Senior Director, Product Marketing (Customer Service)

| Bellevue, WA, USA | Hybrid
Employer Provided Salary: 295,000-480,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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Company Description
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.
Job Description
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

Additional Information
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.

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Technology we use

  • Product
  • Sales & Marketing
    • ConfluenceManagement
    • JIRAManagement
    • FreshdeskManagement
    • FreshserviceManagement
    • Freshsales CRMManagement
    • FreshmarketerManagement
    • FreshchatManagement
    • FreshcallerManagement
    • FreshsuccessManagement
    • FreshteamManagement
    • FreshconnectManagement
    • FreshreleaseManagement
    • FreshpingManagement
    • FreshstatusManagement
    • Freshsales CRMCRM
    • FreshmarketerEmail
    • FreshmarketerLead Gen

An Insider's view of Freshworks

What’s the vibe like in the office?

One of the things I've loved most since starting at Freshworks is how much the team values company culture. Everyone in the office is working hard, celebrating successes, and all the while having a great time. Collaboration is also a big aspect of the sales team - everyone is quick to jump in to help!


Enterprise Account Executive

What's the biggest problem your team is solving?

It is great being part of a team that is helping companies hit the refresh switch on business software. Freshworks is letting businesses know that their software doesn’t have to be clunky or expensive. Being able to help companies overcome these challenges is truly rewarding!


Senior Enterprise Account Executive

What makes someone successful on your team?

You have to be a team player. We are all in each other's corners and the collaborative and interactive workspace is one that I have come to value greatly. You will be presented with ongoing opportunities to grow, learn, and step into leadership roles. The willingness to volunteer for these roles and step into new challenges is a valuable attribute.


Solution Engineer

What is your vision for the company?

Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close and keep their customers for life. We provide refreshing software that your teams will love. All our products are ready to go, easy to use, and offer great value to any type of business.


Founder & CEO

How do you collaborate with other teams in the company?

As a distributed workforce I try to include visual elements throughout my collaboration process. By sharing the "why" and vision I can more easily collate critiques and ideas. I also keep internal notes on interactions in my Evernote; being organized helps me communicate directives in a more progressive manner.


Senior Solutions Engineer

What are Freshworks Perks + Benefits

Freshworks Benefits Overview

Freshworks provides a comprehensive benefits plan, including health insurance, vision, dental, retirement, and unlimited time off (among a lot of other cool things too!)

Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Classpass and a fitness/reading stipend
Team workouts
Financial & Retirement
The 401(k) retirement plan offers a broad selection of stocks, bonds and international index funds to choose from.
Company equity
Employee stock purchase plan
Performance bonus
Freshworks has a lucrative sales commission program as well as a performance bonus for other functions, which are dependent on individual and company performance.
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation + Time Off
Unlimited vacation policy
Paid volunteer time
Paid holidays
Office Perks
Commuter benefits
Freshworks offers pre-tax commuter benefits for all employees.
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Professional Development
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours

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