Community Manager

About the role

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

• 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

Pay

The annual base salary range for this position is $157,250 - $194,250. 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.