Responsibilities

• Messaging & Positioning - Own the narrative: Drive the messaging architecture for Freshservice ITSM and ESM—from top-level narratives to persona-specific value propositions.
• Messaging & Positioning - Simplify the complex: Translate technical product capabilities into crisp, buyer-relevant stories for IT decision-makers, analysts, and internal stakeholders.
• Messaging & Positioning - Beat the competition: Differentiate our capabilities from competitors, clearly articulating our unique value against ServiceNow, Jira Service Management, and ManageEngine.
• Messaging & Positioning - Maintain consistency: Keep messaging aligned across every customer-facing surface: web, sales decks, analyst submissions, and event keynotes.
• Product Launches - Drive GTM: Lead the go-to-market strategy for ITSM and ESM product launches—from initial messaging through execution.
• Product Launches - Own the calendar: Partner with Product Management to build and manage the launch calendar; own T-8 to T+30 execution.
• Product Launches - Rally the team: Coordinate cross-functional launch readiness across product, sales, demand gen, comms, and customer success.
• Product Launches - Measure impact: Define launch goals and success metrics. Don’t just ship—prove it landed.
• Sales Enablement - Be the trusted partner: Show up in key deals with the right story, the right competitive angle, and the right proof.
• Sales Enablement - Build what matters: Develop training, messaging guides, pitch narratives, and objection handlers that reps actually use.

Requirements

• 6+ years of experience in product marketing, focused on enterprise SaaS or enterprise software
• Demonstrated ownership of product launches—end-to-end, not just one workstream
• Exceptional written and verbal communication skills, with the ability to distill complex ITSM and AI capabilities into simple, value-driven messages
• Proven experience collaborating with cross-functional teams, including Product, Sales, and Marketing
• Ability to think strategically and execute tactically, managing multiple priorities simultaneously
• Experience selling into core IT decision makers, preferably with products built for IT operations
• AI-forward marketer — curious about and actively using the ways AI can supercharge product marketing
• Strong positioning instincts — you know the difference between a message and a claim, between differentiation and noise
• Proven ability to build sales enablement materials that reps actually use, not slide decks that live in a shared folder
• Track record of cross-functional influence across product, sales, and marketing without formal authority

Preferred

• AI-forward marketer — curious about and actively using the ways AI can supercharge product marketing
• Strong positioning instincts — you know the difference between a message and a claim, between differentiation and noise
• Proven ability to build sales enablement materials that reps actually use, not slide decks that live in a shared folder

Benefits

• Freshworks offers multiple options for dental, medical, vision, disability, and life insurance.
• Equity + ESPP, flexible PTO, flexible spending, commuter benefits, and wellness benefits are also offered.
• Freshworks also offers adoption and parental leave benefits.