Freshworks Inc. · NASDAQ:FRSH
Freshworks — Investor Day (September 2025)
123 slides from Freshworks's investor day presentation, Sep 11, 2025
Slide 1: Investor Day
Investor Day 2025 September 11, 2025 © 2025 Freshworks Inc. All rights reserved.
Slide 2: Welcome
Welcome Brian Lan Director of Investor Relations © 2025 Freshworks Inc. All rights reserved.
Slide 3: Disclaimer
Disclaimer This presentation has been prepared by Freshworks Inc. These forward-looking statements are subject to a number of our sales cycles or adversely affect our industry; our history of net (“Freshworks”) for informational purposes only and not for any risks, uncertainties and assumptions incl
Slide 4: Use of Non-GAAP Measures
Use of Non-GAAP Measures In addition to the U.S. generally accepted accounting principles (“GAAP”) financials, this presentation includes certain non-GAAP financial measures, including non-GAAP income (loss) from operations, non-GAAP gross profit, non-GAAP cost of revenue, non-GAAP operating expense
Slide 5: Agenda
Agenda Investor Day TIME SESSION SPEAKERS 2025 8:30 am Welcome Brian Lan Durable Growth Fueled by AI and Dennis Woodside Uncomplicated Solutions 20 min Product Innovation and Strategy with Demos 45 min Dennis Woodside and Srini Raghavan Break 10 min 9:50 am Go-to-Market Strategy 15 min Ian Tickle Ho
Slide 6: Durable Growth Fueled by AI and Uncomplicated Solutions
Durable Growth Fueled by AI and Uncomplicated Solutions Dennis Woodside Chief Executive Officer and President © 2025 Freshworks Inc. All rights reserved.
Slide 7: Our vision
Our vision Freshworks will be the uncomplicated, AI-native service platform of choice for organizations who seek powerful yet easy to use software to deliver exceptional customer and employee experiences © 2025 Freshworks Inc. All rights reserved.
Slide 8: Amazing brands around the world trust Freshworks
Amazing brands around the world trust Freshworks 74,000+ paying customers in over 120 countries Retail, logistics, Financial Auto and Media and Hospitality and State, local High-tech and ecommerce services manufacturing entertainment transportation and education © 2025 Freshworks Inc. All rights res
Slide 9: The EX and CX portfolio powered by AI
The EX and CX portfolio powered by AI Employee Experience (EX) Customer Experience (CX) Freshservice Freshservice Device42 Freshdesk Omni Freshdesk Freshchat Freshcaller for Business Teams Freddy Agentic AI Freddy AI Agent Freddy AI Copilot Freddy AI Insights © 2025 Freshworks Inc. All rights reserv
Slide 10: From plan to proof: since our last Investor Day
From plan to proof: since our last Investor Day Scaled Business >$840M ARR Growing 20% (2YR CAGR) Durable & Profitable Growth Rule of 40+ Q2-25 - 18% YoY Revenue Growth + 27% adj. FCF margin AI Monetization >$20M ARR >2x YoY Upmarket Expansion >60% ARR Mid-market & Enterprise Customers Strategic M&A
Slide 11: Upmarket demand has changed our business
Upmarket demand has changed our business Employee Experience (EX) Customer Experience (CX) 20% 47% 80% SMB 53% SMB Mid-market Mid-market and Enterprise and Enterprise Represents total ARR distribution of the across the segments Note: All data as of June 30, 2025 © 2025 Freshworks Inc. All rights res
Slide 12: Why we win against our largest competitors
Why we win against our largest competitors Unified Uncomplicated Time Total Cost of Experience Solutions to Value Ownership AI | Rapid Innovation | Enterprise Scale & Extensibility © 2025 Freshworks Inc. All rights reserved.
Slide 13: Why customers win with Freshworks
Why customers win with Freshworks Unified Uncomplicated Time Total Cost Experience Solutions to Value of Ownership “Everyone uses Freshservice. “It’s easy to set up “Our implementation journey “...it’s saved us a significant It has been instrumental in automations in Freshdesk— was seamless, and eve
Slide 14: The team driving our next chapter of growth
The team driving our next chapter of growth Dennis Woodside Mika Yamamoto Tyler Sloat Ian Tickle Chief Executive Officer Chief Customer & Marketing Officer Chief Operating & Financial Officer Chief of Global Field Operations Johanna Jackman Pam Sergeeff Murali Swaminathan Srinivasan Raghavan Kaitlyn
Slide 15: Headlines that define our story
Headlines that define our story Strong market position in fast-growing $80B+ TAM EX remains a durable 20%+ growth engine AI is driving monetization and fueling growth across EX and CX Disciplined capital allocation supports growth and opportunistic M&A On track for $1.3B+ ARR by 2028, continuing to
Slide 16: Market Opportunity
Market Opportunity © 2025 Freshworks Inc. All rights reserved.
