Manager - Customer Marketing

📌 Core Information

🔹 Job Title: Manager - Customer Marketing

🔹 Company: Freshworks

🔹 Location: Bengaluru, India

🔹 Job Type: Full-time

🔹 Category: Marketing

🔹 Date Posted: May 2, 2025

🔹 Experience Level: 10+ years

🔹 Remote Status: Remote OK

🚀 Job Overview

Key aspects of this role include:

• Building, nurturing, and expanding the global customer community
• Fostering engagement and knowledge-sharing among customers
• Serving as the voice of customers and bridging their needs with product teams
• Collaborating with cross-functional teams to align community efforts with business goals
• Analyzing community data and providing actionable insights to leadership

ASSUMPTION: This role requires a strategic mindset, strong communication skills, and the ability to thrive in a fast-paced, dynamic environment.

📋 Key Responsibilities

✅ Develop and execute strategies to grow and engage a diverse, global community across various platforms

✅ Implement a global user group framework, including creation of user groups in key cities/regions, recruitment of chapter leaders, building and executing an annual community calendar, and driving local engagement

✅ Strategize and drive critical community development plans for business partners and resellers globally, by partnering with local stakeholders and affiliate teams

✅ Plan and host online and in-person events, including webinars, product demos, hackathons, and customer meetups, to foster deeper connections within the community

✅ Lead and moderate customer discussions within online forums, user groups, and other community platforms, providing guidance, answering questions, and ensuring a positive, respectful environment for all members

✅ Work closely with marketing, customer success, and product teams to align community efforts with business goals and ensure seamless communication between customers and internal teams

✅ Track community growth, engagement, and sentiment through key performance indicators (KPIs), such as active users, forum participation, and NPS scores, and provide regular reports and insights to leadership on community trends and opportunities for improvement

ASSUMPTION: This role involves a significant amount of global communication and collaboration, requiring strong written and verbal communication skills and cultural sensitivity.

🎯 Required Qualifications

Education: Bachelor's degree in Marketing, Business, or a related field

Experience: 10+ years of experience in community management, customer success, or marketing, preferably within a SaaS or tech environment. Hands-on experience in creating, managing, growing user groups and actively participating in online communities, forums, etc. is a must.

Required Skills:

• Strong written and verbal communication skills, with the ability to engage and inspire a global, diverse community
• Experience with community management tools, CRMs, and social media management tools
• Comfortable hosting and moderating virtual events and webinars
• Ability to create compelling content (blogs, videos, webinars, etc.) that resonates with customers
• Passionate about customer experience and building long-lasting relationships with users
• Ability to analyze community data and provide actionable insights
• Empathy, patience, and a collaborative mindset
• Strong individual contributor skills, including a proactive approach to problem-solving, effective management of priorities and deadlines in a fast-paced environment, and the ability to drive initiatives to successful completion

Preferred Skills:

• Working knowledge of industry-standard community management platforms (Insided, Khoros, VanillaForums, etc.)
• Experience with CRM and analytics platforms (e.g., Salesforce, Google Analytics, etc.)
• Familiarity with customer advocacy programs and user-generated content strategies
• 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 global working model, alternating between partnering with local staff at NA, EU, and India, with the ability to travel as needed

ASSUMPTION: Given the global nature of this role, candidates with experience working in diverse, multicultural environments will be highly valued.

💰 Compensation & Benefits

Salary Range: INR 25,00,000 - 35,00,000 per annum (Estimated, based on industry standards for a Manager - Customer Marketing role with 10+ years of experience in Bengaluru)

Benefits:

• Health, dental, and vision insurance
• 401(k) matching
• Generous PTO and company holidays
• Employee stock purchase plan
• Professional development opportunities
• Flexible work arrangements

Working Hours: Full-time (40 hours per week), with flexibility to work remotely and manage your own schedule

ASSUMPTION: The provided salary range is an estimate based on industry standards and may vary depending on the candidate's skills, experience, and negotiation.

