Product Marketing Manager, Freshservice Platform

Freshworks•San Mateo, CA

2d•$160,000 - $200,000•Hybrid

About The Position

Freshworks is seeking a Product Marketing Manager to lead and enhance the narrative for the Freshservice platform, unifying service and operations into a cohesive story for IT organizations. This role involves close collaboration with Product Management, Engineering, Sales, Customer Success, and Demand Generation to shape customer perception of the Freshservice platform, launch new features that support this unified vision, and increase platform adoption. The ideal candidate will excel at connecting diverse product offerings, crafting compelling narratives that highlight platform synergy, and thriving in a cross-functional, fast-paced SaaS environment. Success hinges on understanding how the integration of service and operations addresses critical IT challenges, rather than merely rebranding existing features.

Requirements

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 Haves

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

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.