Slide 17: Built to win in a large and expanding market
Built to win in a large and expanding market Our Focus $80B+ is mid-market and enterprise organizations, with a clear opportunity TAM * to deliver enterprise-grade capabilities and AI-driven solutions tailored to EX CX their needs. *Source: Gartner Forecast for 2025, IT Ops Market and CRM Market (ex
Slide 18: 3 year growth algorithm: Build | Scale | Expand
3 year growth algorithm: Build | Scale | Expand Core Products Continuing to mature our flagship New Adjacencies products to increase market share EX: Advanced integrations, AI in ITSM/ITOM, and $1B+ vertical expansion with deeper enterprise capabilities. CX: Deepen ticketing and unify channels while
Slide 19: 3 year growth algorithm: Build | Scale | Expand
3 year growth algorithm: Build | Scale | Expand Core Products Continuing to mature our flagship New Adjacencies products to increase market share EX: Advanced integrations, AI in ITSM/ITOM, and $1B+ vertical expansion with deeper enterprise capabilities. CX: Deepen ticketing and unify channels while
Slide 20: 3 year growth algorithm: Build | Scale | Expand
3 year growth algorithm: Build | Scale | Expand Core Products Continuing to mature our flagship New Adjacencies products to increase market share EX: Advanced integrations, AI in ITSM/ITOM, and $1B+ vertical expansion with deeper enterprise capabilities. CX: Deepen ticketing and unify channels while
Slide 21: Product Innovation & Strategy
Product Innovation & Strategy © 2025 Freshworks Inc. All rights reserved.
Slide 22: Employee Experience
Employee Experience EX © 2025 Freshworks Inc. All rights reserved.
Slide 23: Comprehensive EX portfolio designed for today's large, expanding market
Comprehensive EX portfolio designed EX for today’s large, expanding market IT HR | Finance | Facilities | Legal IT Service IT Operations IT Asset Freshservice Enterprise Freshservice Device 42 Management Service Management Management Management for Business Teams Freddy AI Platform & Automation Work
Slide 24: Enterprise grade for complex, upmarket needs
Enterprise grade for complex, upmarket needs… EX IT Service Management IT Asset Management • 24/7 Self Service with AI Agent • Asset lifecycle management • Agent Assistance • License and compliance management • Omnichannel and multilingual support • Asset lifecycle management • Problem detection and
Slide 25: …and we see it in our numbers
…and we see it in our numbers EX Large account growth Operating at scale Upmarket pull 32% YoY increase in >50% 14% YoY growth in EX customers YoY growth in ARPA tickets created with >$100K ARR *All YoY data as of June 30, 2025 © 2025 Freshworks Inc. All rights reserved.
Slide 26: Employee Experience Agent
51% 96% 23% 96% Employee Higher employee Customer Self-service User satisfaction Experience satisfaction rate satisfaction score deflection rate 81% 60% 100% 73% Reduction in ticket Reduction in agent Automation of core Faster incident Agent resolution time workload workflows resolution Productivity
Slide 27: Unified service management on a single platform
Unified service EX Industry: Software | Location: North America | Customer Since: 2020 management on a Challenge single platform Databricks, a global leader in data and AI, faced growing IT complexity as teams relied on a patchwork of tools, email, and Slack. This created silos, long resolution time
Slide 28: Unified service platform accelerating productivity
Unified service EX Industry: Manufacturing | Location: U.S. | Customer Since: 2023 platform accelerating Challenge productivity Coherent, a global leader in lasers, networks, and electronics, faced fragmented IT support spread across four platforms after multiple mergers. This hampered collaboration
Slide 29: Product Demos
Product Demos EX | AI | CX Srini Raghavan Chief Product Officer © 2025 Freshworks Inc. All rights reserved.
Slide 30: ModeMax
ModeMax* IT HR Support *Fictitious company used for demo purposes
Slide 31: ModeMax IT manages a complex, global environment
ModeMax IT manages a complex, global environment Tools Processes Global locations MS Virtual Walk ins Emails Slack Phone Teams meetings Infrastructure Systems Sales Customer support HR Finance Legal Facilities Alerts & Endpoint Access Management C I O MRemote Collaboration A NSupport D A T E SDevOps
Slide 32: Freddy AI
EX IT Service Mgmt ITSM | IT Operations Mgmt ITOM | IT Asset Mgmt ITAM* Freddy AI *Powered by Device42 © 2025 Freshworks Inc. All rights reserved.
