Senior Product Marketing Manager, Service Management at Freshworks

Company Description

Organizations worldwide grapple with the complexity and cost of solutions promising simplification, better customer experiences, and growth. Software choices can make or break a business, often becoming blockers rather than enablers. Freshworks offers an alternative with a fresh vision for how the world works. We build uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.

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

Job Description

Freshworks is seeking 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—foundational to how we compete, win, and grow. This senior individual contributor role reports to the Sr. Director of Product Marketing and works directly with Product, Sales, and Analyst Relations to drive pipeline, accelerate deals, and shape market understanding of Freshservice's value and significance. If you excel at building crisp positioning, crafting impactful buyer narratives, and being the go-to PMM for sales teams, this role is for you.

Key Responsibilities:

Messaging & Positioning

• Own the narrative: Drive the messaging architecture for Freshservice ITSM and ESM, from top-level narratives to persona-specific value propositions.
• Simplify the complex: Translate technical product capabilities into crisp, buyer-relevant stories for IT decision-makers, analysts, and internal stakeholders.
• Beat the competition: Differentiate our capabilities from competitors, clearly articulating our unique value against ServiceNow, Jira Service Management, and ManageEngine.
• Maintain consistency: Ensure messaging alignment across all customer-facing surfaces: web, sales decks, analyst submissions, and event keynotes.

Product Launches

• Drive GTM: Lead the go-to-market strategy for ITSM and ESM product launches, from initial messaging through execution.
• Own the calendar: Partner with Product Management to build and manage the launch calendar; own T-8 to T+30 execution.
• Rally the team: Coordinate cross-functional launch readiness across product, sales, demand gen, comms, and customer success.
• Measure impact: Define launch goals and success metrics to prove landing.

Sales Enablement

• Be the trusted partner: Support key deals with the right story, competitive angle, and proof points.
• Build what matters: Develop training, messaging guides, pitch narratives, and objection handlers that sales reps actively use.
• Listen to the field: Conduct regular listening sessions to understand deal dynamics and identify messaging evolution needs.

Analyst & Market Intelligence

• Own analyst relations: Lead the PMM workstream for ITSM analyst briefings (Gartner, Forrester, IDC), including preparation, narrative, and follow-through.
• Be the expert: Serve as a subject matter expert and spokesperson for internal/external engagements, customer events, and briefings.
• Track the market: Monitor competitive landscapes and ITSM trends, translating insights into actionable intelligence for product strategy and sales.

Qualifications

• 6+ years of experience in product marketing, focused on enterprise SaaS or enterprise software.
• Demonstrated ownership of end-to-end product launches.
• 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 AI to enhance product marketing.
• Strong positioning instincts—ability to differentiate effectively.
• Proven ability to build sales enablement materials that are actively used by reps.
• Track record of cross-functional influence across product, sales, and marketing without formal authority.

Additional Information

• Location: This is a hybrid role with onsite expectations of 3x/week (Tues - Thurs) from our San Mateo, CA headquarters.
• Salary: The annual base salary range for this position is $192,000 - $238,000. This role is also eligible for a target bonus.
• Compensation: Based on factors including location, experience, job-related skills, and level.
• 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. Adoption and parental leave benefits are available.
• Culture: Freshworks fosters an environment where everyone can 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 diversity enhances our workplace.

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