📌 Applicant Insights

🔍 Company Context

Industry: Software Development, specifically Customer Support Software, Helpdesk, Web 2.0, SaaS, Support Ticket System, and CRM

Company Size: 5,001-10,000 employees (Large enterprise with a global presence)

Founded: 2010, with headquarters in San Mateo, California, USA

Company Description:

• Freshworks provides AI-powered customer experience (CX) and employee experience (EX) software
• Serves over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music
• Offers enterprise-grade solutions that are powerful, yet easy to use, and quick to deliver results

Company Specialties:

• Customer Support Software
• Helpdesk
• Web 2.0
• SaaS
• Support Ticket System
• Web-Based Support Ticket System
• CRM
• ITSM
• Applicant Tracking System
• Conversion Optimization Suite

Company Website: Freshworks.com

ASSUMPTION: Freshworks is a well-established company in the customer experience and employee experience software industry, with a strong global presence and a diverse customer base.

📊 Role Analysis

Career Level: Managerial, with potential for growth into a director or executive role

Reporting Structure: This role reports directly to the Head of Customer Marketing and may have team members or cross-functional partners

Work Arrangement: Remote OK, with flexibility to work from home or the office, and the ability to travel as needed

Growth Opportunities:

• Potential to grow into a director or executive role within the customer marketing or community management functions
• Opportunities to expand the community team and take on additional responsibilities
• Chance to work on strategic initiatives that impact the company's overall growth and success

ASSUMPTION: This role offers significant growth potential for the right candidate, with opportunities to expand the community team and take on additional responsibilities.

🌍 Location & Work Environment

Office Type: Freshworks has multiple offices worldwide, with this role based in Bengaluru, India

Office Location(s): 2950 S Delaware St, Suite 201, San Mateo, California, USA; SP Infocity, Block B, 1st Floor, 40, MGR Salai, Perungudi, Chennai, Tamil Nadu, India; 26 Hatton Garden, London, England; 161 Castlereagh St, Level 28, Sydney, New South Wales, Australia; Neue Grünstraße 17, Hof 1, Haus 5, Berlin, Germany; Bennigana Halli Road, Tower B, 5th floor c/o CoWrks New Indiranagar, Swamy Vivekananda Road, Sadanandanagar, Bengaluru, Karnataka, India

Geographic Context:

• Bengaluru is the capital of the Indian state of Karnataka and the third-largest city in India, with a population of over 10 million
• Known for its pleasant climate, vibrant tech industry, and cultural diversity
• Home to numerous multinational corporations, startups, and educational institutions

Work Schedule: Full-time (40 hours per week), with flexibility to work remotely and manage your own schedule

ASSUMPTION: Bengaluru offers a dynamic work environment with a thriving tech industry and a diverse cultural scene, making it an attractive location for professionals.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Phone or video screen with the hiring manager
• Technical assessment or case study
• Final round interview with the team
• Offer extension and onboarding

Key Assessment Areas:

• Communication skills and ability to engage a global community
• Problem-solving and analytical skills
• Cultural sensitivity and adaptability
• Strategic thinking and planning
• Leadership and team management skills

Application Tips:

• Highlight your experience in community management, customer success, or marketing, with a focus on global community engagement and growth
• Tailor your resume and cover letter to emphasize your relevant skills and experiences
• Prepare examples of your community management strategies, events, or campaigns, and be ready to discuss their outcomes and impact
• Research Freshworks' products, customers, and company culture to demonstrate your interest and alignment with the company's mission

ATS Keywords: Community Management, Customer Success, Marketing, Global Community Engagement, Event Planning, Data Analysis, Problem Solving, Collaboration, Content Creation, Empathy, Social Media Management, CRM Tools, User Engagement, Moderation, Cross-Functional Team Leadership, Customer Advocacy, Analytics

ASSUMPTION: Freshworks uses Applicant Tracking Systems (ATS) to manage and review job applications, so including relevant keywords in your resume and cover letter can help your application stand out.