Slide 33: Freshworks is transforming IT with a unified, AI-powered, IT management platform
Freshworks is transforming IT with a unified, EX AI-powered, IT management platform CIOs & IT Leaders Service Teams Employees Tight integration with Freshservice ITSM, ITOM Seamless access through Enterprise Systems and ITAM powered by Device42 Slack, Microsoft Teams Freddy AI Insights Freddy AI Cop
Slide 34: ModeMax
ModeMax* IT HR Support *Fictitious company used for demo purposes
Slide 35: ModeMax HR manages a complex, global workforce
ModeMax HR manages a complex, global workforce Remote, temporary and often Regional and relocating workforce international compliance Multiple systems of record Rising employee expectations (for assets, people, finance...) CHRO MANDATES Seamless Workforce Mandatory employee experience productivity c
Slide 36: Freddy AI for Business Teams
EX for Business Teams Enterprise Service Management ESM Freddy AI © 2025 Freshworks Inc. All rights reserved.
Slide 37: Freshworks is transforming HR with a modern, AI-powered ESM platform
Freshworks is transforming HR with EX a modern, AI-powered ESM platform HR Leaders Service Teams Employees Freshservice Journeys Freshservice for Seamless access through Business Teams Slack, Microsoft Teams Tight integration with enterprise systems Freddy AI Copilot Freddy AI Agent O U T C O M E S
Slide 38: Leading brands trust Freshworks to deliver exceptional employee experiences
Leading brands trust Freshworks to deliver EX exceptional employee experiences © 2025 Freshworks Inc. All rights reserved.
Slide 39: EX Growth Opportunity
EX Growth Opportunity © 2025 Freshworks Inc. All rights reserved.
Slide 40: Catalysts for continued 20%+ growth in EX
Catalysts for continued 20%+ growth in EX EX Core Products New Adjacencies Infuse AI across core ITSM and ITOM workflows Deepen enterprise capabilities Expand with vertical offerings: Education, across core Healthcare, Government ITSM & ITOM Continue to invest and build advanced integrations Add-on
Slide 41: Catalysts for continued 20%+ growth in EX
Catalysts for continued 20%+ growth in EX EX Core Products New Adjacencies Infuse AI across core ITSM and ITOM workflows Deepen enterprise capabilities Expand with vertical offerings: Education, across core Healthcare, Government ITSM & ITOM Continue to invest and build advanced integrations Add-on
Slide 42: Catalysts for continued 20%+ growth in EX
Catalysts for continued 20%+ growth in EX EX Core Products Infuse AI across core ITSM and ITOM workflows Deepen enterprise capabilities Expand with vertical offerings: Education, across core Healthcare, Government ITSM & ITOM Continue to invest and build advanced integrations Add-on Products Scale I
Slide 43: Freddy AI
Freddy AI © 2025 Freshworks Inc. All rights reserved.
Slide 44: Freddy AI now a >$20M ARR business
Freddy AI now a >$20M ARR business Freddy AI Agent Freddy AI Copilot Freddy AI Insights for customers for service for service and employees agents leaders Speedy resolutions. Productive agents. Proactive insights. Happy customers and employees. Consistent service. Better decisions. © 2025 Freshworks
Slide 45: A continuous drumbeat of AI innovation
A continuous drumbeat of AI innovation Freddy AI Agent Freddy AI Copilot Freddy AI Insights KEY FEATURES KEY FEATURES KEY FEATURES ● Omnichannel deployment ● Live translation ● Proactive trend and (web • email • chat • voice) ● Response generation anomaly alerts ● Autonomous actions ● Ticket triage
Slide 46: Rapid adoption, tangible value
Rapid adoption, tangible value Growing adoption Strong usage Significant impact 3X ~40M 65% YoY increase in Monthly ticket Improvement in Copilot adoption assists by Copilot response time >2X >2M ~50% YoY growth in paying Freddy AI Agent Ticket customers cumulative conversations deflection rate sinc
Slide 47: AI-Driven automation reduces costs and boosts profitability
AI-Driven automation reduces costs and boosts Industry: Logistics & Transportation | Location: U.K. | Customer Since: ‘23 profitability Challenge The world’s largest open-top sightseeing operator aimed to shift sales into its customer service hub. But agents were spending 15 minutes per interaction—
Slide 48: ClickFunnels unifies support with AI-powered Freshdesk Omni
ClickFunnels unifies Industry: Software & Internet | Location: U.S. | Customer Since: 2023 support with AI-powered, Challenge Freshdesk Omni ClickFunnels ran separate support systems for its legacy and “2.0” products, forcing agents to switch between platforms. This led to delays, lost tickets, high
Slide 49: AI: Product Demo
AI: Product Demo © 2025 Freshworks Inc. All rights reserved.
