freshworks
Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done. There’s another option. Freshworks With a fresh vision for how the world works. At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world. Fresh vision. Real impact. Come build it with us. We are looking for a Senior Manager – Product Analytics (Individual Contributor) to serve as the hands-on Product Analytics Lead for one of our Product Verticals, owning product analytics end-to-end and shaping product strategy through data. This is a senior IC role for an analytics leader who thrives in ambiguity, partners deeply with Product, Engineering, Marketing, and Design, and influences product roadmap decisions with strong analytical rigor. You will work with complex product telemetry, customer behavior, and business data to generate actionable insights that improve customer value and business outcomes, in close collaboration with Sales, Customer Success, and GTM teams. You will also mentor 2–4 product analysts, acting as a subject-matter expert and raising the bar for analytics quality, experimentation, and storytelling across the organization. The Impact You Will Create Shape Product Strategy: You will own end-to-end product analytics for a dedicated vertical, transforming complex product telemetry and customer behavior data into actionable insights that directly dictate the product roadmap. Define the North Star: You will establish, evolve, and own the core metrics and KPIs that align Product, Engineering, Marketing, and GTM teams around customer value and business outcomes. Champion an Experimentation Culture: You will lead rigorous A/B testing initiatives from hypothesis to executive interpretation, embedding a data-driven, experimentation-led culture across all product teams. Elevate the Analytics Standard: Acting as a subject-matter expert, you will mentor 2-4 product analysts and raise the organizational bar for data integrity, advanced statistical analysis, and compelling executive storytelling.
Own end-to-end product analytics for a Product Vertical with high autonomy and ownership Partner closely with Product Managers, Engineering, and Design leaders to influence product strategy and roadmap decisions Collaborate with Marketing, Sales, Customer Success, and GTM teams to support growth, adoption, retention, and expansion initiatives through data Translate ambiguous business and product questions across teams into structured analytical problem statements Define, evolve, and own north-star metrics and product KPIs aligned to customer and business outcomes Act as the product analytics owner for instrumentation and telemetry, driving event design, coverage, and data quality Work with Engineering, TPMs, and Data Engineering to ensure scalable, reliable, and trusted data foundations Lead A/B testing and experimentation initiatives from hypothesis to analysis and interpretation Apply statistical techniques (regression, cohort analysis, confidence intervals, causal analysis) to inform decisions Perform deep-dive analyses on large, complex datasets to uncover root causes and high-impact opportunities Build and maintain analytics products such as dashboards, frameworks, and self-serve insights for product and business stakeholders Communicate insights through clear, compelling narratives and executive-ready presentations to senior leadership Mentor 2–4 junior product analysts, providing guidance on analysis design, experimentation, and storytelling Champion best practices in analytics, including data integrity, validation, documentation, and reproducibility Foster a data-driven, experimentation-led culture across product teams
Core Experience 10+ years of total experience in analytics or data science, with 5–7+ years of hands-on product analytics experience. Deep domain expertise in B2B SaaS environments is highly preferred. Technical & Data Stack Data Querying & Scripting: Expert proficiency in SQL for managing large, complex datasets, paired with strong hands-on Python skills for exploratory, statistical, and predictive analysis. Data Visualization: Proven experience building and maintaining self-serve analytics products and dashboards using Power BI (or similar tools). AI/GenAI Leverage: Exposure to utilizing AI and GenAI tools to enhance and accelerate analytics workflows. Analytical Methodologies & Product Thinking Advanced Experimentation: Deep understanding of statistical methods (regression, cohort analysis, confidence intervals, causal analysis) and A/B testing design. SaaS Product Metrics: Expertise in product telemetry, event instrumentation design, funnel analysis, and cohort-based lifecycle analysis. Product Sense: Strong business orientation with the ability to connect raw data insights directly to customer adoption, retention, and expansion initiatives. Leadership & Communication Executive Storytelling: Excellent communication skills with a proven track record of translating ambiguous data into clear narratives and executive-ready presentations. Strategic Influence: Proven ability to operate independently in ambiguous environments and influence senior product, engineering, and business leadership. Mentorship: Experience guiding and mentoring junior analysts in analysis design, data validation, and storytelling best practices. 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 ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.