Vice President, Product Management (Freshservice) - job 1 of 2

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 seeking a Vice President (VP) of Product Management to lead the product strategy that will drive rapid commercial growth of Freshservice, our fast-growing IT platform. Freshservice is a cloud ITSM platform that enables IT to deliver modern IT services & experiences.  The right candidate will leverage an understanding of CIO priorities, IT I&O workflows, and leverage AI to transform these products to deliver incredible value for end users and customers. 

Key Responsibilities

• Strategic Leadership: Pair customer insights, developed from multiple internal and external channels, with deep expertise in emerging tech and competitive landscape to develop effective product strategies and a multi-year roadmap that will drive revenue growth across SMB to large enterprise customers.
• Develop operational, time-bound plans that align team members to deliverables to achieve all product milestones.
• Successfully collaborate with, and lead, a diverse, globally distributed, cross-functional team spanning product/engineering and GTM teams to drive business outcomes. 
• Design for customer delight to deliver value and in a timely way, further elevating Freshworks’ brand for innovation, our ability to execute, and our customer NPS.
• Team Development: Build and lead a high-performing product team and leaders, promoting a culture of diversity, innovation, and continuous improvement.

• Bachelor's degree in computer science, business, or equivalent work experience, with a preference for a Master's degree.
• Proven Success: Demonstrated ability to set product-growth strategy and related KPIs (MRR, CLV, Churn, etc.), gain alignment across senior leadership, and develop/deliver on an execution plan - with clear accountabilities, milestones, and owners - to drive growth and achieve commercial goals.
• Experience: Minimum of 10 years' of product management leadership experience in similar business applications companies and/or product-led SaaS business: also required is at least 5 years' of progressive leadership experience to reach a level comparable to this one (scope, scale and impact) and building products in the IT domain. Ideal candidate has experience Managing a scaled saas product (>$250M ARR)
• Leadership Skills: Excellent leadership and team management abilities, with a track record of building and leading high-performing, diverse teams.
• Communication: Strong communication and collaboration skills, with the ability to work effectively with senior management and business leaders.
• GTM Acumen: Collaborate with sales and marketing teams to develop effective GTM strategies.
• Other: Ability to balance a strategic outlook with a hands-on approach to focus on details (as needed), adept at managing teams in an agile environment, dedicated to putting customers and users at the forefront of product development.

The annual OTE range for this position is $403,000 — $655,000 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.

Please note this is a hybrid role that requires an in-office presence 3 days / week (Tue-Thur).

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.