Job Description

Freshworks is looking for a Product Marketing Manager to own and evolve the Freshservice platform narrative, bringing together service and operations into a single, unified story for IT organizations. In this role, you'll partner closely with Product Management, Engineering, Sales, Customer Success, and Demand Generation to shape how customers understand the Freshservice platform, launch new capabilities that reinforce that unified vision, and drive adoption across the platform.

This role is ideal for someone who enjoys connecting the dots across a broad product portfolio, loves building narratives that make a platform greater than the sum of its parts, and thrives working cross-functionally in a fast-moving SaaS environment.

While this role spans the full platform, success comes from understanding how bringing service and operations together solves real problems for IT organizations, not just repackaging existing capabilities under a new banner.

What You'll Do

• Own product marketing for the Freshservice platform, including positioning, messaging, and major launches.
• Drive content and external-facing assets that communicate Freshworks' point of view on the unified platform and the uniqueness of our approach.
• Develop differentiated messaging that clearly communicates the business value of bringing service and operations together for IT administrators, IT leaders, and enterprise buyers.
• Lead cross-functional launch planning with Product, Marketing, Sales, Customer Success, Enablement, and PR.
• Create sales enablement content including presentations, battlecards, FAQs, demos, and competitive messaging.
• Develop customer-facing assets including web content, blogs, videos, webinars, and campaigns.
• Gather customer insights through interviews, research, and competitive analysis to inform positioning and future platform direction.
• Partner with Demand Generation and Lifecycle Marketing to drive platform awareness, adoption, and customer engagement.
• Stay current on the ITSM and IT operations market and competitive offerings to help shape Freshworks' platform narrative.

Qualifications

What We're Looking For

• 5+ years of Product Marketing experience in B2B SaaS
• Experience marketing ITSM, IT Operations, DevOps, observability, cloud, cybersecurity, or enterprise infrastructure products
• Experience launching complex, multi-product platforms, including AI, machine learning, GenAI, Copilot, agentic AI, or other intelligent software capabilities
• Strong messaging and positioning skills with the ability to simplify complex technical concepts, including AI, for business and technical audiences
• A strong bias toward creatively incorporating AI into product marketing workflows
• Experience leading cross-functional product launches from planning through execution
• Strong partnership with Product Management and Engineering teams
• Experience creating customer-facing content and sales enablement materials
• Customer-first mindset with strong market research and storytelling skills
• Excellent written and verbal communication skills

Nice to Have

• Experience marketing a multi-product suite or platform, including consolidation or "better together" narratives
• Familiarity with enterprise AI adoption, AI agents, automation, or workflow platforms
• Experience marketing to IT administrators, IT leaders, or enterprise technology buyers

Additional Information

Please note: This is a hybrid role that will be based out of our Downtown Boston office and requires an in-office presence three days per week (Tuesday - Thursday).

The annual base salary range for this position is $150,000 - $180,000. 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. 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.