Staff Product Manager

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.

Responsibilities

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; Shape differentiated enterprise outcomes that improve enterprise adoption, customer trust, deployment success and expansion while leveraging shared platform capabilities; 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; Drive alignment across ITSM, ITAM, ITOM, Enterprise Readiness, Platform and AI teams to deliver cohesive enterprise experiences and maximize customer value; Mentor Product Managers on enterprise product strategy, systems thinking and customer-centric product development; Own the end-to-end roadmap for customer-facing enterprise capabilities including governance, security, compliance, enterprise administration and product-led growth; Partner with Enterprise Readiness, Platform and AI teams to leverage shared platform capabilities while owning customer problems, product strategy, adoption and business outcomes; Work closely with strategic customers, Sales, Customer Success and Product Marketing to identify enterprise opportunities, validate solutions and influence long-term investment decisions; Represent the enterprise portfolio in executive planning, drive alignment across multiple product organizations and influence cross-functional investment priorities without direct authority; Coach Product Managers on enterprise product strategy, customer discovery and cross-functional leadership

Requirements

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; Proven ability to operate with a high degree of autonomy, influence senior stakeholders and drive alignment across Product, Engineering and GTM organizations; 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; 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; 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

Nice to have

MBA is a plus