Director - 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 an experienced Director of Product Marketing to drive the growth of our flagship ITSM offering, Freshservice. Freshservice is Freshworks' $400M+ business disrupting the ITSM market by streamlining complex IT processes for mid-market and enterprise customers. In this role, you will lead a team of 8 product marketers to drive go-to-market strategies for AI-powered ITSM, IT asset management, and IT operations as we accelerate our enterprise expansion. Reporting to the Senior Director of Product Marketing, you will bridge go-to-market and product teams to deliver impactful marketing initiatives. Strong storytelling skills, a deep understanding of buyer personas, and the ability to craft compelling narratives are essential.

Key Responsibilities:

1. Strategic Leadership
   

   • Develop and execute product marketing strategies to drive revenue and adoption for Freshservice
     

   • Lead go-to-market planning to align with corporate revenue and retention goals
     

2. Product Messaging and Positioning
   

   • Craft compelling messaging to differentiate Freshservice in the market
     

   • Ensure consistent narratives across campaigns and customer communications
     

3. Market Understanding
   

   • Deeply understand buyer personas to tailor marketing strategies
     

   • Conduct market research and competitive analysis to inform product strategy
     

4. Content and Sales Enablement
   

   • Oversee creation of marketing collateral and sales tools to support the sales team
     

   • Develop case studies and narratives showcasing Freshservice’s value
     

5. Team Leadership
   

   • Manage and mentor a team of product marketing professionals
     

   • Foster a culture of innovation and collaboration
     

6. Performance Measurement
   

   • Track KPIs such as revenue growth and campaign effectiveness
     

   • Use insights to refine strategies and optimize results
     

Qualifications

• Experience 14-16 years in B2B product marketing, with 3+ years in leadership roles. Experience marketing IT or other technical products is preferred.
  

• Education Bachelor’s degree in Marketing, Business, or a related field; MBA is a plus
  

• Skills Strong storytelling, communication, and leadership skills; proven expertise in building go-to-market strategies for mid-market and enterprise audiences
  

Market Insight Ability to analyze competitors and understand buyer personas

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.