Senior Manager - Product Analytics (Individual Contributor)

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.

Responsibilities 

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 lar…