Responsibilities

• Own and evolve Freshworks' social media strategy across LinkedIn, X, Instagram, YouTube, and emerging platforms, aligned to brand and business goals, and represent social strategy directly in planning conversations with brand, PMM, and executive stakeholders
• Build and manage the editorial content calendar, coordinating with product launches, campaigns, events, and executive communications
• Create, write, and produce engaging social content from thought leadership and product moments to culture and community posts
• Manage day-to-day publishing, community engagement, and social listening across all corporate channels
• Partner with agency, design, and creative teams to brief and produce on-brand visual, motion, and video assets for social, including owning agency/vendor relationships and budget decisions
• Ghostwrite and support executive and employee voices on social to expand organic reach and thought leadership, and help coach executives directly on tone, format, and platform best practices
• Track and report on social performance metrics including engagement, follower growth, impressions, and downstream impact on pipeline and brand awareness, and build the measurement framework and reporting cadence used to tie social performance to business outcomes
• Stay ahead of platform trends, algorithm shifts, and emerging formats, testing new approaches to keep Freshworks' social presence sharp and current
• Manage relationships with social media tools and platforms (e.g., Sprout Social) and own the mentorship and day-to-day guidance of junior social team members and contractors, including onboarding and quality bar-setting
• Act as a subject-matter expert and point of escalation for social strategy questions across the marketing org, exercising judgment on ambiguous or high-visibility situations without needing sign-off

Requirements

• 7+ years of experience in social media management or social marketing, ideally with B2B SaaS or technology experience (raised from 5+)
• Proven track record building and executing social strategies that drive engagement, community growth, and measurable business impact, and a track record of doing so with a high degree of autonomy
• Strong writing and storytelling skills, with the ability to make complex products feel clear, human, and compelling in short-form content
• Hands-on experience managing content calendars, publishing tools, and social analytics platforms
• Experience partnering cross-functionally with brand, content, design, product marketing, and executive stakeholders, including experience directly advising senior leaders (VP+) on social approach
• A sharp eye for what's working on social right now and the instinct to know what's next
• Comfortable balancing always-on execution with longer-term strategic planning
• Excellent communication skills and the confidence to represent the brand voice across public-facing channels
• Experience mentoring or managing junior team members, contractors, or agency partners (new)
• Demonstrated ability to operate independently in ambiguous, fast-moving situations and make sound judgment calls without close oversight