Slide 50: Freshworks has been at the forefront of AI innovation with Freddy AI
Freshworks has been at the forefront of AI innovation with Freddy AI Chatbots Freddy AI Self Service Freddy AI Agent Freddy Agentic AI Platform © 2025 Freshworks Inc. All rights reserved.
Slide 51: We have evolved Freddy AI to be an agentic platform
We have evolved Freddy AI to be an agentic platform AI Agent Studio for pre-built AI Agents and agentic workflows Freddy AI Agent Studio Domain-specific AI agents and agentic workflows Vertical AI Agents Functional AI Agents eCommerce Travel FinTech Logistics IT HR Agentic workflow Reason Orchestrat
Slide 52: Vertical and functional agentic AI actions
Vertical and functional agentic AI actions eCommerce FinTech Logistics HR Track order Get payment details Get shipping rates Get job details Return order Get payment invoices Track shipment Get worker details Get order details Create subscription Reschedule pickup Time Off balances Cancel order Canc
Slide 53: ModeMax
ModeMax* IT HR Support *Fictitious company used for demo purposes
Slide 54: ModeMax is all in on the promise of AI, but struggles to move beyond pilots to production
ModeMax is all in on the promise of AI, but struggles to move beyond pilots to production Multiple point solutions Workforce adoption challenges with heavy integration Reliability and accuracy concerns Rapidly changing technology CIO MANDATES Drive measurable Increase service Upskill workforce AI im
Slide 55: Freddy AI Agent Studio
Freddy AI Agent Studio © 2025 Freshworks Inc. All rights reserved.
Slide 56: Freshworks helps companies unlock the promise of agentic AI
Freshworks helps companies unlock the promise of agentic AI Business Leaders Service Teams Customers and Employees Tight integration with AI Agent Studio enterprise systems Seamless access through Freddy AI Copilot Vertical and functional Slack, Microsoft Teams AI Agents Freddy AI Agent O U T C O M
Slide 57: Trusted brands powered by Freddy AI
Trusted brands powered by Freddy AI © 2025 Freshworks Inc. All rights reserved.
Slide 58: AI Growth Opportunity
AI Growth Opportunity © 2025 Freshworks Inc. All rights reserved.
Slide 59: Copilot and AI Agent can become $100M ARR businesses
Copilot and AI Agent can become $100M ARR businesses Freddy AI Copilot Freddy AI Agent ~3x ~25% customer adoption CX customer adoption could translate to could drive $100M ARR $100M ARR © 2025 Freshworks Inc. All rights reserved.
Slide 60: Our AI revenue tracks to
Our AI revenue tracks to © 2025 Freshworks Inc. All rights reserved.
Slide 61: Customer Experience
Customer Experience CX © 2025 Freshworks Inc. All rights reserved.
Slide 62: Proven CX portfolio that serves a broad set of customer needs
Proven CX portfolio that serves a broad set of CX customer needs Freshdesk Omni Freshdesk Freshcaller Freshchat Customer Service Operations Omnichannel Advanced Ticketing Knowledge Advanced Workflow Contact Center Engagement & Case Management Management Automation as a Service Freddy AI Platform & A
Slide 63: Stable, scaled business with AI upside
Stable, scaled business with AI upside CX Customer Retention Proven Scale AI Impact 14% 2B Tickets/Conversations/ 194% YoY growth in Copilot YoY improvement Calls (TTM) assisted Tickets in Churn Note: All data as of June 30, 2025, unless specifically mentioned © 2025 Freshworks Inc. All rights reser
Slide 64: CX customer results
90% 55% 82% 20pts Customer Lower average resolution Increase Customer Increase in NPS Satisfaction time than competitors in CSAT Satisfaction 75% 5X 90% Operational First-contact resolution rate More queries Resolution rate within eight working hours handled efficiency 35+ 248% 96% 90% 72% Hours sav
Slide 65: Faster ticketing helps Satair keep aircraft in the air
CX Faster ticketing helps Industry: Manufacturing | Location: Denmark | Customer Since: ‘21 Satair keep aircraft in the air Challenge Satair’s support teams relied on email, leading to delays, confusion, and costly setbacks during critical aircraft-on- ground situations. To unify global operations a
Slide 66: CX: Product Demo
CX: Product Demo © 2025 Freshworks Inc. All rights reserved.
Slide 67: ModeMax
ModeMax* IT HR Support *Fictitious company used for demo purposes
Slide 68: ModeMax CX teams are struggling to efficiently meet rising customer expectations
ModeMax CX teams are struggling to efficiently meet rising customer expectations Support Operations Disconnected channels High Web serviceEmail volumes Chat Phone Walk-ins Social and siloed tools Support Success Sales Legal Warehouse Deliveries Rising customer expectations Service desk attrition and
Slide 69: Freddy AI
CX Freddy AI © 2025 Freshworks Inc. All rights reserved.
