Community Manager

Freshworks•San Mateo, CA

20d•$157,250 - $194,250

About The Position

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.

Requirements

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