Senior Director, Product Marketing (Customer Service) - Freshworks

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). 

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

Freshworks is looking for a Senior Director of Product Marketing to execute the go-to-market strategy for our Customer Service line of products. Reporting to the VP of Product Marketing, you will lead a global team of product marketers focused on developing compelling and differentiated product positioning and messaging with the objective of accelerating demand among new customers and expanding our business with existing customers. In this role, you communicate a clear, consistent, and creative value proposition for our target markets while acting as the bridge between our sales and product teams. You are an expert on our buyer persona and collaborate on creating orchestrated campaigns, SEO, field marketing, and demand generation programs, sharing responsibility for achieving revenue and adoption goals. 

Key Responsibilities:

• Develop Product Positioning: establish differentiated multi-level product positioning for solutions, single products, and product bundles
• Own the customer journey for your domain: Design and execute compelling customer engagement journeys to maximize delight and impact
• Collaborate on the Product Roadmap: Partner with the product management and engineering teams, helping them craft, define, and modify our roadmap based on both customer and market activity
• Drive product & feature adoption: Partner with PMs and marketing to increase conversion through trial, feature discovery, adoption and product revenue
• Understand Market Trends and Competition: Develop deep knowledge of market trends and the competitive landscape to shape marketing strategy and actionable insights
• Tailor offers based on segmentation, including SMB, Mid-market, and Enterprise customer segments
• Drive product launches: Oversee the development and execution of launch plans for product enhancements or new products
• Develop content and enable the GTM: Communicate our products' value propositions with the go-to-market teams and enable sales teams with compelling content, tools, and training, and deliver a range of marketing assets including: SEO, website copy, sales tools, event materials etc.
• Partner with various marketing and GTM teams: Ensure unified marketing execution by working collaboratively with demand generation, brand, communications, partnerships, and Analyst Relations teams
• Build and inspire the team: Develop and grow a best in class Product Marketing team for your domain - ensure they are set up to succeed and are successful in their roles, regardless of geographic location

• 10+ years of product marketing experience in B2B tech and SaaS
• Proven experience in senior-level product marketing roles, with a track record of success developing and executing go-to-market strategies and high-profile / large-scale launches.
• Executed product marketing strategies managed budgets and led hands-on execution
• Have a customer-obsessed marketer who demonstrates a deep, data-based understanding of the user to advocate effectively for the customer’s needs across the business, and collaborates naturally to broaden a growth-based mindset
• Proven experience developing the positioning, messaging, and content for products that serve multiple use cases and personas
• Utilize a "test and learn" approach to continuously optimize messaging, including A/B testing, customer segmentation analysis, and performance tracking
• Demonstrated experience with technical products, and can effectively communicate with technical audiences, stakeholders and customers
• Ability to size and prioritize market opportunities and build business cases, analyze competition and build competitive intel and collect and use customer insights using both qualitative and quantitative methods to drive strategic decisions
• Strong analytical skills with the ability to leverage data to inform decisions and measure performance
• Proven track record of building and leading a global product marketing team of individual contributors and managers
• Self-starter with the ability to navigate ambiguity and challenging priorities
• Relevant experience in product messaging to SMB and mid-market customers globally
• Is comfortable with a dual-site working model between the U.S.and India with ability to travel as needed

The annual OTE range for this position is $295,000 — $480,000 USD.

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 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.

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.