Slide 70: Freshworks has transformed CX teams with a unified, AI-powered, omnichannel CX platform
Freshworks has transformed CX teams with a CX unified, AI-powered, omnichannel CX platform CX & Ops Leaders Service Teams Customers A unified, omnichannel A unified support workspace Freddy AI Agent for email, CX platform and chat AI agent studio with agentic Freddy AI Insights workflows (coming soo
Slide 71: Leading brands trust Freshworks for delivering exceptional customer experiences
Leading brands trust Freshworks for delivering CX exceptional customer experiences © 2025 Freshworks Inc. All rights reserved.
Slide 72: CX Growth Opportunity
CX Growth Opportunity © 2025 Freshworks Inc. All rights reserved.
Slide 73: Catalysts to strengthen CX portfolio
Catalysts to strengthen CX portfolio CX Core Products Strengthen Build ticketing depth and expand multi-channel and streamline and multi-modal (text, voice, and beyond in one product portfolio unified workspace) Add-on Products Scale Agentic Launch library of AI Agents, enable AI into breakout multi
Slide 74: Catalysts to strengthen CX portfolio
Catalysts to strengthen CX portfolio CX Core Products New Adjacencies Strengthen Build ticketing depth and expand multi-channel and streamline and multi-modal (text, voice, and beyond in one product portfolio unified workspace) Add-on Products Scale Agentic Launch library of AI Agents, enable AI int
Slide 75: Catalysts to strengthen CX portfolio
Catalysts to strengthen CX portfolio CX Core Products Strengthen Build ticketing depth and expand multi-channel and streamline and multi-modal (text, voice, and beyond in one product portfolio unified workspace) Add-on Products Scale Agentic Launch library of AI Agents, enable AI into breakout multi
Slide 76: 3 year growth algorithm: Build | Scale | Expand
3 year growth algorithm: Build | Scale | Expand Core Products Continuing to mature our flagship New Adjacencies products to increase market share EX: Advanced integrations, AI in ITSM/ITOM, and $1B+ vertical expansion with deeper enterprise capabilities CX: Deepen ticketing and unify channels while
Slide 77: Investor Day
Investor Day 2025 September 11, 2025 © 2025 Freshworks Inc. All rights reserved.
Slide 78: Go-to-Market Strategy
Go-to-Market Strategy Ian Tickle Chief of Global Field Operations © 2025 Freshworks Inc. All rights reserved.
Slide 79: We've sharpened our three go-to-market motions
We’ve sharpened our three go-to-market motions Growing Field Efficient Inside Scaling Partner Sales Motion Sales Motion Ecosystem Deeper coverage for our Digital search, social media, Partners enrich our customers who need it virtual events, trials offerings and expand our global outreach © 2025 Fre
Slide 80: Global footprint prioritizing key markets
Global footprint prioritizing key markets Utrecht London Berlin Seattle, WA Denver, CO Paris Boston, MA San Mateo, CA Hyderabad Bengaluru Chennai NA EMEA APAC & ROW 46% of Revenue 39% of Revenue 15% of Revenue Q2-25 Q2-25 Q2-25 Sydney © 2025 Freshworks Inc. All rights reserved.
Slide 81: Clear traction in the field with mid-market and enterprise segments
Clear traction in the field with mid-market and enterprise segments Select new logos since 2024 Total ARR >60% Mid-market & Enterprise Customers Note: All data as of June 30, 2025 © 2025 Freshworks Inc. All rights reserved.
Slide 82: Land and expand: a mid-market and enterprise customers' journey
Land and expand: a mid-market and enterprise customers’ journey 2025 A multi-billion dollar US credit union with 600+ employees 2024 2023 2022 2021 BUSINESS NEED Modernize ITSM, replace Growing IT team and Broaden to HR, Drive efficiency and Acquisition-driven legacy tools, improve need for better a
Slide 83: Leverage our efficient, high velocity inside sales team in India to drive SMB sales
Leverage our efficient, high velocity inside sales team in India to drive SMB sales ARR from New business Time to close SMB customers Copilot attach rate 9% 80% 18% YoY Growth of deals in 30 days as of Q2-25 Note: All data as of June 30, 2025, unless specifically mentioned © 2025 Freshworks Inc. All
Slide 84: AI-Driven support enables iPostal1 to scale efficiently
AI-Driven support enables Industry: Business Services | Location: U.S. | Customer Since: ‘19 iPostal1 to scale efficiently Challenge iPostal1, a leading virtual mailbox provider with 3,000+ locations, struggled during the pandemic as rising demand overwhelmed teams using spreadsheets and ad- >50% 98
Slide 85: Growing partner ecosystem is a multiplier
Growing partner ecosystem is a multiplier 500+ Partners Partner Impact Up 25% since last >33% Investor Day Solution Provider Reseller GSI Distributor of new ARR touched by Services Partner Sales Consultant Partners Representative selection of trusted partners Note: Data as of June 30, 2025. Note: Fo
Slide 86: An example of early success with Partners
An example of early success with Partners Company: CDW | Industry: Various | Partner Since: 2024 250+ Opening new doors Achieving rapid traction across all segments since we signed the partnership in 2024 (from SMB to Enterprise) Deal registrations; 2025 YTD Unlocking opportunities Across key vertic
Slide 87: Proven motions, accelerating momentum
Proven motions, accelerating momentum Growing Field Efficient Inside Scaling Partner Sales Motion Sales Motion Ecosystem © 2025 Freshworks Inc. All rights reserved.
