Platform Product Marketing Lead — ITSM & AI

Freshworks; Massachusetts; Hybrid; USD 150,000 - 180,000; Full time

Benefits offered by this job

Dental, medical, vision

Equity + ESPP

Flexible PTO

Commuter benefits

Wellness benefits

Parental/adoption leave

Job summary

Freshworks in Boston is seeking a Product Marketing Manager to own the Freshservice platform narrative and drive adoption across the IT org.

You will partner with Product, Eng, Sales, Customer Success, and Demand Gen to shape messaging, launches, and customer-facing content for a multi-product SaaS portfolio.

This hybrid role requires in-office presence three days a week (Tue-Thu) in Downtown Boston and offers a base salary of $150,000-$180,000 plus a target bonus and benefits.

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

ITSM / IT Operations

AI / GenAI

Messaging & Positioning

Cross-functional launches

Sales enablement content

Customer research

Job description

Freshworks in Boston is seeking a Product Marketing Manager to own the Freshservice platform narrative and drive adoption across the IT org.

You will partner with Product, Eng, Sales, Customer Success, and Demand Gen to shape messaging, launches, and customer-facing content for a multi-product SaaS portfolio.

This hybrid role requires in-office presence three days a week (Tue-Thu) in Downtown Boston and offers a base salary of $150,000-$180,000 plus a target bonus and benefits.