Senior Manager - Product Marketing

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.

There’s another option. Freshworks. With a fresh vision for how the world works.

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.

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

Freshworks is seeking a highly skilled and experienced Product Marketing professional to lead initiatives for our Customer Experience (CX) suite of products, with a primary focus on Freshdesk. This role involves developing comprehensive content and executing strategic go-to-market sales plays and programs to enhance product awareness and drive adoption. The ideal candidate will be a passionate and seasoned B2B marketer with a proven track record of creating impactful customer experience (CX) content tailored for Small to Medium Businesses (SMB), mid-market, and enterprise segments.

Key Responsibilities:

• Product Messaging and Positioning: Develop and refine product positioning and messaging that resonates with target customers and effectively differentiates Freshworks' offerings in the market.
  

• Product Launch Management: Lead product launches and overall go-to-market strategy. This includes the creation of internal and customer-facing assets such as product pitches, persona cards, product demos, and promotional videos for new feature launches and enhancements. Collaborate with Product Managers to establish a consistent cadence of enablement for monthly product releases.
  

• Brand Narrative Development: Craft compelling CX brand narratives that inspire and engage Freshdesk buyers across diverse industries, verticals, and business roles.
  

• Sales Enablement Collaboration: Partner with the Sales team to understand and support ongoing enablement needs, ensuring maximum impact of messaging and sales tools.
  

• Asset Creation: Produce valuable and actionable enablement assets, including playbooks, deal win case studies, training decks, FAQs, and video content.
  

Qualifications

• 10+ years of progressive experience in product marketing.
  

• Strong understanding of the cloud enterprise application landscape, particularly in Customer Service software or CRM software.
  

• Demonstrated enthusiasm and empathy for genuinely improving how businesses serve and engage with their customers.
  

• Ability to rapidly synthesize disparate data into a clear strategic position and articulate messaging that connects effectively with both internal stakeholders and external customers.
  

• Exceptional storytelling capabilities, with the aptitude to craft compelling narratives, both written and visual, in a clear and straightforward manner.
  

• Creative thinker capable of generating innovative marketing ideas, collaborating effectively, and leading cross-functional teams to achieve execution.
  

• Excellent communication, presentation, writing, and analytical skills.
  

• Meticulous attention to detail and demonstrated people management skills.
  

Additional Information

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.