continuous improvements to enhance the user experience. As an advocate for customer experience, this is an exciting opportunity to help shape the future of our customer onboarding experience to drive positive customer experience outcomes and business growth. NOTE: This role can be worked remotely from the above location. **What You'll Do as a Senior Manager (Early Lifecycle and Conversion)**Customer Journey Optimization

• You will own development and change management of a Experience-Led-Growth Go-To-Market motion, working closely with partners in Product, Marketing and Customer Experience.
• You will own the strategy and execution of early lifecycle initiatives across the customer journey, from onboarding to early lifecycle product engagement, balancing business goals with customer needs.
• You will design and implement onboarding strategies that accelerate time-to-value, boost product adoption, and increase long-term engagement.
• You will use customer insights to help deliver personalized experiences across onboarding communication, in-product messaging, and across other digital channels.

Campaign Strategy and Planning

• You will lead the planning and execution of integrated campaigns, including Direct Buy offers and seasonal initiatives, developing a roadmap that aligns with revenue and growth objectives.

Feedback Loop Integration

• You will implement feedback mechanisms throughout the customer journey and apply insights to continuously improve experiences.
• You will promote a customer-first mindset across the organization, ensuring user experience is prioritized in all strategies.

Performance Measurement

• You will define outcomes for Product-Led Growth (PLG) initiatives and regularly report on metrics such as Customer Lifetime Value (CLTV), Net Promoter Score (NPS), product engagement, conversion and onboarding engagement

What You'll Bring to the Role

• 6+ years of experience in PLG, growth marketing, or a similar role within a B2B SaaS environment.
• Proven ability to independently define methods, ways of working, and solutions for complex marketing challenges, taking a data-informed approach.
• Proven track record in developing and executing segmentation strategies and managing marketing campaigns.
• Strong understanding of marketing attribution models and experience rethinking or implementing new frameworks.
• Expertise with CRM systems, marketing automation platforms, and data & analytics tools is considered an asset (Salesforce Marketing Cloud, Pendo, Looker, FullStory, etc.).
• Ability to work cross-functionally with teams such as Performance Marketing, Demand Generation, SEO, Data, and Revenue Operations, leading initiatives and influencing without direct authority.
• Excellent analytical, project management, and leadership skills.
• Proven ability to adapt and thrive in fast-paced, constantly evolving environments.

You'll Stand Out If You Bring Experience In

• Driving change and results in pursuing a Product Led Growth GTM strategy
• Scaling efficient growth in the financial services landscape

FreshBooks You've probably learned a bit about FreshBooks before making it to this point, but let us take a moment to introduce ourselves: FreshBooks is a leading cloud-based SaaS accounting software platform built for small business owners and consistently ranks #1 easiest to use. With an emphasis on keeping things simple and stress-free wherever possible, FreshBooks makes the hard parts of running a business a little bit easier. With FreshBooks, our customers can get paid faster and spend less time on admin and paperwork, so they can focus on what they do best—growing their businesses. We believe in human-centric connections that empower teams to do their best work. Headquartered in Toronto, Canada, our team operates in clusters across North America and Europe using a variety of working environments—remote, hybrid, and in-office—all based on what’s best for the team, collaboration, and mental well-being. We are committed to creating a supportive and flexible workplace where everyone can thrive, grow, and make an impact on the lives of small business owners and accountants worldwide. Perks & Benefits We Understand That You'll Weigh Many Factors When Deciding If FreshBooks Is The Right Next Step In Your Career. Here Are Some Of Our Offerings For Our Employees (we Call Ourselves ✨ FreshBookers✨) To Support Their Growth

• 🩺 Comprehensive health and wellness benefits. Including a 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, fertility and gender-affirming 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 local cluster.
• 🌱 Working environments to help you thrive. Beautiful office spaces welcome you in Toronto, Amsterdam, and San Luis Potosi. If you don't have access to a FreshBooks office, you receive a home office credit to set up your home office.
• 🤗 Supportive peer group, mentors, and leaders. We care about each other across the organization 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 by phone at 1-416-780-2700 and/or email at accessibility@freshbooks.com.