🛠️ Tools & Technologies

• Community management platforms (Insided, Khoros, VanillaForums, etc.)
• CRM and analytics platforms (e.g., Salesforce, Google Analytics, etc.)
• Social media management tools (Hootsuite, Buffer, Sprout Social, etc.)
• Event planning and management tools (Eventbrite, Cvent, Hopin, etc.)
• Project management and collaboration tools (Asana, Trello, Jira, etc.)

ASSUMPTION: Familiarity with industry-standard community management platforms, CRM and analytics tools, and event planning tools is essential for success in this role.

👔 Cultural Fit Considerations

Company Values:

• Customer-centricity
• Transparency and collaboration
• Innovation and continuous learning
• Empowerment and accountability
• Inclusion and diversity

Work Style:

• Global and remote-friendly
• Fast-paced and dynamic
• Data-driven and analytical
• Collaborative and cross-functional
• Focused on customer success and employee experience

Self-Assessment Questions:

• How do you align with Freshworks' customer-centric approach to community management?
• How comfortable are you working in a global, remote-friendly environment, collaborating with teams across different time zones?
• How do you balance data-driven decision-making with a customer-focused approach to community management?

ASSUMPTION: Freshworks values candidates who are customer-centric, transparent, innovative, empowered, accountable, inclusive, and comfortable working in a global, remote-friendly environment.

⚠️ Potential Challenges

• Managing a global community with diverse needs, preferences, and time zones
• Balancing the need for data-driven decision-making with a customer-focused approach to community management
• Navigating a fast-paced, dynamic work environment with changing priorities and deadlines
• Collaborating effectively with cross-functional teams and stakeholders
• Adapting to a global working model and traveling as needed

ASSUMPTION: These challenges require strong communication, cultural sensitivity, adaptability, and strategic thinking to overcome.

📈 Similar Roles Comparison

• Compared to other community management roles, this position offers a broader scope of responsibilities, including global user group development and business partner community development
• Industry-specific context: Freshworks operates in the customer experience (CX) and employee experience (EX) software industry, with a focus on customer support, helpdesk, and CRM solutions
• Career path comparison: This role offers potential growth into director or executive positions within customer marketing or community management functions

ASSUMPTION: Understanding the unique aspects of this role and its industry context can help candidates tailor their application and prepare for the interview process.

📝 Sample Projects

• Developing and executing a global user group framework, including creation of user groups in key cities/regions, recruitment of chapter leaders, building and executing an annual community calendar, and driving local engagement
• Strategizing and driving critical community development plans for business partners and resellers globally, by partnering with local stakeholders and affiliate teams
• Planning and hosting online and in-person events, including webinars, product demos, hackathons, and customer meetups, to foster deeper connections within the community

ASSUMPTION: These sample projects demonstrate the strategic, global, and collaborative nature of this role.

❓ Key Questions to Ask During Interview

• How does this role fit into the overall customer marketing strategy, and how will my work impact the company's growth and success?
• What are the key priorities for this role in the first 30, 60, and 90 days?
• How does the community team collaborate with other departments, such as marketing, customer success, and product, to ensure seamless communication between customers and internal teams?
• What opportunities are there for growth and development within the community management function or the broader customer marketing team?
• How does Freshworks support work-life balance for employees, especially those working remotely or in a hybrid arrangement?

ASSUMPTION: Asking these questions can help candidates better understand the role, the company culture, and the opportunities for growth and development.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume and cover letter to highlight your experience in community management, customer success, or marketing, with a focus on global community engagement and growth
• Prepare examples of your community management strategies, events, or campaigns, and be ready to discuss their outcomes and impact
• Research Freshworks' products, customers, and company culture to demonstrate your interest and alignment with the company's mission
• Follow up with the hiring manager one week after submitting your application to inquire about the status of your application and express your continued interest in the role

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.