Why This Job is Featured on The SaaS Jobs
Freshworks sits in the established, multi-product SaaS segment, where customer experience and employee experience platforms must balance breadth with usability. A Staff Product Manager role in this setting is notable because it focuses on owning discrete modules end to end, which is how large SaaS suites continue to differentiate without losing coherence. The emphasis on measuring success after release also reflects mature SaaS operating rhythms, where product outcomes are tracked continuously rather than at launch.
From a SaaS career perspective, this kind of mandate builds durable product leadership skills: translating customer problems into capabilities, partnering closely with engineering and go-to-market functions, and iterating through structured experimentation. The listing also signals meaningful exposure to AI-informed product thinking, which is increasingly becoming part of standard product craft across SaaS, especially in CX workflows where automation and assistance can change unit economics and user experience.
This role is best suited to product managers who prefer clear ownership boundaries, are comfortable making data-backed trade-offs, and enjoy shaping incremental releases that compound over time. It will appeal to professionals who want to deepen domain expertise in CX-oriented SaaS while operating across multiple stakeholders in a global product organization.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Company Description
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.
Job Description
Take Ownership: Own and build modules for sustained differentiation and growth. Develop deep domain expertise and understand trends in the market. The role requires you to plan, build, release, and measure success for your modules.
Be a Customer Champion: Develop a sense of empathy with our customer base to build an understanding of various problems. The role is also a bridge between the customer and the engineering teams to ensure focus on solving customer needs & delivering continuous value. Practice Craftsmanship: Learn and Practice product craft. Create solutions with delightful user experiences and find the balance between solving the customer problem and shipping the right product solution. We take pride in releasing the smallest of features while iterating and shipping regularly.
Play as One Team: The role needs you to communicate clearly to various stakeholders of Product development, Engineering, Marketing, Sales & Leadership teams and work together to bring your vision to life.
Act with Urgency: Breakdown complex problems to phases to help the team make incremental progress while still keeping the bigger picture intact. You’d evangelize the vision and ensure maximum customer value is achieved with the appropriate amount of work.
Qualifications
• 8+ years of working in global/cross-functional software teams in a software product company. SaaS experience is preferred as you’d settle right in.
• Experience in building CX products is a plus.
• Being empathetic and having a strong listening ability to understand the other person - may it be a customer or a stakeholder.
• Ability to arrive at intuitive & uncomplicated solutions from concept to scale by leveraging AI.
• Ability to communicate complex concepts/customer problems in a simple way to internal & external stakeholders.
• Ability to cross collaborate with engineering, design and GTM teams to translate customer problems into product capabilities and owning the adoption and success of the product.
• A track record of making day-to-day data-driven decisions in a fast-evolving environment while keeping an eye on the overall vision.
• Having worked in a mode of structured experimentation - measuring and iterating on problems from time to time to achieve product goals.
Additional Information
At Freshworks, we have fostered an environment that enables everyone to 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 that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.