Slide 88: How Customers Win with Freshworks
How Customers Win with Freshworks Mika Yamamoto Chief Customer and Marketing Officer © 2025 Freshworks Inc. All rights reserved.
Slide 89: Customer speakers: Vineet Sachdev and Michelle Esgar
Vineet Sachdev Michelle Esgar Head of Information Director, Marketing Technology and Experience © 2025 Freshworks Inc. All rights reserved.
Slide 90: Investor Day
Investor Day 2025 September 11, 2025 © 2025 Freshworks Inc. All rights reserved.
Slide 91: Financial Overview
Financial Overview Tyler Sloat Chief Operating Officer & Chief Financial Officer © 2025 Freshworks Inc. All rights reserved.
Slide 92: From plan to proof: since our last Investor Day
From plan to proof: since our last Investor Day Scaled Business >$840M ARR Growing 20% (2YR CAGR) Durable & Profitable Growth Rule of 40+ Q2-25 - 18% YoY Revenue Growth + 27% adj. FCF margin AI Monetization >$20M ARR >2x YoY Upmarket Expansion >60% ARR Mid-market & Enterprise Customers Strategic M&A
Slide 93: Continuing to drive durable growth in revenue
Continuing to drive durable growth in revenue ($ in millions; % YoY growth) $900 CAGR $826 2021-2025E 15% 22% $720 $600 21% $596 $498 20% 34% $300 $371 49% $0 2021 2022 2023 2024 2025E IPO Investor Day Investor Day Note: 2025 figures are based on the midpoint of Freshworks full year 2025 financial e
Slide 94: Our products continue to grow at scale
Our products continue to grow at scale Employee Experience (EX) Customer Experience (CX) ARR ARR +14% +2% >$450M $21.3K $24.1K >$380M $6.3K $6.4K 22% YoY (CC) 8% YoY (CC) Q2-24 Q2-25 Q2-24 Q2-25 EX ARPA CX ARPA >12,300* >12,900* Customers >$5K ARR Customers >$5K ARR Note: Unless otherwise noted, fin
Slide 95: Over 60% of total ARR comes from mid-market and enterprise customers
Over 60% of total ARR comes from mid-market and enterprise customers Employee Experience (EX) Customer Experience (CX) 24% 20% 45% 47% 76% 80% 55% 53% Q2-23 Q2-25 Q2-23 Q2-25 Represents ARR distribution SMB Mid-market & Represents ARR distribution SMB Mid-market & of the following segments: Enterpri
Slide 96: >$50K ARR customers now make up the majority of our business
>$50K ARR customers now make up the majority of our business Over 70 customers >$500K ARR and more than a dozen customers >$1M ARR >$5K ARR Customers >$50K ARR Customers >$100K ARR Customers CAGR 23,975 CAGR CAGR Q2-21 to Q2-25 21,774 Q2-21 to Q2-25 3,460 Q2-21 to Q2-25 1,392 16% 31% 2,839 35% 1,140
Slide 97: Strong track record of expansion with annual cohorts
Strong track record of expansion with annual cohorts 2024 2023 Since 2012, every annual 2022 2021 cohort has expanded 2020 2019 2018 New annual cohort size 2017 continues to trend positively 2016 2015 2014 2013 2012 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2022 2023 2024 The chart illustrat
Slide 98: Path to inflection for net dollar retention
Path to inflection for net dollar retention >106% 104% Long term NDR upside drivers EX 65% of Total ARR EX NDR of >110% via new products (AI, ESM, ITAM, etc.) EX NDR of ~110% CX NDR of >100% with greater AI adoption CX NDR of ~100% Continued churn improvements Optimized price and packaging Q2-25 Net
Slide 99: Delivered on operating efficiency
Delivered on operating efficiency Non-GAAP 82% 82% 84% 86% 86% Gross Margin Non-GAAP (5%) (4%) 7% 14% Operating Margin 23% 1% (3%) 13% 21% FCF Margin 27% 18% 18% 16% 14% 14% 20% 20% 17% 17% 15% COR R&D 54% 56% 48% 45% 38% S&M 12% 11% 11% 10% 10% G&A 2021 2022 2023 2024 H1-25 Non-GAAP Expenses as % o
Slide 100: GAAP net income profitability expected by Q4-26
GAAP net income profitability expected by Q4-26 2022 2023 2024 2025E 2026E Annual improvements in GAAP net loss since 2022 $(95) SBC expenses continue $(137) trending to LT target of <20% of revenue GAAP Net Income (Loss) $(232) © 2025 Freshworks Inc. All rights reserved.
