Total 227 job vacancies by Freshworks

What will the role entail?
Take Ownership: Own and build modules for sustained differentiation and growth. Develop
deep domain expertise and understand trends in the market. The role requires you to plan, build,
release, and measure success for an end to end modules besides also being a leader for the
team.
Be a Customer Champion: Develop a sense of empathy with our customer base to build an
understanding of various problems. The role is also a bridge between the customer and the
engineering teams to ensure focus on solving customer needs & delivering continuous value.
Practice Craftsmanship: Learn and Practice product craft. Create solutions with delightful user
experiences and find the balance between solving the customer problem and shipping the right
product solution. We take pride in releasing the smallest of features while iterating and shipping
regularly.
Play as One Team: The role needs you to communicate clearly to various stakeholders of
Product development, Engineering, Marketing, Sales & Leadership teams and work together to
bring your vision to life.

Act with Urgency: Breakdown complex problems to phases to help the team make incremental
progress while still keeping the bigger picture intact. You’d evangelize the vision and ensure
maximum customer value is achieved with the appropriate amount of work.

Job Description:

Freshworks is seeking a passionate and experienced Lifecycle & Retention Lead to drive the development and execution of email nurture programs aimed at supporting customers across their journey with us from onboarding, adoption, value realization and retention. Reporting to the Sr. Manager of Lifecycle & Retention Marketing, you will play a pivotal role in enhancing the customer journey through strategic email communication initiatives. This role requires a seasoned marketer with a deep understanding of customer lifecycle management and a track record of driving impactful retention strategies in a B2B environment. 

Responsibilities:

Email Nurture Program Strategy:

• Develop and execute a comprehensive email nurture strategy focused on engaging customers throughout their lifecycle to drive retention and foster ongoing loyalty.
• Define key performance metrics and KPIs for email nurture programs, such as open rates, click-through rates, conversion rates, and customer lifetime value (CLV).
• Utilize data analysis to assess program effectiveness and identify areas for optimization, such as improving email content, cadence, segmentation, and targeting strategies.
• Implement A/B testing methodologies to experiment with different email variables and iterate on strategies based on performance insights.

Customer Insights and Analysis:

• Utilize customer data and feedback to gain insights into customer behavior, preferences, and needs and develop experiments that would influence deeper product adoption and utilization.
• Segment customers based on various criteria, such as lifecycle stage, product usage, engagement level, and industry vertical, to personalize email content and messaging.
• Analyze email performance metrics and customer engagement data to identify trends, patterns, and opportunities for improving email effectiveness and driving customer retention.

Gathering Customer Feedback:

• Conduct customer interviews and surveys to gather qualitative feedback on their experiences with our products, services, and email communications.
• Analyze feedback data to identify common themes, pain points, and areas for improvement in email nurture programs and overall customer experience.

Cross-Functional Collaboration:

• Partner closely with Product Management, Engineering, Support, Customer Success, and Sales teams to align email nurture programs with broader customer engagement initiatives.
• Act as a liaison between customers and internal teams, advocating for customer needs and driving alignment on retention priorities.
• Collaborate with content creators, designers, and copywriters to develop compelling email content that resonates with target audiences and drives desired actions.

Strong Individual Contributor Skills:

• Demonstrate a proactive approach to problem-solving, with the ability to analyze data, identify trends, and propose actionable recommendations for improving program effectiveness.
• Take ownership of initiatives and drive them to successful completion, while effectively managing priorities and deadlines in a fast-paced environment.

Freshworks is seeking a Voice of Customer (VoC) Specialist to support our efforts in capturing, analyzing, and leveraging customer feedback to drive product improvements and enhance customer experience across our suite of products. Reporting to VoC Manager, you will play a pivotal role in defining our overall VoC strategy and how we proactively centralize all customer listening signals to reduce customer friction and drive deeper loyalty.

Responsibilities:
Customer Feedback Analysis

• Develop and implement a comprehensive survey strategy for collecting, analyzing and reporting out on NPS, CSAT, CES feedback across our product portfolio
• Evaluate enterprise software technologies that could help us refine our listening signals and automate our reporting and measurement capabilities.

Cross-Functional Collaboration:

• Partner closely with Product Management, Engineering, Marketing, Sales, and Customer Success teams to ensure alignment on VoC strategies.
• Act as a liaison between customers and internal teams, advocating for customer needs and driving alignment on product priorities.

