Lead - Product Marketing

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 hiring a Lead Product Marketer to drive go-to-market strategies, positioning, and adoption across the Freshdesk portfolio. As customer service software rapidly evolves alongside advances in AI and modern CX capabilities, proactive automation, and shifting buyer expectations, staying ahead of market alternatives is critical.

We’re looking for a seasoned SaaS product marketer who can bridge product capabilities with business value, enjoys translating complex AI technology into clear messaging, and thrives working cross-functionally in a fast-moving SaaS environment. 

What you'll do 

• Develop crisp product positioning and value-driven messaging that differentiates Freshworks solutions in the customer service market.

• Frame technical capabilities into clear, compelling narratives tailored to buyer personas, CX leaders, and executives.

• Lead cross-functional product launches in close collaboration with Product Management, Sales, Marketing, and Enablement teams.

• Lead competitive intelligence across the CX landscape, tracking competitor feature launches, pricing, and GTM moves.

• Develop, scale, and maintain actionable competitive enablement assets, including battlecards, competitive matrices, demos, FAQs, displacement pitch decks, and win/loss analysis. Serve as an SME on direct sales calls, executive briefing centers, and competitive deal desks.

• Create high-impact sales tools, pitch decks, FAQs, demos, and collateral to equip GTM teams with targeted strategies for handling competitor objections, feature gaps, and displacement throughout the buyer journey. 

• Partner with Product Management to feed real-time competitive gap insights back into the product roadmap.

• Partner with Demand Generation, Lifecycle Marketing teams, and other PMMs to inject product and competitive positioning into field campaigns, web, content, webinars, and any customer-facing collateral and campaigns.

• Integrate modern AI tools into daily marketing workflows to automate content creation, market research, competitive intelligence, and win/loss data analysis, thereby accelerating output and asset development.

• Stay current on emerging AI technologies and competitive offerings to help shape Freshworks' AI narrative.

Qualifications

• Any graduate degree (MBA preferred) with 7 to 9 years of prior experience in a similar position.

• Excellent English written, verbal, and presentation skills, with an eye for quality and attention to detail.

• An ability to understand AI, tech, and the customer service domain, including buyer behavior and ideal customer profiles, and translate tech content into marketing material

• Proven track record of planning and executing end-to-end marketing strategies, product launches, customer research, and messaging frameworks.

• Strong messaging and positioning skills, with the ability to simplify technical concepts for both business and technical audiences, complemented by a customer-first mindset supported by strong market research and storytelling abilities.

• Strong expertise in integrating AI into product marketing processes, with hands-on experience using modern AI tools to enhance marketing tasks, content creation, and research workflows.

• Strength in collaborating with cross-functional teams, across geographies, including executive management, product management, operations, sales, and marketing

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.