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.
Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.
Fresh vision. Real impact. Come build it with us.
Job Description
Freshworks is looking for a Senior Product Marketing Manager to own the go-to-market strategy and narrative for our core service management products (Freshservice and Freshservice for Business Teams). These are the largest, highest-visibility products in the Freshservice portfolio—the foundation of how we compete, how we win, and how we grow.
This is a senior individual contributor role. You’ll report to the Sr. Director of Product Marketing and work directly with Product, Sales, and Analyst Relations to drive pipeline, accelerate deals, and shape how the market understands what Freshservice does and why it matters.
If you love building crisp positioning, writing stories that actually move buyers, and being the PMM that sales reps call when they need to win—this is the role.
Key Responsibilities:
Messaging & Positioning
- Own the narrative: Drive the messaging architecture for Freshservice ITSM and ESM—from top-level narratives to persona-specific value propositions.
- Simplify the complex: Translate technical product capabilities into crisp, buyer-relevant stories for IT decision-makers, analysts, and internal stakeholders.
- Beat the competition: Differentiate our capabilities from competitors, clearly articulating our unique value against ServiceNow, Jira Service Management, and ManageEngine.
- Maintain consistency: Keep messaging aligned across every customer-facing surface: web, sales decks, analyst submissions, and event keynotes.
Product Launches
- Drive GTM: Lead the go-to-market strategy for ITSM and ESM product launches—from initial messaging through execution.
- Own the calendar: Partner with Product Management to build and manage the launch calendar; own T-8 to T+30 execution.
- Rally the team: Coordinate cross-functional launch readiness across product, sales, demand gen, comms, and customer success.
- Measure impact: Define launch goals and success metrics. Don’t just ship—prove it landed.
Sales Enablement
- Be the trusted partner: Show up in key deals with the right story, the right competitive angle, and the right proof.
- Build what matters: Develop training, messaging guides, pitch narratives, and objection handlers that reps actually use.
- Listen to the field: Conduct regular listening sessions to understand what’s winning deals, what’s losing them, and where messaging needs to evolve.
Analyst & Market Intelligence
- Own analyst relations: Lead the PMM workstream for ITSM analyst briefings (Gartner, Forrester, IDC)—prep, narrative, and follow-through.
- Be the expert: Serve as a subject matter expert and spokesperson for internal and external engagements, customer events, and briefings.
- Track the market: Monitor competitive landscapes and ITSM trends; translate insights into actionable intelligence for product strategy and sales.
Qualifications
- 6+ years of experience in product marketing, focused on enterprise SaaS or enterprise software
- Demonstrated ownership of product launches—end-to-end, not just one workstream
- Exceptional written and verbal communication skills, with the ability to distill complex ITSM and AI capabilities into simple, value-driven messages
- Proven experience collaborating with cross-functional teams, including Product, Sales, and Marketing
- Ability to think strategically and execute tactically, managing multiple priorities simultaneously
- Experience selling into core IT decision makers, preferably with products built for IT operations
- AI-forward marketer — curious about and actively using the ways AI can supercharge product marketing
- Strong positioning instincts — you know the difference between a message and a claim, between differentiation and noise
- Proven ability to build sales enablement materials that reps actually use, not slide decks that live in a shared folder
- Track record of cross-functional influence across product, sales, and marketing without formal authority
Additional Information
Please note this is a hybrid role with onsite expectations of 3x/week (Tues - Thurs) from our San Mateo, CA headquarters.
The annual base salary range for this position is $192,000 - $238,000. 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.
Freshworks offers multiple options for dental, medical, vision, disability, and life insurance. 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.
