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. 

The Senior Manager of Customer Engagement will run a team that focuses on building community with our customers to create more value for users, increasing product adoption and retention. They will report to the Director of Customer Engagement and run a team of leads and associates that manage the Freshworks’ online community, learning academy, and voice-of-the-customer initiatives. The Senior Manager is expected to integrate and grow these programs with other forms of customer engagement to create a vibrant customer ecosystem of mutual encouragement and inspiration, as well as a central source of customer feedback that empowers Freshworks to continuously improve its product and service offerings.

Responsibilities:

• Develop and Own an Integrated Customer Listening and Learning Strategy
  • Lead the Freshworks Community, Academy, and Voice of Customer programs to enhance customer engagement and satisfaction and ultimately help drive brand awareness 
  • Coordinate cross-functional collaboration with Marketing, Product, Customer Success, and Sales to deliver value to the customer and bring insights back to the business
  • Develop regular reporting systems to assess business impact (retention and expansion) of the customer community, Academy and VOC initiatives including Customer Advisory Board and council events
• Nurture and Grow our Customer Community 
  • Oversee the development and growth of an active and engaged online and offline customer community that thrives on its own
  • Use creative techniques to drive discussions, create user generated content, and customer-led events to foster collaboration and knowledge-sharing 
  • Stay updated of industry trends and best practices in community management and implement innovative strategies that cultivate brand advocates
• Drive Product Adoption and Retention
  • Lead the development and enhancement of a learning platform for users by working with subject matter experts to create valuable and up-to-date educational content to help customers adopt Freshworks products 
  • Implement strategies to increase customer engagement at events like Customer Advisory Boards, User Networks, and through the utilization of the Academy
  • Establish processes to gather, analyze, and act upon customer feedback and insights that help drive product improvements and enhanced customer experience 

• At least 8-10 years experience (combined) and proof of growing online Community, Voice of the Customer, and/or User Academy
• Proven track record managing a distributed team on a global scale in multiple time zones
• Prior experience in a software company in one or more of the key Freshworks domains - CX, IT, CRM
• Prior experience in a fast-growth SaaS start-up environment with wide-ranging client diversity
• Ability to manage and drive performance out of technology vendor relationships
• Superior program management and project management capabilities
• Demonstrated excellence in working collaboratively with typical SaaS stakeholders (Sales, Customer Success, Product, Product Marketing, et cetera)
• Excellent team management and motivation skills

California Pay Range: $193,600—$314,600 comprising an annual salary and incentive 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.

Freshworks Benefits: Freshworks offers multiple options for medical, dental, vision, disability and life insurance. Flexible time off (plus paid US holidays), commuter benefits (attached to a flexible spending account) and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

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.