Staff Product Manager

Job description

As a Senior Staff Product Manager in the ITSM Product team, you will serve as a highly experienced individual contributor responsible for defining the product strategy for enterprise customer experiences across the Freshworks EX portfolio. In this role, you will tackle complex, cross-functional product challenges that span ITSM, ITAM, ITOM and adjacent products, driving enterprise adoption, trust and long-term customer success. You will own the customer-facing strategy, roadmap and business outcomes for enterprise capabilities such as security, governance, compliance, enterprise administration and product-led growth. You will partner closely with the Enterprise Readiness, Platform and AI teams, who own the underlying shared platform capabilities, to deliver differentiated enterprise outcomes. Impact You Will Create Drive Enterprise Product Vision Define and champion the long-term product vision for enterprise customers spanning governance, security, compliance, enterprise administration and product-led growth across the EX portfolio. Deliver Enterprise Business Outcomes Shape differentiated enterprise outcomes that improve enterprise adoption, customer trust, deployment success and expansion while leveraging shared platform capabilities. Champion Enterprise Customers Serve as the voice of enterprise customers by partnering with strategic customers, Customer Success and Sales to identify emerging needs and influence the product roadmap. Influence Cross-Portfolio Strategy Drive alignment across ITSM, ITAM, ITOM, Enterprise Readiness, Platform and AI teams to deliver cohesive enterprise experiences and maximize customer value. Elevate Product Leadership Mentor Product Managers on enterprise product strategy, systems thinking and customer-centric product development while raising the bar for enterprise product management across the organization. Roles & Responsibilities Enterprise Product Strategy Lead the definition and execution of the product strategy for Enterprise Adoption & Trust across the EX portfolio, ensuring enterprise customer needs are translated into differentiated product experiences. Roadmap Ownership & Strategy Own the end-to-end roadmap for customer-facing enterprise capabilities including governance, security, compliance, enterprise administration and product-led growth while influencing adjacent product and platform roadmaps. Cross-functional Leadership Partner with Enterprise Readiness, Platform and AI teams to leverage shared platform capabilities while owning customer problems, product strategy, adoption and business outcomes. Customer & Market Leadership Work closely with strategic customers, Sales, Customer Success and Product Marketing to identify enterprise opportunities, validate solutions and influence long-term investment decisions. Strategic Influence Represent the enterprise portfolio in executive planning, drive alignment across multiple product organizations and influence cross-functional investment priorities without direct authority. Mentorship Coach Product Managers on enterprise product strategy, customer discovery and cross-functional leadership. Skills Product Strategy & Customer Insight Expertise in defining long-term product strategy for enterprise SaaS products. Strong customer discovery, JTBD and strategic account engagement skills. Proven ability to translate complex enterprise customer needs into scalable product experiences. Execution & Domain Expertise Deep understanding of enterprise software including security, governance, compliance, enterprise administration and product-led growth. Experience driving cross-product initiatives by influencing multiple product and platform teams. Strong commercial acumen with the ability to balance customer outcomes, business priorities and technical feasibility. Leadership & Communication Exceptional stakeholder management and influence without authority. Strong executive communication and strategic planning capabilities. Demonstrated ability to lead large, ambiguous initiatives spanning multiple organizations. Proven ability to mentor Product Managers and elevate product thinking across teams. Qualifications 10–14+ years of progressive Product Management experience in enterprise SaaS. Proven track record of leading strategic, cross-functional product initiatives with organization-wide impact. Experience delivering enterprise capabilities spanning security, governance, compliance, enterprise administration or product adoption. Demonstrated success partnering with platform teams to build differentiated customer experiences while owning customer and business outcomes. Bachelor's degree in Engineering, Computer Science or a related discipline; MBA is a plus. Proven ability to operate with a high degree of autonomy, influence senior stakeholders and drive alignment across Product, Engineering and GTM organizations. 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. 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.