Director - Customer Engagement (Community)

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.