Insights Utilization:

• Utilize insights from customer feedback to drive product improvements, enhance customer experience, and increase customer satisfaction and loyalty.
• Develop and implement strategies to effectively communicate customer insights and recommendations to internal stakeholders.
• Develop a cadence for reporting regularly to stakeholders on key metrics across NPS, CES, CSAT and more.

About the Role

The Cloud Engineering Team is looking for a Senior Staff Engineer - Systems who can execute our technology vision with our business asks.  You will work with an energetic and talented team of engineers to own and iteratively build one or more of our cloud engineering, while partnering with architects and reliability engineers from across our company who will directly consume your work.

As a Senior Staff ngineer - Systems, you will bring your strong background in building scalable, reliable, well-monitored distributed systems and mentor your team to achieve the technology vision for your platform services. This will include opportunities to redefine customer experiences by building systems that are milli-second efficient, always available and working at internet scale. 

All our Systems Engineers wield end-to-end ownership of their systems – from design, through development, testing, deployment, all the way to managing them in production. Our System Engineers solve complex infrastructural problems as PaaS offerings, built to seamlessly scale for 10x growth. As a Principal Engineer, you always have an eye on the future, while firmly grounding yourself in the reality of today, and you guide your team bridging both. The future includes not only adding new technologies and achieving ever higher scale, but also the overall technology vision of Freshworks related to how we build and who we build for.

Responsibilities

• Cloud Engineering teams tend to be small and self-sufficient.You will have a large scope of responsibilities.

• Plan and execute goals, proven track record

• Establish the technology direction for the team

• Independently able to design and develop production quality scalable systems.

• Represent your team’s technology and architecture as you successfully coordinate with stakeholder teams across Freshworks.

• Mentoring other engineers in the team

  • Set the standards for coding, testing

  • Establish best practices in design and development

  • Craft the next generation of technology leaders

• Design, build and own systems end-to-end for scale and performance without accidental complexity

• Work alongside Directors and leaders to prioritize and align technology initiatives

  • Roadmap planning, scoping, phasing of iterations

  • Technology debt and upgrades

  • Engineering excellence and innovation

• Strong and flexible communication skills — document, present, and defend engineering proposals and plans not just to other architects but also to semi-technical stakeholders and leaders.

• Ensure 99.999% uptime of production systems

• Keep an eye on evolving opportunities in terms of new and related problem statements that can effectively solve for Freshworks.

• Ensure that the architecture and solutions proposed are able to reduce the order of complexity existing in the system over time

• Lead sustainable incident response, blameless postmortems, and production improvements that result in direct business opportunities

• Define and own the non-functional metrics critical to your area of ownership

As a Senior Software Engineer, you will design and implement multi-tier (DB, services, and web) software applications, and document, test, fix and enhance systems when needed. In your agile team, you will closely work with engineers, architects, managers, design, QA and operations teams, and create solutions that meet business requirements. You will spend most of your time developing clean code with limited abstraction. In this role, you will also mentor team members across functions. You will also implement and support compliance with Freshworks compliance and information security processes.

Basic qualifications

• 3-5 years of prior experience
• Advanced understanding of OOPS
• Knowledge of SDLC (Software Development Lifecycle)
• Experience of working in an Agile environment
• Ability to design for scale and performance
• Ability to do peer code reviews
• Solid problem-solving skills
• Experience with hands-on programming
• Expertise in data structures and algorithms

Experience / Desired Skills (but not all required)

• Degree in Computer Science or equivalent practical experience
• Experience with large-scale systems
• Good knowledge of Java and Spring Boot framework
• Prior experience with AWS
• Experience with open-source projects
• Experience troubleshooting in a SaaS environment with an assertive deployment schedule

Job Description

Applied AI is taking scientific research and applying it to business problems.

As a Manager of Applied AI engineering team, you will help drive the application of AI across our suite of products in addition to developing the thinking of our team. You will direct and shape the data science philosophy, planning and strategy for the team, as we explore multi-modal, multi lingual use cases through the use of Generative AI.

Responsibilities:

• Inspire, lead and grow a team of data scientist, Machine learning engineers, leads.
• Data Science and Technical leadership for product and across all engineering requirements.
• Clarify our Applied AI philosophy and engineering strategy to key stakeholders and drive consensus
• Continuously improve and drive engineering best practices around software engineering & lead the craftsmanship, resilience, and scalability of your solutions.
• Bring a passion to stay on top of AI trends, experimenting with and learning new technologies, participating in internal & external technology communities, and mentoring other members of the engineering community.
• Encourage innovation, implementation of cutting-edge technologies, inclusion outside-of-the-box thinking, teamwork, self-organization, and diversity.
• As a key member of the product engineering team, work with product management, architecture and professional services to deliver and maintain compelling products to market
• Ship great products under stringent deadlines and in the face of ambiguous requirements and changing business priorities.
• Be a champion for AI test discipline , and evaluation scores, in order to make AI capabilities more deterministic
• Reduce the time-to-insights window for new customers.
• Responsible for the overall development and release life cycle.

