Senior Product Marketing Manager, Freshservice

Freshworks; California (MO); Hybrid; USD 192,000 - 235,000; Full time

Benefits offered by this job

Dental insurance

Medical insurance

Vision insurance

Disability insurance

Life insurance

Equity + ESPP

Flexible PTO

Flexible spending

Commuter benefits

Wellness benefits

Adoption leave

Parental leave

Job summary

Freshworks is seeking a Senior Product Marketing Manager to own the go-to-market strategy and narrative for Freshservice and related ITSM/ESM products. You will collaborate with Product, Sales, Marketing, and Customer Success to drive pipeline, accelerate deals, and shape how the market understands Freshservice.

You will craft crisp positioning and messaging, lead end-to-end launches, and enable sales with differentiated content.

Qualifications

• 8+ years of experience in product marketing for enterprise SaaS or enterprise software
• Owned end-to-end product launches, not just single workstreams
• Exceptional written and verbal communication; distill ITSM/AI concepts into clear value messages
• Proven cross-functional collaboration with Product, Sales, Marketing
• Strategic thinker who can execute tactically across multiple priorities
• Experience selling to IT decision-makers, ideally IT operations-related products
• AI-forward marketer; curious about leveraging AI in go-to-market
• Strong positioning instincts; differentiate messaging from noise
• Proven ability to build practical sales enablement materials used by reps

Responsibilities

• Own the go-to-market strategy for Freshservice's ITSM and ESM products
• Craft messaging and positioning that clarify why Freshservice wins in the market
• Lead product launches from strategy to execution with cross-functional teams
• Enable sales with compelling content, insights, and competitive intelligence
• Shape market narrative with Analyst Relations for Gartner, Forrester, IDC
• Turn customer and competitive insights into product strategy and messaging
• Measure launch performance and refine positioning over time
• Champion AI-powered service management in customer communications

Skills

Enterprise SaaS marketing

Go-to-market strategy

Messaging & positioning

Cross-functional collaboration

Strategic thinking

Sales enablement

AI-powered marketing

Influence without authority

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.

There''s another option. Freshworks. With a fresh vision for how the world works.

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.

Fresh vision. Real impact. Come build it with us.

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, win, and 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.

What You''ll Do

• Own the go-to-market strategy for Freshservice''s flagship ITSM and Enterprise Service Management (ESM) products.
• Craft compelling messaging and positioning that helps customers understand why Freshservice wins.
• Lead product launches from strategy through execution, partnering closely with Product, Sales, Marketing, Customer Success, and PR.
• Enable sales to win, creating messaging, competitive insights, and content that accelerate deals.
• Shape our market narrative, partnering with Analyst Relations on Gartner, Forrester, IDC, and other key industry engagements.
• Turn customer and competitive insights into action, influencing product strategy, messaging, and roadmap decisions.
• Measure launch and messaging performance, continuously refining how we position and bring products to market.
• Champion AI-powered service management, helping customers understand how Freshservice is redefining modern IT and business service management.

• 8+ 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 way 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

Please note: This is a hybrid role that will be based in San Mateo, CA and requires an in-office presence three days per week (Tuesday - Thursday).

The annual base salary range for this position is $192,000 - $235,000 USD. 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.