Slide 101: Prudent equity management for GAAP profitability
Prudent equity management for GAAP profitability 35% Post-IPO Long Term Targets 30% Pre-IPO <20% SBC as % of revenue Share dilution of <2% ~23% 18-20% SBC as % of Revenue Completed $400M Share Repurchase Program in Aug 2025 Repurchased 27.9M shares 2023 2024 2025E 2028E at avg price of $14.35 Net di
Slide 102: Strong cash generation to reinvest in business
Strong cash generation to reinvest in business Non-GAAP adjusted FCF and adjusted FCF margin ($ in millions) +40% 26% 2025E Non-GAAP adjusted FCF YoY Growth $215 21% $153 $926M Cash 13% as of June 30, 2025 $78 (3%) $(15) 2022 2023 2024 2025E Note: 2025 figures are based on Freshworks full year 2025
Slide 103: Achieved Rule of 40 a full year ahead of schedule
Achieved Rule of 40 a full year ahead of schedule Investor Day Rule of 40 2023 20% Revenue Growth 19% 20% FCF Margin 10% 2023E 2025E Long Term Investor Day Rule of 40 2025 21% Revenue Growth 20% 21% FCF Margin 13% 2023 2024 2028E © 2025 Freshworks Inc. All rights reserved.
Slide 104: Financial outlook
Financial outlook ($ in millions except for per share data) Q3-25E 2025E Revenue(1) $207.0 - $210.0 $822.9 - $828.9 Year-over-year growth 11% - 12% 14% - 15% Year-over-year growth (constant currency) 11% - 12% 14% - 16% Non-GAAP income from operations(1) $31.2 - $33.2 $153.0 - $157.0 Non-GAAP net in
Slide 105: Freshworks compares favorably to SMID software peers
Freshworks compares favorably to SMID software peers SMID SaaS Peers* FRSH 2025E Revenue Growth ~13% YoY ~15% YoY Gross Margin ~75% ~86% Operating Margin ~11% ~19% Free Cash Flow Margin ~14% ~26% Rule of 40 Rule of 27 Rule of 41 Revenue Growth + FCF Margin *Source: Data from Factset estimates as of
Slide 106: 3 year growth algorithm: Build | Scale | Expand
3 year growth algorithm: Build | Scale | Expand Core Products Continuing to mature our flagship New Adjacencies products to increase market share EX: Advanced integrations, AI in ITSM/ITOM, and $1B+ vertical expansion with deeper enterprise capabilities CX: Deepen ticketing and unify channels while
Slide 107: Shape of our business in 2028
Shape of our business in 2028 Ending ARR $1.3B+ ARR Driving EX growth 65% of ARR EX Target Upmarket Expansion 70% of ARR Mid-market & Enterprise Customers Target NDR Inflection >106% NDR © 2025 Freshworks Inc. All rights reserved.
Slide 108: Our financial future by 2028
Our financial future by 2028 Accelerating Growth Robust Cash Flow Rule of $1.2B+ $340M+ 45 2028E REVENUE 2028E FREE CASH FLOW +15-16% YoY 28-30% Margin © 2025 Freshworks Inc. All rights reserved.
Slide 109: Long-term model
Long-term model 2025E 2026E 2027E 2028E Revenue YoY Growth 15% 13-14% 14-15% 15-16% Non-GAAP Gross Margin 86% 85-86% R&D AI talent and product development As a % of Revenue 16% 16-17% S&M As a % of Revenue 40% Expand field motion / Invest in brand 38-39% G&A Operate more efficiently As a % of Revenu
Slide 110: Headlines that define our story
Headlines that define our story Strong market position in fast-growing $80B+ TAM EX remains a durable 20%+ growth engine AI is driving monetization and fueling growth across EX and CX Disciplined capital allocation supports growth and opportunistic M&A On track for $1.3B+ ARR by 2028, continuing to
Slide 111: Investor Day
Investor Day 2025 September 11, 2025 © 2025 Freshworks Inc. All rights reserved.
