Director - Customer Engagement (Community)

| Denver, CO, USA | Hybrid
Employer Provided Salary: 214,800-349,100 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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Company Description

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). 

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. 

Job Description

Please note this role is based in Denver, CO and will require an in-office presence. 

Freshworks is seeking a Director - 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.

Qualifications

  • 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.

If you are passionate about building and fostering vibrant customer communities and driving long-term customer loyalty through community engagement strategies, we'd love to hear from you.

Additional Information

Colorado Pay Range: $214,800—$349,100 comprising an annual salary and incentive 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.

Freshworks Benefits: Freshworks offers multiple options for medical, dental, vision, disability and life insurance. Flexible time off (plus paid US holidays), commuter benefits (attached to a flexible spending account) and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

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Technology we use

  • Product
  • Sales & Marketing
    • ConfluenceManagement
    • JIRAManagement
    • FreshdeskManagement
    • FreshserviceManagement
    • Freshsales CRMManagement
    • FreshmarketerManagement
    • FreshchatManagement
    • FreshcallerManagement
    • FreshsuccessManagement
    • FreshteamManagement
    • FreshconnectManagement
    • FreshreleaseManagement
    • FreshpingManagement
    • FreshstatusManagement
    • Freshsales CRMCRM
    • FreshmarketerEmail
    • FreshmarketerLead Gen

An Insider's view of Freshworks

What’s the vibe like in the office?

One of the things I've loved most since starting at Freshworks is how much the team values company culture. Everyone in the office is working hard, celebrating successes, and all the while having a great time. Collaboration is also a big aspect of the sales team - everyone is quick to jump in to help!

Lauren

Enterprise Account Executive

What's the biggest problem your team is solving?

It is great being part of a team that is helping companies hit the refresh switch on business software. Freshworks is letting businesses know that their software doesn’t have to be clunky or expensive. Being able to help companies overcome these challenges is truly rewarding!

Tylor

Senior Enterprise Account Executive

What makes someone successful on your team?

You have to be a team player. We are all in each other's corners and the collaborative and interactive workspace is one that I have come to value greatly. You will be presented with ongoing opportunities to grow, learn, and step into leadership roles. The willingness to volunteer for these roles and step into new challenges is a valuable attribute.

Jenny

Solution Engineer

What is your vision for the company?

Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close and keep their customers for life. We provide refreshing software that your teams will love. All our products are ready to go, easy to use, and offer great value to any type of business.

Girish

Founder & CEO

How do you collaborate with other teams in the company?

As a distributed workforce I try to include visual elements throughout my collaboration process. By sharing the "why" and vision I can more easily collate critiques and ideas. I also keep internal notes on interactions in my Evernote; being organized helps me communicate directives in a more progressive manner.

Sam

Senior Solutions Engineer

What are Freshworks Perks + Benefits

Freshworks Benefits Overview

Freshworks provides a comprehensive benefits plan, including health insurance, vision, dental, retirement, and unlimited time off (among a lot of other cool things too!)

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Classpass and a fitness/reading stipend
Team workouts
Financial & Retirement
401(K)
The 401(k) retirement plan offers a broad selection of stocks, bonds and international index funds to choose from.
Company equity
Employee stock purchase plan
Performance bonus
Freshworks has a lucrative sales commission program as well as a performance bonus for other functions, which are dependent on individual and company performance.
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation + Time Off
Unlimited vacation policy
Paid volunteer time
Paid holidays
Office Perks
Commuter benefits
Freshworks offers pre-tax commuter benefits for all employees.
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Professional Development
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours

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