Product Marketing Manager, Freshservice Platform

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

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.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

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

• 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.

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.