Community Manager

About the role

You will take full ownership of the Freshworks Community, managing the platform to ensure it remains a high-value resource for our users. Your focus will be on driving member participation, moderating discussions, and creating content that fosters peer-to-peer connection and product mastery.

Key facts

What you'll do

• Define and implement the strategy for community growth, including governance and progress reporting.
• Oversee moderation standards and community guidelines to maintain a positive environment.
• Track and report on key health metrics such as MAU, member sentiment, response times, and engagement rates.
• Develop a programming schedule featuring AMAs, product highlights, and member spotlights.
• Identify and support community champions to encourage organic growth and advocacy.
• Onboard new members and facilitate connections to ensure they find value in the platform.
• Produce and curate content including product tips, announcements, and thought leadership pieces.
• Collaborate with the Product and Support departments to share user feedback and improve our software.

Requirements

• At least 5 years of professional experience in community management, preferably within the B2B SaaS sector.
• Demonstrated ability to lead cross-functional initiatives involving multiple stakeholders.
• Practical experience using community management platforms such as Gainsight, Khoros, Higher Logic, or Vanilla.
• Strong writing skills with the ability to generate content that encourages user interaction.
• Proficiency in data analysis, including the creation of dashboards to track community performance.
• Experience in building and managing advocacy programs or community champion networks.

Skills & tools

• Community management platforms (Gainsight, Khoros, Higher Logic, Vanilla)
• Data reporting and dashboard creation
• Content strategy and development
• Stakeholder management
• B2B SaaS community engagement

Practical notes

The annual base salary for this position ranges from $157,250 to $194,250. This role is also eligible for bonus compensation. Final offers are determined based on factors including experience, location, skills, and job level. Equity may also be available. Freshworks is an equal opportunity employer committed to a diverse and inclusive workplace.