Vice President, Product Management (Freshservice) - 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 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.