Community Manager

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

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.

What You'll Lead

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

• 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

We're committed to building a workplace that reflects the diverse world we serve. At Freshworks, you'll find inclusive teams, flexible thinking, and opportunities to grow your career - while making work better for millions.

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

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business.

Fresh vision. Real impact. Come build it with us.