Product Marketing Manager, Freshservice Platform

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency.

And, over 4,500 Freshworks employees make this possible, all around the world.

Freshworks is looking for a Product Marketing Manager to own and evolve the Fresh service platform narrative, bringing together service and operations into a single, unified story for IT organizations. In this role, you'll partner closely with Product Management, Engineering, Sales, Customer Success, and Demand Generation to shape how customers understand the Fresh service platform, launch new capabilities that reinforce that unified vision, and drive adoption across the platform.

This role is ideal for someone who enjoys connecting the dots across a broad product portfolio, loves building narratives that make a platform greater than the sum of its parts, and thrives working cross-functionally in a fast-moving SaaS environment.

While this role spans the full platform, success comes from understanding how bringing service and operations together solves real problems for IT organizations, not just repackaging existing capabilities under a new banner.

• Own product marketing for the Fresh service 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, battle cards, 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.

• 5+ years of Product Marketing experience in B2B SaaS
• Experience marketing ITSM, IT Operations, Dev Ops, 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…