Product Marketing Manager, AI

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 looking for a Product Marketing Manager to help shape and bring to market the next generation of AI-powered experiences across Freshservice. 

This is a highly cross-functional role at the intersection of Product, AI, and go-to-market. You'll partner closely with Product Management and Engineering to understand what's being built and why it matters, then translate those capabilities into differentiated positioning, compelling customer stories, successful launches, and field-ready narratives. 

We're looking for a strong product marketer who is genuinely curious about AI and how it's changing the way people work. You don't need to be an AI engineer, but you should be comfortable going deep on technical concepts, forming a point of view, and turning complex capabilities into simple, credible customer value. 

Success in this role isn't about marketing AI for AI's sake. It's about showing how AI solves real problems for IT teams and creates better experiences for employees. 

What You'll Do

• Own positioning, messaging, and GTM strategy for AI capabilities across the Freshservice platform 
• Partner closely with Product Management and Engineering throughout the product lifecycle to understand the roadmap, influence product direction, define customer value, and bring new capabilities to market
• Build differentiated narratives that connect Freshworks' AI capabilities to meaningful outcomes for IT teams, IT leaders, and enterprise buyers
• Lead cross-functional launches across Product, Sales, Customer Success, Enablement, Demand Generation, PR, and other marketing teams 
• Work closely with sellers and customer-facing teams to understand what they're hearing in the field and create the messaging, competitive insights, demos, battlecards, FAQs, and sales plays they need to win 
• Develop customer-facing content across web, presentations, videos, webinars, thought leadership, and launch campaigns 
• Talk directly with customers and prospects to understand their workflows, pain points, perceptions of AI, and emerging needs 
• Turn customer, competitive, market, and product insights into recommendations for positioning, GTM strategy, and future product direction 
• Partner with Demand Generation and Lifecycle Marketing to drive awareness, adoption, and engagement with AI capabilities 
• Define and measure launch success, using adoption data, customer feedback, and market signals to continuously improve GTM
• Stay deeply curious about the AI landscape and help shape Freshworks' point of view as AI and agentic technologies evolve 
• Experiment with AI in your own product marketing workflows to find better, faster, and more scalable ways of working
• 5+ years of Product Marketing experience, ideally in B2B SaaS or enterprise software 
• Experience owning positioning, messaging, and GTM strategy for complex or technical products
• Experience bringing AI, machine learning, GenAI, Copilot, agentic AI, automation, or other intelligent software capabilities to market 
• Strong ability to translate technical capabilities into clear, differentiated customer and business value 
• Demonstrated experience partnering closely with Product Management and Engineering 
• Experience leading complex, cross-functional product or feature launches 
• Strong field orientation with experience creating sales enablement and partnering with Sales and customer-facing teams 
• Customer-first approach with experience using customer research, market insights, and competitive intelligence to shape GTM strategy 
• Genuine curiosity about AI and a strong bias toward experimenting with AI in your own work 
• Excellent written, verbal, and storytelling skills 

Please note: This is a hybrid role that will be based out of our Downtown Boston office and requires an in-office presence three days per week (Tuesday - Thursday). 

The annual base salary range for this position is $150,000 - $180,000. This role is also eligible for a target bonus.

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 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.