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
Freshworks is looking for a Product Marketing Manager to help bring the next generation of AI-powered IT service management experiences to market. In this role, you'll partner closely with Product Management, Engineering, Sales, Customer Success, and Demand Generation to launch new AI capabilities, shape customer messaging, and drive adoption across the Freshservice portfolio.
This role is ideal for someone who enjoys translating complex AI technology into simple customer value, loves launching new products, and thrives working cross-functionally in a fast-moving SaaS environment.
While this role is focused on AI, success comes from understanding how AI solves real IT problems—not just marketing AI for AI's sake.
What You'll Do
- Own product marketing for AI capabilities within the Freshservice platform, including positioning, messaging, and launches.
- For assigned AI product areas, partner with Product Management throughout the product lifecycle to influence roadmap, define customer value, and prepare launches.
- Drive content and external-facing assets that communicate Freshworks' point of view on AI and the uniqueness of our approach.
- Develop differentiated messaging that clearly communicates the business value of AI features 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 launch campaigns.
- Gather customer insights through interviews, research, and competitive analysis to inform positioning and future product direction.
- Partner with Demand Generation and Lifecycle Marketing to drive AI feature awareness, adoption, and customer engagement.
- Measure launch success and iterate messaging based on customer feedback, adoption metrics, and market trends.
- Stay current on emerging AI technologies and competitive offerings to help shape Freshworks' AI narrative.
Qualifications
- 5-8 years of Product Marketing experience in B2B SaaS
- Experience launching AI, machine learning, GenAI, Copilot, agentic AI, or other intelligent software capabilities
- Strong messaging and positioning skills with the ability to simplify technical concepts for business and technical audiences
- A strong bias towards 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
Additional Information
Please note: This is a hybrid role that will be based out of our Downtown Boston office and requires an in-office presence three days per week (Tuesday - Thursday).
The annual base salary range for this position is $150,000 - $180,000. 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. Bonus/equity may be available. Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.
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.
