Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). 

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. 

We are looking for a Staff Product Manager (Chat/Free Trial/CRO) to join our Digital Product & Program Management team. The Digital Product Management function at Freshworks is a critical part of our mission to create a consumer-like, customer-centric ecosystem of web properties and integrated digital experiences. Reporting to the Director of Brand & Digital Operations, you’ll oversee and manage a portion of our digital and web experience product roadmap.Partnering with strategy, design and development teams, you’ll drive requirements and conversion rate optimization for trial experiences, chat, forms and other conversion channels to drive scaled acquisition and increase inbound conversion in support of Digital Experience OKRs.

What you'll do

• Drive our chat program and roadmap to continuously analyze performance and inform areas of improvement in our chat experiences on the website.
• Drive conversion journey optimizations as well as testing and personalization backlog to improve site-wide and campaign conversion rate optimization (CRO).
• Measure and report on conversion journeys to distill insights and learnings that can be shared with stakeholders across broader Marketing, Sales, Product and Content strategy. 
• Manage and optimize the performance of digital capabilities (free trial, chat, forms, lead flow management) to ensure continuous improvement.
• Identify opportunities with data and lead product vision for your area of responsibility to boost performance and conversion rate.
• Responsible for E2E program management & execution of your roadmap. 
• Collaborate cross-functionally with Web Strategist, User Research & Experience Design, Content Strategy, SEO, Front End Development, Product and Demand Generation to yield complete implementation plans, timelines and ensure requirements are translated into actionable roadmap and prioritized backlog to deliver results against your key objectives.
• Manage cross-team dependencies, risks, and inform decision makers of appropriate trade-offs against development effort vs ROI.
• Drive effective collaboration, communication, and commitment across multiple groups with competing priorities.
• Obsessively monitor performance and continuously report out on project health and indicators for success with stakeholders throughout the project life cycle.
• Adhere to Digital Product & Program Management team standards.
• Proactively identify and resolve issues that block or reduce the team’s ability to meet business goals.
• Create and maintain internal user documentation, including supporting business logic and operational workflows.

• 8+ years owning inbound b2b demand generation, digital marketing, or digital or technical product management with proven ability to work effectively with all organizational levels.
• Hands-on experience with demand generation, web intelligence platforms, optimization and testing platforms, conversational marketing software, AI,  web analytics software, and CMS. Freshchat experience is a plus!
• Excellent written and oral communication skills including creating well-researched recommendation presentations for executive audiences and clear and persuasive stories, requirements, and proposals for collaborators
• Technical and business skills to understand, test, and challenge statements and assumptions working with respective technology owners.
• Proven success of influencing and developing productive working relationships with resources and internal or external customers.
• Track record of successfully driving projects with many cross-dependencies between independent teams and deliver results that are coherent and broadly supported
• Demonstrated ability to manage complex software projects, utilizing agile methodologies such as Scrum/Kanban and agile project management tools
• Strong analytical, problem-solving, and decision-making skills
• An understanding of how website capabilities should be informed by UX principles and design thinking, SEM, SEO, lead flow management, and information architecture
• Bachelor’s Degree or equivalent experience

Summary of Freshworks Benefits:

Freshworks offers multiple options for dental, medical, vision, disability, and life insurance. Equity + ESPP, flexible PTO, flexible spending, commuter benefits, and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

The annual base salary range for this position is between 128,520 USD to 214,200 USD. 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

All your information will be kept confidential according to EEO guidelines.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.