• Professionally manage relationships with a portfolio of assigned accounts
• Build executive relationships within the customers organization
• Make sure you exceed customer retention goals and ensure consistently high retention rates
• Build and maintain strong, trusted working relationships with key decision-makers and power users starting from onboarding and throughout the customer lifecycle
• Gain a thorough understanding of assigned client’s needs, objectives, and processes to ensure that they successfully adopt and deploy Freshworks suite of products
• Ensure that customers derive maximum value from Freshworks and collaborate with the sales team to help upsell additional services, integrations, and features
• Identify risks to client success and aggressively/proactively engage the client whenever there’s an identified retention issue
• Develop and execute retention plans for customers who may be at risk
• Drive resolution of escalated account issues in coordination with Billing, Support, and other departments
• Gain and maintain expert knowledge of Freshworks’s products and services
• Be a voice for accounts internally and help senior leadership understand product concerns, shortcomings, and missing features that are retention risks
• Manage contract related inquiries, questions, and issues from clients and other departments
• Liaise with other team leaders to make sure that Freshworks’s clients are getting the best service possible

• 8-10+ years of experience in delivering competitive insights preferably within B2B software or SaaS/PaaS environments. Prior experience in ITSM is a plus. 

• Ability to understand highly technical information and translate to value proposition and business benefits in a customer friendly language. 

• Specialize in writing compelling competitive positioning content to an IT audience.

• Self-starter, independent and result-oriented who can go the extra mile to drive outcomes.

• Ability to take ownership and demonstrate and ensure accountability to achieve the intended business outcomes.

• Strong analytical and problem solving skills with strategic mindset and business acumen.

• Excellent presentation, communication and cross-functional collaboration skills. 

• Situational leadership and ability to lead and influence cross-functional teams.

• Growth mindset and intellectual curiosity to improve the business to drive growth.

• Creates a results-focused team atmosphere; ensures that people engage in productive behaviors and don’t settle for poor performance and builds a strong sense of urgency in exceeding the goals. 

• Fluently adapts to different cultural norms and expectations; engages

successfully with a wide range of people.

• Fosters an environment in which the team holds each other accountable for always delivering on workgroup goals as well as adhering to all policies and procedures.

• Acts as a powerful role model for adaptability;adeptly shifts approach

takes clear steps to simplify, enhance, and improve collaboration among coworkers and external partners.

• Probes into GTM feedback and data from Revenue Operations; uses this input to drive continuous improvement.

Job Description

We’re on the lookout for a Manager product marketing - DevX to develop and execute marketing strategies for our Developer Platform. Our ideal candidate is a passionate experienced B2B product marketer with proven success in building and launching engaging campaigns that reach our developer audience, drive platform usage and app development.  As a DevX expert, you will have a deep understanding of the developer ecosystem and mindset, and a passion for creating meaningful connections between developers and our products

Roles & Responsibilities

• Strengthen and fine tune our developer strategy: Start from the ground up to identify our target technical audience, understand their pain points, and craft strategies that will drive adoption of our dev platform capabilities. Ensure the developer platform is equally valuable for both customers (product extension) and partners (monetization). 

• Tell our developer story with our developer platform lens: Develop product positioning and messaging informed by research and a real understanding of how developers use Freshworks Developer Platform. Create a cohesive and clear message for developers, whether they’re browsing our website, using our Dev Platform, AMP, looking for app monetization opportunities or getting a product demo.

• Manage and Grow our developer community: We have an existing developer community which is active with existing partner and customer developers. We want to grow this community to be thriving with developer’s having conversations and sharing insights about working with Freshworks Developer Platform.  

• Drive campaigns focussed at developer platform capabilities: Build, curate and execute end-to-end campaigns, from building GTM strategies that capture new developers to driving long-term adoption and app development. Create and manage a roadmap of campaigns across social media strategy, content production, organic and paid content promotion, ad buys, email sends, and technical demo creation.

