Community Growth & Engagement Lead

Freshworks; San Mateo (CA); On-site; USD 157,000 - 194,000; Full time

Job summary

Freshworks is seeking a Community Manager to own the Freshworks Community. You will drive strategy, governance, and growth while ensuring high-quality member experiences. You will lead programming, recruit champions, and curate content to position the community as a trusted product knowledge hub.

You will collaborate with Product and Support, build dashboards to track health metrics, and report on MAU, engagement, and sentiment to continually improve the community experience.

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.

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.

Skills

Community management

Cross-functional programs

Strong writer

Data-driven

Advocacy programs

Tools

Gainsight

Khoros

Higher Logic

Vanilla

Job description

Freshworks is seeking a Community Manager to own the Freshworks Community. You will drive strategy, governance, and growth while ensuring high-quality member experiences. You will lead programming, recruit champions, and curate content to position the community as a trusted product knowledge hub.

You will collaborate with Product and Support, build dashboards to track health metrics, and report on MAU, engagement, and sentiment to continually improve the community experience.