Senior Manager - Customer Marketing

<p>Freshworks is seeking a <em><strong>Sr. Manager, Community &amp; Education</strong></em> to lead and scale our customer marketing programs across both the Freshworks Community and Freshworks University. You will own the strategy and execution of initiatives that empower customers to learn, share, and succeed with Freshworks products. This role is critical in driving adoption, retention, and advocacy by fostering a vibrant peer-to-peer community and delivering impactful education programs.</p><p>The ideal candidate is a seasoned leader with experience in both customer community management and customer education, passionate about enabling customers to self-solve, upskill, and connect with peers throughout their journey with Freshworks.</p><p><strong>Responsibilities:&#xa0;</strong></p><p><em><strong>Community Strategy &amp; Growth</strong></em></p><ul><li>Define and execute the global community engagement strategy, fostering peer-to-peer collaboration, product idea sharing, and customer advocacy.</li><li>Drive growth and engagement in the Freshworks Community through online forums, meetups, user groups, and advocacy programs.</li></ul><p><strong>Customer Education &amp; Enablement</strong></p><ul><li>Lead the strategy and operations for Freshworks University (FWU), building scalable learning programs and certifications that create product experts.</li><li>Oversee the design and delivery of courses, certifications, and learning content aligned to customer onboarding, adoption, and expansion.</li><li>Drive employee ambassador and contributor programs to involve internal teams and customers in creating education content.</li><li>Partner with Product, Marketing, and CSM teams to ensure education content directly supports customers.</li></ul><p><strong>Insights &amp; Influence</strong></p><ul><li>Collect and analyze insights from both community and education platforms to identify adoption trends, learning needs, and opportunities for product improvement.</li><li>Feed insights back into GTM and Product teams to shape roadmap priorities and improve the customer journey.</li></ul><p><strong>Cross-Functional Collaboration</strong></p><ul><li>Partner with Marketing, Product Management, Customer Success, and GTM teams to align on customer programs that deepen adoption and retention.</li><li>Act as a liaison between customers and internal teams, advocating for customer needs and driving alignment on product and support priorities.</li><li>Collaborate with Field Marketing and regional teams to drive Freshworks User Network (FUN) meetups and localized learning experiences.</li></ul><p><strong>Leadership &amp; Team Development</strong></p><ul><li>Build and lead a Community &amp; Education team, providing coaching, mentorship, and career development.</li><li>Foster a culture of innovation, accountability, and continuous improvement across programs.</li></ul> <ul><li>Bachelor's degree in Business Administration, Marketing, Communication, or related field; Master's degree preferred.</li><li>10+ years of experience in community management, customer education, or customer engagement in the B2B SaaS industry.</li><li>Proven success in building and scaling global customer communities and/or education programs.</li><li>Strong analytical skills with the ability to derive actionable insights from community/education data and feedback.</li><li>Excellent communication, presentation, and interpersonal skills.</li><li>Experience in leading cross-functional teams and driving alignment towards common goals.</li><li>Ability to thrive in a fast-paced, dynamic environment and navigate ambiguity.</li><li>Comfortable with a dual-site working model between the U.S. and India, with the ability to travel as needed.</li></ul> <div sr-tagline=""></div><p>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 ethnic ... (truncated, view full listing at source)