• Engage with Developers:  Drive key engagement initiatives with external developer audiences through both F2F and virtual initiatives like Developer Webinars, Developer Summits, meetups, monthly community connects, workshops, etc. Ensure participation and building feedback loop to product and engineering teams.

• Internal evangelization and enablement : Drive awareness, education and adoption of dev platform and its capabilities within Freshworks across functions (Engineering, PMs, CSMs, SEs, etc). Communicate value proposition and provide high-value sales tools, case studies, training, and collateral to our customer facing teams

• Market, customer, and competitive analysis - Be the expert on the dev audiences, partner personas, the industry trends, and the competitors in the market. 

Job Description

Responsibilities
● Platform teams tend to be small but self-sufficient. You will have a large scope of
responsibilities.
● Plan and execute goals, proven track record
● Independently able to design and develop a production quality system
● Represent your team’s technology and architecture as you successfully coordinate
with stakeholder teams across Freshworks
● Mentoring other engineers in the team
○ Set the standards for coding, testing
○ Establish best practices in design and development
○ Craft the next generation of technology leaders
● Design, build and own systems end-to-end for scale and performance without
accidental complexity
● Work alongside Senior Managers to prioritize and align technology initiatives
○ Roadmap planning, scoping, phasing of iterations
○ Technology debt and upgrades
○ Engineering excellence and innovation
● Strong and flexible communication skills — document, present, and defend
engineering proposals and plans not just to other architects but also to semi-technical
stakeholders and leaders.
● Ensure 99.999% uptime of your production systems
● Keep an eye on evolving opportunities in terms of new and related problem
statements that your platform can effectively solve for Freshworks.
● Ensure that the architecture and solutions proposed are able to reduce the order of
complexity existing in the system over time
● Lead sustainable incident response, blameless postmortems, and production
improvements that result in direct business opportunities
● Define and own the non-functional metrics critical to your area of ownership

Freshworks is looking for a results-oriented, performance-driven marketing leader to drive regional marketing in ASEAN. Reporting to the Senior Manage, this role will lead and implement our regional field marketing strategy for ASEAN countries - Singapore, Malaysia, Indonesia, Thailand, Philippines. The role will also work closely with the General Manager (ASEAN) as well as regional sales leaders to drive pipelines.

We are looking for an experienced field marketer with SaaS / Cloud experience. The successful candidate is proficient in understanding the customer/prospect journey, and has robust experience in demand generation programs, pipeline creation, field events, campaigns, digital, and ABM.  The person will work closely with Business Development (BD) and Account Executive (AE) to drive alignment and leads follow-up & conversion.
 

• Lead regional marketing execution to drive pipeline growth and improve funnel conversion.

• Own strategy, development, and execution of demand generation programs, field events (owned and 3rd party) and webinars.  The person will collaborate cross functionally to drive email campaigns/nurtures, and digital marketing.

• Collaborate with sales, business development, and customer success leaders to ensure strong execution and results. 

• Own quarterly planning cycle with sales and functional teams for interlock, and alignment at QBR (Quarterly Business Review).

• Manage marketing budgets, track ROI and measure all marketing programs. Utilize data-driven insights to optimize marketing strategies, investments, and resource allocation.

• Collaborate with brand, campaigns, customer and product marketing teams to drive expansion within existing customer segments and identify opportunities for new business initiatives.

• Work with the product marketing team to develop insights and contents for field events (eg keynote slides, panel discussion questions).

• Understand marketing customer segmentation and value proposition; provide feedback on how to meet specific market needs.

The Manager-Process and Program Excellence will lead the development and implementation of quality assurance processes and data analytics to enhance customer success and digital expansion operations. This role will collaborate with cross-functional teams to provide actionable insights, improve performance, and drive strategic decision-making.
 

• Quality Assurance:

  • Develop and implement quality assurance processes and guidelines.

  • Provide timely feedback and coaching to improve the performance of Customer Success Managers (CSMs) and Account Managers (AMs).

  • Create and maintain comprehensive quality assurance documentation.

  • Monitor customer feedback to identify areas of dissatisfaction and develop strategies to address these concerns.

  • Identify and implement new tools or technologies to streamline the quality assurance process.

• Data Analytics:

  • Utilize advanced analytics techniques to extract meaningful insights from large datasets.

  • Identify key customer segments and their behaviors through quantitative and qualitative data analysis.

  • Define, track, and report on key performance indicators (KPIs) related to customer success.

  • Proactively identify trends and opportunities for improvement by analyzing customer data and market trends.

  • Create visually compelling dashboards and reports to communicate findings to both technical and non-technical audiences.