Slide 112: Contact us: ir@freshworks.com
Contact us: ir@freshworks.com © 2025 Freshworks Inc. All rights reserved.
Slide 113: Appendix
Appendix © 2025 Freshworks Inc. All rights reserved.
Slide 114: Definitions
Definitions Customer: a unique domain or unique email address with at least one more more paid subscriptions to one or more of our products ARPA: annual revenue per account ARR: annual recurring revenue CAGR: compounding annual growth rate TTM: trailing twelve months SMB: companies with 250 or fewer
Slide 115: GAAP to non-GAAP Reconciliations: Revenue
GAAP to non-GAAP Reconciliations Revenue ($ in millions) Q2-24 Q3-24 Q4-24 Q1-25 Q2-25 GAAP Revenue $174.1 $186.6 $194.6 $196.3 $204.7 YoY Growth rates 20% 22% 22% 19% 18% Add: Effects of foreign currency rate fluctuations $0.2 $0.1 ($1.0) $0.6 ($0.6) Revenue adjusted for constant currency(1) $174.3
Slide 116: GAAP to non-GAAP Reconciliations: Revenue
GAAP to non-GAAP Reconciliations Revenue ($ in millions) 2021 2022 2023 2024 H1-25 GAAP Revenue $371.0 $498.0 $596.4 $720.4 $401.0 YoY Growth rates 49% 34% 20% 21% 18% Add: Effects of foreign currency rate fluctuations $5.0 $11.3 $0.6 ($1.4) $0.0 Revenue adjusted for constant currency(1) $366.0 $509
Slide 117: GAAP to non-GAAP Reconciliations: Cost of revenue
GAAP to non-GAAP Reconciliations Cost of revenue ($ in millions) 2021 2022 2023 2024 H1-25 GAAP cost of revenue $78.0 $95.8 $103.4 $113.3 $61.0 Less: stock-based compensation expense - employee awards ($5.6) ($7.0) ($6.8) ($6.6) ($3.0) Less: employer taxes and employee stock transactions ($0.3) – ($
Slide 118: GAAP to non-GAAP Reconciliations: Gross profit
GAAP to non-GAAP Reconciliations Gross profit ($ in millions) 2021 2022 2023 2024 H1-25 GAAP gross profit $293.0 $402.2 $493.1 $607.1 $339.9 Add: stock-based compensation expense - employee awards $5.6 $7.0 $6.8 $6.6 $3.0 Add: employer taxes and employee stock transactions $0.3 – $0.1 $0.1 $0.1 Add:
Slide 119: GAAP to non-GAAP Reconciliations: Operating expenses
GAAP to non-GAAP Reconciliations Operating expenses ($ in millions) 2021 2022 2023 2024 H1-25 GAAP sales and marketing $260.3 $343.2 $357.8 $390.8 $184.4 Less: stock-based compensation expense - employee awards (53.2) (64.3) ($66.8) ($63.2) ($25.2) Less: employer taxes and employee stock transaction
Slide 120: GAAP to non-GAAP Reconciliations: Operating expenses
GAAP to non-GAAP Reconciliations Operating expenses ($ in millions) 2021 2022 2023 2024 H1-25 GAAP research and development $120.4 $135.5 $137.8 $164.6 $79.9 Less: stock-based compensation expense - employee awards (45.2) (36.4) (37.5) (41.5) (17.8) Less: employer taxes and employee stock transactio
Slide 121: GAAP to non-GAAP Reconciliations: Income (loss) from operations
GAAP to non-GAAP Reconciliations Income (loss) from operations ($ in millions) 2021 2022 2023 2024 H1-25 GAAP income (loss) from operations ($204.8) ($233.4) ($170.2) ($138.6) ($19.1) Add: stock-based compensation expense - employee awards 173.4 207.7 210.7 216.7 100.9 Add: employer taxes and employ
Slide 122: GAAP to non-GAAP Reconciliations: Free cash flow
GAAP to non-GAAP Reconciliations Free cash flow ($ in millions) Q2-24 Q3-24 Q4-24 Q1-25 Q2-25 Net cash provided by (used in) operating activities $36.3 $42.3 $41.4 $58.0 $58.6 Less: purchase of property and equipment ($2.3) ($1.1) ($5.1) ($1.3) ($0.4) Less: capitalized internal-use software ($1.2) (
Slide 123: GAAP to non-GAAP Reconciliations: Free cash flow
GAAP to non-GAAP Reconciliations Free cash flow ($ in millions) 2021 2022 2023 2024 H1-25 Net cash provided by (used in) operating activities $11.5 ($2.5) $86.2 $160.6 $116.6 Less: purchase of property and equipment ($5.6) ($7.1) ($2.1) ($9.2) ($1.7) Less: capitalized internal-use software ($3.6) ($