Company Description
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.
Job Description
About the Role
We are looking for a Manager – Product Analytics (Individual Contributor) to serve as the hands-on Product Analytics Lead across one or more Products, 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 1-2 product analysts, acting as a subject-matter expert and raising the bar for analytics quality, experimentation, and storytelling across the organization.
Responsibilities
- Own end-to-end product analytics for one or more Products 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 1-2 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
Preferred Qualifications
- 8+ years of hands-on experience in analytics, data science, or product analytics
- Exposure to leveraging AI / GenAI tools to enhance analytics workflows
- Proven experience influencing product and engineering teams through data-driven insights
- Expert proficiency in SQL, with experience working on large and complex datasets
- Strong hands-on experience with Python for exploratory, statistical, and predictive analysis
- Deep understanding of product metrics, experimentation, and statistical methods
- Experience building and maintaining dashboards using Power BI or similar tools
- Strong product thinking with the ability to connect data insights to customer value and business impact
- Excellent communication and storytelling skills, including executive-level presentations
- Comfortable operating independently in fast-paced, ambiguous environments
- Experience with SaaS telemetry, funnel analysis, and cohort-based lifecycle analysis is a plus
Qualifications
Additional Information
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.