Community Manager

Company Description

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.

Job Description

As Community Manager, you will be the primary owner of the Freshworks Community. You are responsible for the quality of the community experience — from moderation and content to member engagement and programming. You will build a community that customers return to, contribute to, and value as a genuine resource for product knowledge and peer connection.

What You'll Lead

Community Growth 

• Own the overall community strategy and execution — priorities, governance, progress reporting, and growth
• Manage community guidelines, moderation standards, and escalation protocols to ensure positive user experience
• Own and report on community health metrics: MAU, engagement rate, post volume, response time, and member sentiment

Member Engagement

• Build and execute a community programming calendar — AMAs, product spotlights, member spotlights, and thought leadership engagements
• Recruit and nurture community champions and power users who drive organic engagement and growth
• Welcome new members, facilitate introductions, and ensure members see community as a center of thought leadership and learning

Content & Thought Leadership

• Curate and create community content — announcements, knowledge base articles, product tips, and thought leadership articles 
• Partner with Product and Support to surface community-sourced insights and feedback for continued product improvement
• Ensure the community is a reliable source of Freshworks product knowledge and best practices

Qualifications

• 5+ years of community management experience, ideally in B2B SaaS
• Strong ability to execute cross-functional programs with multiple stakeholders
• Hands-on experience with Gainsight or comparable community platforms (Khoros, Higher Logic, Vanilla)
• Strong writer — able to create engaging content that drives participation
• Data-oriented: comfortable building dashboards and reporting on community health
• Experience recruiting and managing community champions or advocacy programs

Additional Information

We're committed to building a workplace that reflects the diverse world we serve. At Freshworks, you'll find inclusive teams, flexible thinking, and opportunities to grow your career - while making work better for millions. 

If this sounds like a journey you want to be part of, we'd love to meet you. Let's building something refreshing together. 

The annual base salary range for this position is $157,250 - $194,250 Base Salary. This role is also eligible for bonus compensation. 

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.

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.