Platform PMM: IT Service & Ops, AI-Driven

Freshworks; Boston (MA); Hybrid; USD 150,000 - 180,000; Full time

Benefits offered by this job

Dental insurance

Medical insurance

Vision insurance

Equity + ESPP

Flexible PTO

Commuter benefits

Wellness benefits

Adoption and parental leave

Job summary

Freshworks is seeking a Product Marketing Manager in Boston to own the Freshservice platform narrative. You will partner with Product Management, Engineering, Sales, Customer Success, and Demand Generation to shape positioning, launch new capabilities, and drive adoption across the platform.

This role spans the full platform, requiring you to connect service and operations to solve IT challenges. The role combines strategic storytelling with hands-on content creation in a fast-moving SaaS

Qualifications

• 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.

Responsibilities

• 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.

Skills

Product marketing

B2B SaaS

AI in marketing

Cross-functional leadership

Communication skills

Job description

Freshworks is seeking a Product Marketing Manager in Boston to own the Freshservice platform narrative. You will partner with Product Management, Engineering, Sales, Customer Success, and Demand Generation to shape positioning, launch new capabilities, and drive adoption across the platform.

This role spans the full platform, requiring you to connect service and operations to solve IT challenges. The role combines strategic storytelling with hands-on content creation in a fast-moving SaaS