Director – Customer Engagement (Community)

Freshworks is seeking a Director of customer Engagement (Community) to spearhead our efforts in nurturing and expanding our customer community. Reporting to the VP of Customer Engagement, you will play a critical role in defining and executing our overall community engagement strategy, ensuring that Freshworks customers feel connected, supported, and empowered throughout their journey with us.

This role requires a seasoned leader with extensive experience in building and scaling B2B SaaS communities focused on driving product adoption, loyalty, and ongoing evangelism.

Responsibilities:

• Community Engagement Strategy:
  • Develop and implement a comprehensive community engagement strategy to cultivate a thriving and engaged customer community.
  • Drive initiatives to enhance customer satisfaction, collaboration, and advocacy within the community.
• Community Building and Management:
  • Lead efforts to build, grow, and nurture a vibrant and inclusive customer community through online forums, social media, events, and user groups.
  • Establish performance and ROI metrics to measure the success of Community tied to company business objectives.
• Customer Insights and Feedback:
  • Gather and analyze customer feedback and insights from community interactions to identify trends, opportunities, and areas for improvement to impact the GTM and product roadmap.
  • Utilize insights to inform product development, marketing strategies, and customer support initiatives.
• Voice of Customer (VoC):
  • Develop a closed loop feedback process for how we proactively address timely and relevant customer feedback and route it to appropriate teams across PM/PMM/Support/Sales/Marketing etc, for follow up
  • Establish new and existing listening signals for proactively capturing customer feedback to drive GTM and product roadmap improvements
• Cross-Functional Collaboration:
  • Partner closely with Product Management, Engineering, Marketing, Sales, and Customer Success teams to ensure alignment on community engagement strategies and opportunities to drive deeper adoption.
  • Act as a liaison between customers and internal teams, advocating for customer needs and driving alignment on product and support priorities.

Community Events:

• Refine our overarching community events strategy to deliver more impactful and personalized engagements with customers and facilitate stronger peer to peer networking opportunities
• Scale our Freshworks User Network (FUN) program to new heights by establishing a customer-led model empowering customers to lead regional and global chapters

• Team Leadership and Development:
  • Build and lead a high-performing Community Engagement team, providing guidance, mentorship, and professional development opportunities.
  • Foster a culture of collaboration, innovation, and continuous improvement within the team and across the organization.

• Bachelor’s degree in Business Administration, Marketing, Communication, or related field; Master’s degree preferred.
• 13+ years of experience in community management, customer engagement, or related roles in the B2B or B2C tech industry.
• Proven track record of building and nurturing vibrant customer communities and driving engagement and advocacy.
• Strong analytical skills with the ability to derive actionable insights from community data and feedback.
• Excellent communication, presentation, and interpersonal skills.
• Experience in leading cross-functional teams and driving alignment towards common goals.
• Ability to thrive in a fast-paced, dynamic environment and navigate ambiguity.
• Comfortable with a dual-site working model between the U.S. and India, with the ability to travel as needed.