Freshworks CEO Dennis Woodside
Nasdaq-listed SaaS major Freshworks is eyeing a topline of $1.3 billion by 2028, primarily driven by an increase in mid-market and enterprise customers across Employee Experience (EX) and Customer Experience (CX) segments.
Freshworks has increased its focus on mid-market and lower-end enterprise-grade customers as it focuses on this goal.
“Many of these mid-market customers face the same sophisticated challenges in their IT and customer support operations as a Fortune 100 company, but they don’t have the resources to manage complex software. They are looking for something that is enterprise grade, but without the enterprise complexity and with a lower total cost. That is the segment where we are winning, and that is where we want to focus on growth,” said Freshworks CEO Dennis Woodside in an investor conference on Thursday.
Woodside also mentioned that the company is increasingly seeing monetisation through AI across both EX and CX segments, with ARR of over $20 million coming from its AI businesses.
Mid-market and enterprise customers now account for 80 per cent of Freshworks’s EX business and 47 per cent of its CX business, according to an investor presentation by Freshworks. It saw a 32 per cent increase in EX clients with over $100,000 Annual Recurring Revenue (ARR) and 14 per cent growth in Average Revenue Per Account (ARPA).
three key areas
He added that growth will be driven by three key areas. This includes improving Freshworks products in core customer and employee experience areas, and by providing add-ons like AIOps, workforce engagements and other natural extensions of existing products.
Speaking on Freshworks’ edge, he added that the company’s unified experience, uncomplicated solutions, time-to-value proposition and competitive costs will separate it from the larger players in the $80 billion EX and CX markets.
Published on September 12, 2025
