Community Manager

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.

Responsibilities

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; 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; 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

Requirements

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

Benefits

Bonus compensation; Equity may be available