Manager Customer Marketing - Community programs

As a Community Manager at Freshworks, you will play a crucial role in cultivating and expanding the global customer community. Your primary responsibility will be to champion the customer base, fostering engagement, promoting knowledge-sharing, and creating a welcoming environment where users feel valued and supported. You will act as the voice of the customers, bridging their needs with the product teams to influence the future of the platform.

Key Responsibilities:

• Develop and implement strategies to grow and engage a diverse global community across various platforms, including forums, social media, and events.
• Establish a global user group framework, build user groups in key cities/regions, recruit chapter leaders, and drive local engagement.
• Drive community development plans for business partners and resellers globally by collaborating with local stakeholders and affiliate teams.
• Plan and host online and in-person events such as webinars, product demos, and customer meetups to foster deeper connections within the community.
• Lead and moderate customer discussions within online forums and user groups, providing guidance, answering questions, and ensuring a positive environment.
• Collaborate with cross-functional teams including marketing, customer success, and product teams to align community efforts with business goals.
• Track community growth, engagement, and sentiment through key performance indicators and provide regular reports and insights to leadership.

Qualifications

Experience

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

Skills & Competencies:

• Strong written and verbal communication skills to engage 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 that resonates with customers.
• Passion for customer experience and building lasting relationships.
• Proficiency in analyzing community data and providing actionable insights.
• Empathy, patience, and a collaborative mindset.
• Proactive problem-solving skills and ability to drive initiatives to completion.

Additional Information:

• Working knowledge of community management platforms like Insided, Khoros, VanillaForums.
• Experience with CRM and analytics platforms (e.g., Salesforce, Google Analytics).
• 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 and willing to travel as needed.

At Freshworks, we are committed to creating an inclusive workplace where everyone can reach their full potential, regardless of background. We believe that diversity fosters a more vibrant work environment that benefits our employees, communities, and business. As a Community Manager at Freshworks, you will play a crucial role in cultivating and expanding the global customer community. Your primary responsibility will be to champion the customer base, fostering engagement, promoting knowledge-sharing, and creating a welcoming environment where users feel valued and supported. You will act as the voice of the customers, bridging their needs with the product teams to influence the future of the platform.

Key Responsibilities:

• Develop and implement strategies to grow and engage a diverse global community across various platforms, including forums, social media, and events.
• Establish a global user group framework, build user groups in key cities/regions, recruit chapter leaders, and drive local engagement.
• Drive community development plans for business partners and resellers globally by collaborating with local stakeholders and affiliate teams.
• Plan and host online and in-person events such as webinars, product demos, and customer meetups to foster deeper connections within the community.
• Lead and moderate customer discussions within online forums and user groups, providing guidance, answering questions, and ensuring a positive environment.
• Collaborate with cross-functional teams including marketing, customer success, and product teams to align community efforts with business goals.
• Track community growth, engagement, and sentiment through key performance indicators and provide regular reports and insights to leadership.

Qualifications

Experience

• 10+ years of experience in community management, customer success, or marketing, preferably in a SaaS or tech environment.
• Hands-on experience in creating, managing, and growing user groups and participating in online communit