Senior Product Marketing Manager

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: Keep messaging aligned across every customer-facing surface: 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. Don't just ship—prove it landed.

Sales Enablement

Show up in key deals with the right story, the right competitive angle, and the right proof.

Develop training, messaging guides, pitch narratives, and objection handlers that reps actually use.

Conduct regular listening sessions to understand what's winning deals, what's losing them, and where messaging needs to evolve.

Analyst & Market Intelligence

Lead the PMM workstream for ITSM analyst briefings (Gartner, Forrester, IDC)—prep, narrative, and follow-through.

Serve as a subject matter expert and spokesperson for internal and external engagements, customer events, and briefings.

Monitor competitive landscapes and ITSM trends; translate 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 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 ways 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

Additional Information

Please note this is a hybrid role with onsite expectations of 3x/week (Tues - Thurs) from our San Mateo, CA headquarters.

The annual base salary range for this position is $192,000 - $238,000. 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.

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.