Manager Customer Marketing - Community programs

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). 

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

Role Overview:

The Community Manager will play a key role in building, nurturing, and expanding our global customer community. This individual will serve as a champion of our customer base, working to foster engagement, encourage knowledge-sharing, and create a positive and inclusive environment where users feel valued and supported. You will be the voice of our customers and the bridge between their needs and our product teams, helping to shape the future of our platform.

Key Responsibilities:

• Community Engagement:
  Develop and execute strategies to grow and engage a diverse, global community across forums, user groups, social media channels, and in-person or virtual events. Facilitate meaningful interactions and ensure customers feel heard and supported.

• Global Customer User Group Development:
  Implement a global user group framework which includes creation of user groups in key cities / regions, recruitment of chapter leaders, building and executive an annual community calendar, driving local engagement etc. 

• Build and drive key business communities:
  Strategise and drive critical community development plans for business partners and resellers globally, by partnering with the local stakeholders and affiliate teams.  

• Community Events & Meetups:
  Plan and host online and in-person events, including webinars, product demos, hackathons, and customer meetups, to foster deeper connections within the community.

• Moderation & Support:
  Lead and moderate customer discussions within online forums, user groups, and other community platforms. Provide guidance, answer questions, and ensure a positive, respectful environment for all members.

• Collaboration with Cross-Functional Teams:
  Work closely with the marketing, customer success, and product teams to align community efforts with business goals, and ensure seamless communication between customers and internal teams.

• Metrics & Reporting:
  Track community growth, engagement, and sentiment through key performance indicators (KPIs), such as active users, forum participation, and NPS scores. Provide regular reports and insights to leadership on community trends and opportunities for improvement.

• Experience:
  10+ years of experience in community management, customer success, or marketing, preferably within a SaaS or tech environment. Hands-on experience in creating, managing, growing user groups and actively participating in online communities, forums etc. is a must.

• Skills & Competencies:

  • Strong written and verbal communication skills, with the ability to engage and inspire a global, diverse community.

  • Experience with community management tools, CRMs, and social media management tools.

  • Comfortable hosting and moderating virtual events and webinars.

  • Ability to create compelling content (blogs, videos, webinars, etc.) that resonates with customers.

  • Passionate about customer experience and building long-lasting relationships with users.

  • Ability to analyze community data and provide actionable insights.

  • Empathy, patience, and a collaborative mindset.

  • Strong Individual Contributor Skills:

    • Demonstrate a proactive approach to problem-solving, with the ability to analyze data, identify trends, and propose actionable recommendations for improving program effectiveness.

    • Take ownership of initiatives and drive them to successful completion, while effectively managing priorities and deadlines in a fast-paced environment.

• Working knowledge of industry-standard community management platforms (Insided, Khoros, VanillaForums etc.). 

• Experience with CRM and analytics platforms (e.g., Salesforce, Google Analytics etc.).

• Familiarity with customer advocacy programs and user-generated content strategies.

• Excellent communication, presentation, and interpersonal skills.

• Experience in leading cross-functional teams and driving alignment towards common goals.

• Ability to thrive in a fast-paced, dynamic environment and navigate ambiguity.

• Comfortable with a global working model, alternating between partnering with local staff at NA, EU and India, with the ability to travel as needed.

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.