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 seeking a highly skilled and strategic Product Marketing Manager to focus on developing and executing compelling messaging for our ITSM product. The ideal candidate will be a master at translating complex technical features into clear, customer-centric value propositions that resonate with IT leaders, service managers, and key decision-makers. In this role, you will be responsible for crafting and managing the product messaging and positioning, ensuring consistency across all marketing touchpoints, and driving demand for our ITSM solution.

Key Responsibilities:

• Messaging & Positioning:
  Develop and refine the core messaging and positioning for our ITSM product, ensuring it clearly communicates its unique value to target audiences. Align messaging with customer pain points, needs, and business outcomes to drive interest and demand.

• Content Creation & Communication:
  Lead the creation of high-quality content such as product collateral, white papers, case studies, blog posts, webinars, and customer presentations. Tailor messaging for different buyer personas (IT leaders, service managers, etc.) and customer journey stages (awareness, consideration, decision).

• Market Research & Competitive Analysis:
  Conduct regular market research and competitive analysis to understand customer needs, emerging trends, and competitive landscapes. Use insights to continuously evolve product messaging and ensure the product remains differentiated and relevant.

• Cross-functional Collaboration:
  Collaborate with product management, engineering, and customer success teams to stay aligned on product roadmap, features, and customer requirements. Ensure that the messaging accurately reflects product capabilities and future direction.

• Metrics & Performance:
  Define and track key performance indicators (KPIs) related to product messaging and marketing effectiveness. Analyze the impact of messaging on lead generation, conversion rates, and overall sales performance.

• Experience:

  • 5+ years of experience in product marketing, with a focus on messaging and positioning, preferably in the ITSM or SaaS space.

  • Proven track record of developing and executing successful product marketing strategies and campaigns for complex technical products.

  • Experience in working with cross-functional teams (product, sales, customer success) to drive business results.

• Skills:

  • Strong ability to simplify complex technical concepts and communicate them in a customer-friendly way.

  • Exceptional writing, editing, and storytelling skills with a deep understanding of how to craft compelling narratives.

  • Ability to analyze market trends and customer insights to shape effective marketing strategies.

  • Experience creating sales enablement tools and training materials.

  • Strong project management skills, with the ability to juggle multiple priorities and meet deadlines.

• Education:

  • Bachelor’s degree in Marketing, Business, or a related field. MBA or advanced degree is a plus.

Why Join Us:

• Opportunity to work on a leading ITSM product in a fast-growing company.

• Collaborative, innovative, and supportive work environment.

• Competitive salary, benefits, and opportunities for professional growth and advancement.

The targeted annual base salary range for this position is $130,000 — $180,000 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.

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.

Please note this is a hybrid role that requires an in-office presence 3 days / week (Tue-Thur)

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.