Why This Job is Featured on The SaaS Jobs
Executive communications roles are often underrepresented in SaaS hiring, yet they materially shape how product value, customer outcomes, and company strategy are understood across the market. This position sits at the intersection of go-to-market leadership and corporate narrative, supporting an executive who oversees marketing, support, sales, and customer success—functions that define how a SaaS business acquires, retains, and expands customers.
For a SaaS communications career, the role offers unusually broad exposure to the operating system of a B2B software company: earnings moments, launches, customer events, and internal alignment across Finance, Product Marketing, Brand, and Strategy. The emphasis on measurement—reach, engagement, and business outcomes—also reflects a SaaS-native expectation that communications ladders up to observable impact, not just output. Experience incorporating AI into communications workflows further aligns with how modern SaaS teams are evolving.
This role tends to suit communicators who prefer high-discretion partnership with senior leaders, enjoy translating complex strategy into executive-ready language, and are comfortable coordinating across many stakeholders without direct authority. It also fits professionals who want their craft to be evaluated with rigor, combining narrative judgment with analytics and feedback loops.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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
Freshworks is seeking a Senior Manager of Executive Communications to serve as the primary communications partner to Mika Yamamoto, Chief Integrated Customer Growth Officer (CICGO), who oversees Marketing, Customer Support, and Small Business and Commercial Sales and Customer Success teams.
This is a high-impact, high-visibility role focused on turning business priorities into authentic executive communications that build trust in customers, employees and investors. You will shape executive messaging, thought leadership, and drive narrative clarity across external and internal channels and audiences at a company that is reinventing the customer and employee experience with AI.
Your strategy and creativity will help amplify our company’s mission to uncomplicate service and software through the voice of one of our most visible executives. As CICGO, Mika is our biggest customer champion. She advocates for simplicity over complexity; a people-first approach to AI; and personal connection, purpose and balance in a fast-paced tech industry.
If you’re energized by executive storytelling, strategic influence, and partnering closely with a world-class leader from SAP, Adobe and F5, this role offers a rare opportunity to operate at the center of Freshworks’ growth story.
Responsibilities
As the primary communications storyteller for the CICGO, amplifying her voice across speaking engagements, media, and owned channels, you will be responsible for:
Establish Leading Thoughts for a Passionate Leader
- Own and drive the CICGO’s thought leadership platform amid the ever-evolving tech industry, ensuring she is consistently positioned with a clear, differentiated, and authentic point of view.
- Continuously identify new opportunities to land those points of view externally and internally in a way that reinforces Freshworks’ leading position in modern customer and employee experience software.
- Actively monitor and identify industry conversations in the cultural tech zeitgeist where our CICGO has opinions and insights that will help IT, customer service, and other functional leaders.
Support our Corporate Communications Strategy, Inside and Out
- Identify proactive opportunities to elevate Mika’s profile among customers, partners, press, industry influencers, and employees around company milestones such as earnings, company-wide meetings, product launches, and customer events.
- Anticipate corporate communication needs and risks, and proactively recommend messaging strategies where the CICGO should be a voice internally and externally.
- Identify new opportunities for Mika to engage employees and lead the development of her internal presentation talk tracks, company-wide and org-wide announcements.
Drive Measurable Impact on Company Perception
- Analytics and reporting are essential - you’ll track and report on reach, engagement, and follower growth to assess strategy effectiveness and make data-driven adjustments.
- Measure the effectiveness of executive communications using engagement data, feedback, and business outcomes.
Maintain Consistent Executional Rigour
- Develop high-quality written materials, including messaging, Q&As, keynotes, opinion articles and social media posts. You are a fountain of new ideas and can turn opinions into engaging and informative content that resonates with our target buyers!
- Partner with Finance, Brand, Product Marketing, and Strategy teams to develop an ongoing storytelling calendar for paid/earned/owned and social content and programs.
- Partner closely with Marketing, Sales, Customer, Product, HR, Office of the CICGO, and Corporate Communications to ensure messaging alignment across internal and external presentations and assets.
Qualifications
- 8–12+ years of experience in executive communications, corporate communications, or strategic content roles
- Strong business acumen and knowledge of B2B SaaS business models, with experience in IT or CX industries a plus.
- Demonstrated experience working directly with C-suite executives in high-visibility, fast-moving organizations.
- The ability to quickly grasp complex strategies and translate them into clear narratives, with the proven ability to craft executive-ready content.
- Exceptional writing and editing skills, with the ability to adapt tone and voice while maintaining authenticity.
- High emotional intelligence, discretion, and sound judgment when handling sensitive information.
- Comfortable navigating ambiguity and fast-moving priorities.
- Ability to influence without formal authority and manage multiple stakeholders effectively.
- Calm, proactive, and solutions-oriented under pressure.
- Strong project management skills with the ability to juggle multiple priorities under tight timelines.
- High business acumen and comfort operating in ambiguity.
- Experience leveraging AI to improve workflows, decision-making, or insights within communications or related functions.
Success Metrics
- Improved engagement/perception with key stakeholders: employees, customers, press
- Content leads to inbound requests for expertise/awareness from the press
- High message resonance and memorability
- Employee sentiment
Additional Information
The annual base salary range for this position is $176,800 - $218,400. This role is also eligible for a target bonus.
Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available. Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.
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.