  • Managerial Responsibilities:

    • Lead and mentor a team of quality analysts and data analysts.

    • Foster a culture of continuous improvement and customer-centricity within the team.

    • Collaborate with cross-functional teams including product managers, marketing, sales, and customer support.

    • Ensure alignment of strategies and drive cohesive initiatives across departments.

    • Provide guidance and mentorship to junior analysts, fostering their growth and developmen

As the HR Business Partner at Freshworks, you will play a crucial role in driving the success of our Revenue Operations, Revenue Enablement, Finance, Accounting, and Professional Services teams. As a trusted advisor to leaders, frontline managers, and employees across India, you will lead initiatives in organizational design, change management, and talent development. Your responsibilities will include coaching leaders to build high-performance teams and cultivating strong, business-focused partnerships. Additionally, you will spearhead and support strategic talent initiatives for the organizations you support.

Key Responsibilities:

• Strategic HR Alignment:

  • Partner with business leaders to understand their goals and align HR strategies to support these objectives.

  • Foster strong partnerships with leaders, maintaining a business-oriented approach.

• HR Program Leadership:

  • Lead the implementation of core HR and key talent programs to ensure a sustainable and effective people strategy.

  • Prioritize talent management activities and provide coaching to build a high-performing organization.

• Collaboration with CoEs:

  • Work closely with Centers of Excellence (CoEs) in total rewards, employee relations, talent acquisition, and talent development to deliver impactful HR solutions.

• Data-Driven Decision Making:

  • Utilize data-driven insights to inform and guide HR strategies and decisions, ensuring alignment with business goals.

• Organizational Health & Effectiveness:

  • Collaborate with the HR Leader to execute strategic initiatives that enhance organizational health, effectiveness, and design.

• Become your customers' strategic consultant and go-to person for help; Deliver insights to help customers optimize the value of Freshworks products, and improve their metrics and overall performance.
• Provide coaching and education to improve adoption of the Freshworks product by every user.
• Build value-based relationships with customers ensuring alignment with key goals at all levels or the organization.
• Identify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars and blogs.
• Partner with Sales Account Management to help ensure renewal and expansion opportunities are identified and closed successfully.
• Bring intelligent product feedback and recommendations from customers back to Product teams.
• Contribute to the development of industry-leading processes and best practices for delivering Customer Success.

*Night Shift Role - Based in Chennai*

In today’s world, any organisation or individual are constantly threatened by cyber attack. This is proven through a yearly rise in security incidents and data breaches.
We at Freshworks are committed to preventing such incidents and providing a secure environment for our customers to run their businesses.
Freshworks is looking for a passionate and self-driven application security engineer who can work independently and collaboratively to enable development teams to build secure products. You will be pivotal in integrating and advancing security by working with Developers, Product Owners, Program Managers, and Security Engineers.
As part of the security engineering team, you will advocate secure coding and design principles, build frameworks to automate security testing and conduct security assessments to unearth critical vulnerabilities. We also expect you to deliver pieces of training to development and QA teams.

Security Assessments:

• Examine the products in detail to discover vulnerabilities and collaborate with the other security engineers to practically demonstrate the exploitability and risk factors.
• Be on the forefront of emerging vulnerabilities/threats which could affect Freshworks products through independent research and study. Engage with the developers in developing workarounds/mitigation plans and ensure they are implemented per policy.
• Drive thematic security assessments to discover and exploit unique vulnerabilities having a severe business impact.

Threat Modelling:

• Engage with the development teams to conduct secure design reviews/threat modelling exercises to enumerate threats and mitigation strategies.
• Enable the developers with knowledge of threat modelling by conducting focused workshops.

Secure Coding:

• Manage integration and automation of SAST in the DevOps pipeline.
• Build secure coding principles and propagate them across the development community.
• Be the go-to person for developers in solving critical issues relating to secure product development.

Training:

• Deliver training programs at various levels in the organisations.
• Conduct workshops/security tech talks to disseminate security knowledge and awareness.

Lead Responsibilities

• Be a role model for the team and provide a healthy platform for the team to learn and grow.
• Collaborate and engage with the cyber security leadership team and provide inputs for decision support.
• Have previous experience successfully leading technical projects and complex incidents requiring collaboration with multiple people
• Demonstrate tactical leadership of teams to accomplish technical tasks and projects
• Demonstrate the ability to produce written reports including detailed analysis and recommendations
• Demonstrate the ability to convey complex technical concepts to both technical and non-technical stakeholders